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7Reels Casino - Confiscating €6,000 balance just because they "decided to bring our business relation to an end" and without any further justification

RESOLVED
Complaint Info
Disputed casino 7Reels Casino
Reason Declined payment
Posted on July 24, 2019

Hello i just won ca 6000 euro at 7 reels last weekend. I just started a withdrawal about 1500 euro and had left 4500 euro on my account.

Now i got a info that my account got closed, without any reasons and no info about my money. Please help me to get my money.

Info:

My Account is complete verified and i still got a withdrawal about 500 euro on 7reels 2 weeks ago and I got only this mail answer:

"Hello,

Please be informed that our Management Team has decided to bring our business relation to an end, and to permanently close your 7Reels Casino account.

Kindly note, this decision is final and irrevocable. Thank you for your understanding in this matter.

We wish you the best of luck in future endeavors."

Posted on July 25, 2019

Hello,

We hope this message finds you well.

We have looked into your case and according to the records of your account, the amount that you are referring to is non-cashable, due to the fact that the winnings were issued from a free chip received before making the first deposit.

While the Sign Up bonus is cashable for $100, you have received 18 more free chips consisting of 25 free spins, and won from the 18th one (received on the 20 Mar 2019). Your first deposit has been made only after the winnings from that 18th set of free spins have been issued (on the 08 Jun 2019), which unfortunately makes those funds non withdrawable.

Please refer to the following rules from the Bonus Rules page:

• 1.1.2. Any winnings from the Sign-up free spins have a maximum withdrawable amount set to $100.
• 1.1.7. Only the first free spins/free bonus applied on the player's account are part of the Sign-up offer. Any subsequent free spins or free bonuses received before making the first deposit are not considered withdrawable and winnings will be voided.

According to your wish of playing the funds, the winnings were left on the account instead of being deducted, and you have been informed on chat that the funds are non-withdrawable.

Please refer to the following rules from our Terms and Conditions page:

• 14.2.8. The User warrants and represents that they will not violate or attempt to violate or misconstrue in any way, 7reels Casino’s security measures. If 7reels Casino has the slightest doubt with respect to this clause, 7reels Casino reserves the right to suspend or block the User’s Account immediately. The amount in question will not be credited to the User’s Account.
• 2.2.5. In the event of misuse and/or the abuse of promotions and/or of any offers from 7reels Casino, 7reels Casino reserves the right to close, void any winnings and block the accounts of the client in question until the matter between 7reels Casino and the client is resolved.

During a random verification of your account, that took place after your withdrawal had already been approved, the Security team has noticed that the winnings that you were claiming should not have been cashed out. Due to the fact that you have knowingly tried to break the rules that you have agreed to upon creating the account and that have also been explained to you on four different occasions, the Security team has decided to permanently close your account.

Should have any further concerns or questions regarding your account, please do not hesitate to let us know.

Regards,
The 7 Reels team

neuroneon Germany
Posted on July 26, 2019

Hello, i had deposited with my Visa at your casino.

I even asked u often before i deposited and continued playing if there will be any winnings voided.
After i deposited u told me nothing will be voided anymore and i could continue playing without any problems.

I extra asked this before have i deposited and before i continued playing on your site, to prevent any problems like this.

All my winnings i had on your Site now i received after i had deposited.

Kind regards.

Posted on July 26, 2019

I even asked u to void all my rest Balance before I have deposited, to prevent all further problems.
You told me there won't will be any problems, i could deposit and continue playing!

AskGamblers
Posted on July 26, 2019

AskGamblers Complaints Team is awaiting 7Reels Casino team to provide the required information.

Posted on July 29, 2019

Hello,

We hope this message finds you well.

We have requested the information from the relevant department and we will provide AskGamblers with it as soon as possible.

Thank you for your patience and understanding.

Regards,
The 7 Reels team

Posted on August 1, 2019

Hello,

I hope this message finds you well.

Thank you for your patience while we collected all information on the account activity. To summarize, the member received a set of free spins on the 20th of March, played it and won 4947.6 that he continued playing with until his balance started dropping.

On the 8th of June, the player made a EUR 10 deposit and received 100% cashback. The player made a withdrawal request of EUR 560, leaving on his account exactly the deposit and the cashback that he leaves on the account.

After two withdrawal requests have been declined due to required documents and one that went under the Verification Process, the member places a fourth request and continues playing with the deposited amount that he still had available on the account.

After the EUR 10 amount was bet and lost, the member continued playing with the rest of the winnings coming from the initial free spins set until he reaches the balance of 1460.7, out of which he places a new payout request of EUR 1400.

The member continued playing until the point the Verification Process ended and it had been found that the maximum cashout amount was exceeded and that anything over EUR 100 was non-cashable.

Due to the fact that the member has been informed on multiple different occasions about the funds being non cashable and has knowingly tried to break the rules that he has agreed to upon creating the account, the Security team has decided to permanently close the account.

Thank you for your patience and understanding while this situation has been investigated.

Regards,
The 7 Reels team

AskGamblers
Posted on August 1, 2019

AskGamblers Complaints Team has been provided with enough information and evidence on behalf 7Reels Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

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