Complaint #94 7Reels Casino

They took my winnings of $2800 and gave me $100

By Jacqueline K.

5 years ago

Message on forum

I was getting all the history for my account which has taken time so now today I go in to do some more of my spins history and you will see with attachment number nine, that all of a sudden I cannot see my history any more and I cannot get a reconcile report of my history from March 26th the day I deposited and got a bonus with that deposit of 100$ to April 1st the day I went to withdraw 2800$ of winnings.

They put me through three weeks of runaround and then I wrote a letter to them of disappointment with the treatment I had received and that day randomly I am selected out of billions of people to have a manager review my transactions and my verification information.

It took until April 30th eight days after the manager randomly selected me which it shows in attachment my letter to them and then the email I got later that day saying that I was selected. When the verification by the manager was finished they put out a deposit to my Ecopays for 100$ with no explanation again. So in chat I asked staff why where was the rest of my money and they said on free bonus money you can only win a maximum of 100$. Now bonus money does not last over 5 days of full-time playing for one which is what it took me to play out the bonus amount that I got when I paid for it 100$. That is not free bonus money either and if it were it would not have let me keep playing through once I won that amount of money. I don't think. Regardless it was not free money that is different that is from free spins they send to your email only. There is no other way to get free bonus money from them and this was not that. This I paid for plus spent more money in between while playing out the bonus amount to get my winnings.

On top of that, they sent my 100$ to the wrong Ecopays account so that took me over a week to get back to. So now when I am trying to get all the history that I have already gone through all of a sudden there is no history for me to see or print. I want the money that I legally won and I really hope you will help me to get it .

Disputed Casino 7Reels Casino

Reason Declined payment

Amount $2800

Discussion

AskGamblers

• Support Team

5 years ago

Dear @kaspaz,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

7Reels Casino

• Representative

5 years ago

Hello,

We hope this message finds you well!

Firstly we would like to apologize for any inconvenience this situation may have created on your end. You are entirely correct in your statement, your winnings originate in fact in a deposit bonus not a free bonus. Unfortunately, our system wrongly flagged the winnings as originating in a free bonus, hence the withdrawal amount. We have added the remainder of 2700 to your cash balance, all that is left to do now is to request the withdrawal and we will approve it shortly.

In regards to the mistaken Ecopayz account, our system will transfer the funds to the account entered by you when placing the withdrawal request. In this case, it was perhaps a mistype when entering the Ecopayz account ID when you placed the withdrawal request. However, we have reached out to Ecopayz to return the funds so we could send it to the correct wallet address, and we are glad that the situation has been rectified.

Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.

Kind regards,
7 Reels

7Reels Casino Complaint Stats

Resolved 23 / 25

Avg. Amount $1,488

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

7Reels Casino Complaints

See all complaints for this casino

Decline of a withdrawal which I do not understand

Good evening trust you are well. I need to submit a complain against 7 reels casino. Been a loyal customer for many years. Made a withdrawal on the 5 Feb and still had a live chat on the 6 Feb (Tom/Vinny) saying withdrawal in process. On Tuesday morning the 7 Feb log out of my account saying no service jurisdiction area.

I google this untrue cause South Africa accepted to play online. I send emails to support, security and accounts department. Support send a email back to say I bet to my much on a game. Going to void my winnings. My question I made withdrawal last year out of free spins R5700 never asked me or question me how much I bet per game to wager the bonus or free spins back. Last year Nov and in Sept.

I made big withdrawals in the past with 7 reels casino no questions asked of how much I bet on a game? I have a Skrill account with all the amounts paid out by the casino. If I wasn't allowed to play online why did the casino accept my deposits. Spending quite a bit since last year. Withdrawal this time huge problem. I also keep my eye on the wager process big was like R350-000 to wager back. After playing and playing the amount went to a positive wager process done. And the amount was withdrawable.

They refuse to answer me on this. I feel it's unfair and I as a customer feels violated by the casino. Tactic not to pay out? Never in all the years any questions about the bet I'm playing? All of a sudden it's a big issue. Going to send my proof on email cause I have difficulties to upload the files. Regards <removed sensitive info>

Unresolved

R46,000

Casino claims I have abused the bonus after winning 2295 euros

Hi, I was playing at 7rells casino january 2th after received free spins. I get 25 free spins every monday, wednesday and fridays. This time I was really lucky and I ended up winning 2296 euros. I have previously won 200 euros back in mars 2022 and I had to go back and forth with them before getting my mooney. They made me do several deposits before I got my mooney back then. So this time after winning, I sent them my documents they needed and made a deposit of 50 dollars so the request can go quickly. After four days I try to log in and my account was blocked and it says that: "They cannot accept customers from my jurisdiction" 9th of january they sent me an email where they said that I have been abused the bonus.

Unresolved

€2,295

Trying to get out of paying me again

I have had a great deal of trouble getting my winnings from 7Reels on many occasions.

Their latest trick this time is to disable my account.

I submitted a withdrawal on September 16 which was due to be paid out today (September 23 — five working days after the withdrawal).

When I try to log in I get the following message: "Please note this account has been disabled. For further details, please contact us at , through Live Help, or via e-mail at 7reels Casino."

Firstly, this is a lie in that you can't contact Live Help unless you are logged in.

I have not been mailed by them at all informing me of why they have disabled my account. Nor have I had a respoonse from a mail I sent their support department. They have not even acknowledged receiving my mail.

The withdrawal I am waiting on is R12,448 and another of R900 which I made on September 19.

Resolved

Always making excuses to delay payments

7Reels makes excuses to buy time almost every time I withdraw. They also say it takes five working days to verifiy a withdrawal so they only let you know on the fifth day there is a problem.

I was verified fully just a couple of weeks ago and now I get this in an e-mail:

Hello Andrew,

We Have News!

Please be informed that your withdrawal was declined due to the fact that your account has been randomly chosen for a Verification Process.

This consists of Management selecting a few random accounts with pending withdrawals, in order to review the paperwork that has been received from them, to make sure it is complete and legible, that the account information matches the paperwork and to review the account game sessions. This is a random procedure and there is no pre-determined selection process, meaning that there is no way to anticipate beforehand which accounts will be reviewed. Please bear in mind that this procedure may be repeated more than once a year and every customer who requests a payout will be subject to this process at some point or another, even if they have all the corresponding requirements for a payout in order.

However, there is nothing to worry about. Feel free to request again your withdrawal at your earliest convenience and it will be reviewed once the verification is completed.

Thank you for your understanding on the matter. For more information, please do not hesitate to contact us, we will gladly assist you.

Regards,

7Reels Support Team

The people in chat are now telling me that it will take another 12-15 days for further verification but they are refusing to tell me if they need anything futher.

I am not a new player and have been with 7Reels since they opened. They often make excuses to delay payments.

Resolved

R50,000

Closed account for no reason after withdrawal request

< Content removed > I had always been a bit skeptical regarding this casino and its affiliates due to some bad reviews, but decided to open an account since the rating on different sites were ok. Won some, followed the terms and conditions to a T, and decided to withdraw (after depositing, winning was not just from free spins). Had no problems going through the verification process, however, after waiting 6 days for the withdrawal to be accepted (logged in almost every day to check the progress), suddenly my account was suspended without any notice, just not able to login.

Sent an email to customer service regarding this, but I', still waiting for an answer. Considering other complaints about this casino, I can only assume its a scam. Steer clear.

Resolved

Withdrawal of 780 is still pending

Okay so my withdraw of 780.00 is still in pending after 6 full business days intact its going on 7 days.

I've also emailed you twice asking answers with no response from anyone? My account is < email removed > I've also emailed from this email? It was said to be 3-5 business days!!!

So I want to know why I've been waiting 2 extra days?

And if it's in pending how much longer will you keep me waiting for my withdrawal?

Rejected

$780

Two pending periods payment declined on 2nd

Please help....i submitted a withdrawal at 7reels on the 21st of January....asking beforehand what was needed of me....i was lied to saying just cc voucher. On the 28th of January my money was back in my casino account , reason being my utility bill was out of date. Straight away , without playing i requested a withdrawal...same amount...nothing different. Now 7 days later , it is back in my account again. Reason being that as i have not made a deposit of $25 , within 5 days of withdrawal request . Saying " the withdrawal of free bonus money is only for members who made a deposit of $25, 5 day prior to withdrawal request. Now firstly....i won that money from a deposit i made on the 21st and completed all wagering requirements...the day of withdrawal...that was declined on the 28th of january and resubmitted on the 28th of January. Now 7 days later it is declined because they are taking it from the second date the 28th of January. This is outrageous....then all they need to do is reject everyones first withdrawal request and do this on the second. This is my second withdrawal here , the first takng over 4 weeks and i made no deposit then. Also there was no bonus money involved as i had made all wagering requirements...please help me....i will attach all emails and live chat and copies of their banking terms and bonus terms.

Resolved

Declined Withdrawals, Lame Excuses

Everytime I try and make a withdrawal from this site it gets declined and then all the excuses start. The process normally takes 4-6 weeks. This time I was declined ($3850) after waiting the usual 5 days for not having correct paperwork. I contacted the site and sent them an email showing I had previously submitted the paperwork. They apologised and said to resubmit withdrawal request again and they would hurry up the process. What happened.....5 days later withdrawal request denied. I contacted them, same excuse, I emailed them, again they apologised and said to resubmit request and they would process asap. So I waited the normal 5 days and then received an email that they had declined the withdrawal for "audit" purposes and that I can try again in 10 days ......

Surely this is a joke....are they just delaying hoping that I get sick of it and gamble the money instead.....it looks like they have run out of excuses and now make this one up.... all I want is the money I won. I dont know what else I can do .....

Resolved

$3,850

Waiting for 20 days for payment

Hello this started on 30th July, after my account was verified. I was in live chat talking to Dan when it was reviewed and it was declined due to me not submitting a proof of deposit statement, as you can see in one of the emails they then asked for this. I submitted it straight away. I had to wait another 7 days for it to be reviewed to be told it was declined because I didn't submit a credit card voucher, also asked for after as you can see also in emails. I also provided extra identification with this. I have submitted my passport, drivers licence, bank statements proving deposit, copies of my cards front and back and credit card voucher as they asked and told everything has been verified and added to my account.
Now i am up for account verification process which I was told on the 13th of August and told today that this take a 10 days and will be reviewed by the end of next week.
Now regarding their withdrawal process it clearly says they will take between 72hrs and 5 business days depending on the verifi cxation status of the customer. Why then after all i gave submitted did i wait 5 business days each time.
Now they are sending me countless offers through email and sms offering me free spins from sister casinos as well, trying to get me to play.
This has been nearly a month and they have done this now because there is nothing else they can ask from me.
P please help me as I feel that they are just going to take my money from.me cause obviously they are not going to pay me.
I have also attached a live conversation chat with Dan who told me what to submit and when questioned he has just closed the chat and left me. This is also confirmed in emails from 7 reels

Resolved

$1,200

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

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."

Resolved