Beschwerde #250 7BitCasino

7Bit Casino - Stolen money from account

Von Edmehton

vor 3 Jahren

I signed up at 7bitcasino using the TOPBONUS promo which was "120% and 100 free spins"

The terms for the promo were

50X rollover

Unlimited cash out from bonus

3 mbtc max cash out from free spins

I deposited 1.4 mbtc and the casino match was 1.6 mbtc, total starting balance was 3 mbtc. I proceeded to win $12 in free spin winnings.

After several hours, my account was at 19 mbtc, and hit the rollover requirements for the promotion and had my account reduced to 3 mbtc, per the promo policy.

I continued to play for about 12 hours over a couple days, and for the account balance back up to 40 mbtc. I didn't use any other promotions, just built up from that 3 mbtc.

I went to withdraw my winnings and the casino declined the request and took an additional 33.8 mbtc, citing the standard casino rules of max cash out from free spins being 5 mbtc.

Despite the fact that my promotional terms had a max free spin cash out of 3 mbtc, and despite the casino already enforcing the free spin max cash out, they came back a second time to take an additional 33.8 mbtc for the exact same free spins, this time using the standard casino rules for free spin max cash out.

Essentially, two different sets of terms were used and enforced on one set of free spins and it stemmed from the one event of $12 in free spin winnings. Additionally, as I mentioned, my account before the free spins was 3 mbtc and the account ended the promotion at 3 mbtc. So, the free spins didn't even have a single cent id impact on the account.

They refuse to repay the second amount taken od 33.8 mbtc. In fact, they pretend to not understand English, and cite general casino terms.

Unseriöses Casino 7BitCasino

Grund Abgelehnte Auszahlung

Betrag BTC0.033841

Diskussion

AskGamblers

• Support Team

vor 3 Jahren

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that 7BitCasino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Edmehton

vor 3 Jahren

7bitcasino - thank you for your feedback from my recent experience with your casino.

It’s amazing that every time you post a reply or send an email, you recycle the same information and don’t address my complaint.

How did you determine that the money won came from the $6 in free spin winnings. Your terms mention cash being used before bonus funds. However there are no terms that specify that bonus funds will be used before winnings from free spins or vice versa. There are no terms whatsoever that support your assessment. You lump the “120% and 100 free spins” as one promotion, and designate separate max cash out, rollovers, etc. however there is absolutely no distinction between when the other funds from the account will be prioritized being used.

Additionally, you continue to mention a max cash out of .005 and once again, this was not the terms of my promotion. My promotion had a max cash out of .003 and it was enforced after the promotion.

Please respond to the subject of my complaint as opposed to offering terms that are being created on the fly, and have no verbiage to support them in the actual casino or promotion terms.

I am again requesting the .033 bitcoin taken from my withdrawal. However, I am willing to compromise. I am willing to accept that the cash portion was used up, the remainder was a comprised of the bonus you gave and the winnings from the previous used feee spins. Which means there was 1.6 mbtc of 2.1 mbtc that still were in the account which are not covered by the free spin max cash out. So 75% of the contributing funds were not limited by the max cash out.

Hence I’m willing to accept 75% of the amount taken from me to resolve this issue and remove this from your to do list.

I am requesting .02475 bitcoin as an olive branch to coming to an agreement, and am willing to overlook the 2 months I’ve spent dealing with this

7BitCasino

• Representative

vor 3 Jahren

Dear EDMEHTON,

Thank you for your recent feedback regarding your experience at our casino. We take all reviews seriously and strive to provide a fair and transparent gaming environment for all our players.

Let us elaborate on the terms and conditions of our "Welcome Bonus 120% + 100 FS" system. Our team provides various bonuses with special terms and conditions. In this regard, we would like to explain the specific requirements for this particular bonus system.
The "Welcome Bonus 120% + 100 FS" comprises both cash and free spins, and each component of the bonus has distinct terms and conditions.

After investigating, we found that your winnings were only from a portion of the free spins, with a maximum withdrawal amount of 0.005 BTC. We are pleased to inform you that this amount has been returned to you. Please note that the winnings from the free spins and the cash part are separate, and thus, the withdrawal process for each part of the promotion is different.

Hope for your understanding on this matter. If you require any information regarding your account, please do not hesitate to contact us via email support@7bitcasino.com.

Our intention in providing this information is to clear up any misunderstandings that may have arisen regarding our bonus system.

Sincerely,
The 7BitCasino Team

Edmehton

vor 3 Jahren

I’ve also now requested my bonus history 4 separate times spanning the last week. -and have gotten no response.

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Durchschn. Antwortzeit 2 Tage

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