7Bets.io Casino - Player's winnings confiscated after using bonus.

Welcome Bonus 200%

Wagering requirement 10 times (Deposit➕Bonus)

Bet limit 50 dollars

Unlimited bonus winnings

Deposited 5000 dollars and got a 10000 dollars bonus

Noticed that the wagering was going slowly halfway through

When I sent an email, it was seized

All of my actions were confirmed by support before playing

I asked 5 or 6 times

All the responses from the two interactions are saved

Also, the 1429 slot was a machine where bonus play was OK on the day I played!! It was confirmed with the support

Dear hirokann0525,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate?

• Do I understand correctly that your winnings from bonus play were confiscated?
• Have you completed the bonus wagering?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Am I correct in thinking that any winnings from bonus play will be confiscated?

yes!!

Have you completed your bonus wagering?

It should have been completed but it wasn't, so I contacted them by email.

Violation was notified

I checked all the actions 5 or 6 times!

I even saved two of those chat histories in video and image format!!

Also, there is a video history of the call.

When I checked, the 1429 slot was not a violation.

Casino supporters have admitted this! Many times.

Hi hirokann0525,

• Do I understand correctly that you were accused of playing a restricted game while completing the bonus wagering?

Thank you.

that's right!!

Every action was checked 5 or 6 times.

The contents are as shown in the photo!!

Thank you very much, hirokann0525, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of 7Bets.io Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

I can't contact support anymore either.

Hello there,

Thank you hirokann0525 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 7Bets.io Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. The casino operates under the Costa Rica license which doesn't have an option to further escalate your complaint with them.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter