7BitCasino - プレーヤーのボーナスは入金されませんでした。

Hello,

I found the 7bit casino here on casino.guru. The positive reputation looked good and the exclusive bonus catched my eye.

I followed the link here on casino.guru to their casino site, where you land on a landing page that shows the offered bonus (and how to obtain it - deposit 20€ and use the bonus code that is also mentioned here on casino.guru). After the sign up I typed in the bonus code - it got accepted - and deposited. I didn't receive the bonus though.

After contacting the live chat, they told me I need a special link (I showed them the link from casino guru, screenshot of their own website offering the bonus to me and screenshot of accepted bonus code) to be eligible for the mentioned bonus and they can't credit the bonus to me.

So first of all: I used the link here from casino.guru.

2nd: I got to a landing page which is part of THEIR WEBSITE which offered the bonus to me (how do I got there if I didn't use a link for that bonus?)

3rd: the bonus code was accepted at the cashier.

So this whole link thing is very dubious in the first place (again, how do I get to the landing page of that bonus on their website when not by a link that is directed at that bonus?), but since their own website offered that bonus to me, it's pretty obvious that something on their end didn't work out. First I thought it was some misunderstanding, but after talking to the support (for a whole day) it looks more like it's just a trick to get people to deposit or something, who knows.

Anyway, because of this my trust in this casino is destroyed and since that is the most important thing in online gambling, I want a refund on my deposit. Since they offered that bonus to me (there might be some communication issues between casino.guru's exclusive offer and them, but since their own website offered it to me too, it should be obvious that it's their end) and chose to not add it, I payed for something that was advertised by them but never delivered. This should be simple, but somehow they think they can just keep my money.

It's like going to a bath where a big pool is advertised and you just get a bathtub. Obviously you'd demand a refund (and probably contact the authorities).

I'd appreciate your help on this. I know it's only 30€, but even if I don't get the money back I want others to know that this casino tries to trick customers.

I'll attach the screenshots I mentioned. If you need anything else please tell me.

Best regards,

Chris

Hello hurricanePJ,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 7BitCasino. Please allow me to ask you a few more question before we would move forward.

Can you please clarify if it was the first deposit bonus? Is your deposit still in your casino account or did you play it away? Could you forward the communication with the casino to nikolas.b@casino.guru please?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

Thanks for your fast reply.

Yes, it's the first deposit bonus. I attached a screenshot of the offer in my original post (and you can still find it here on casino.guru).

I haven't played with the deposit.

I'll forward the communication to you.

Best regards,

hurricanePJ

Dear Guru Team,

It was so upsetting for us to know about hurricanePJ's disappointment because of this bonus. Unfortunately, this bonus is only for players who registered via an affiliate link. We have double-checked the fulfillment of conditions for this bonus and regrettably the customer has registered via the wrong affiliate link that is why the bonus wasn't added.

However, we value our players and as a sign of loyalty our team decided to add this bonus to the player. We have emailed hurricanePJ with the offer of this bonus with all bonus conditions, and now we are waiting for the player's positive reply to add the bonus. 

Hope the complaint will be resolved as soon as possible, and sincerely wish the customer and Guru team all the best.

Kind regards,

7BitCasino team

Dear 7Bitcasino,

as of now (just took a screenshot again) the link available here at casino.guru still directs you to the mentioned bonus landing page of your website. If the link itself is correct or not is solely your liability as the bonus landing page confirms the offer from your side (+ the acceptance of the bonus code confirms it again). The user can not - at any point - notice that he needs a special link (or that the one he used is wrong).

This is probably important for casino.guru too, since they seem to decline your affiliation? But that's between casino.guru and 7bitcasino.

The fact that we sent 17 emails over 20 hours or so and you didn't come up with this solution until I filed a complaint shows that you're indeed just trying to trick people to deposit under false information and keep the money. More so, you haven't even fixed the problem, so obviously you're trying to continue this unethical procedure.

Mistakes happen all the time, that's why a genuine casino would have just apologized for the mistake and either added the bonus or refunded the deposit. Why a casino with your reputation needs to act in this way is beyond me, but I don't want to know what happens when someone tries to withdraw the money he won when a bonus of 50€ is so problematic already.

Like I already said, trust is the most important thing in online gambling and your behavior shows that you can't be trusted.

I still hope to be refunded.

Yours sincerely,

hurricanePJ

Dear Guru Team,

We have offered hurricanePJ to issue the bonus the player was asking for, however he refused this offer. In this case we need to inform that regarding the Terms and Conditions of our site "Money deposited in casino must be used for gaming activity only. Due to this, all deposits need to be wagered at least 3 times, table/live games at least 10 times playing real money. If a player is suspected of money laundering or other fraudulent actions, the casino has the right to terminate player’s account." It is stated in the Terms and Conditions of our casino, 10. Anti-Fraud Policy section. 

We kindly ask the customer to complete the wagering of the deposit before the withdrawal.

Best regards,

7BitCasino Team

Dear 7BitCasino,

stating an anti-fraud rule in this case is kind of ironic.

Anyway, since this is an anti-fraud rule, it can only be applied if

- the deposit itself is made under legal circumstances, which is not the case here.

- this would be a withdraw, but it's not. It's a refund because the reason is originated in your responsibility.

If this rule could be applied to all deposits, you couldn't be held responsible in any way. That would be convenient, wouldn't it?

Dear Guru Team,

As we can see, the main claim of hurricanePJ is that he didn't receive the bonus he wanted. We have contacted the customer and offered to get this bonus, however the player refused to receive the bonus. That is why in reference to our Terms and Conditions, player need to play the deposit with the wager x3 for the slot games or wager x10 for table games. As we already mentioned, due to the rules of our casino "Money deposited in casino must be used for gaming activity only. Due to this, all deposits need to be wagered at least 3 times, table/live games at least 10 times playing real money. If a player is suspected of money laundering or other fraudulent actions, the casino has the right to terminate player’s account." 

The customer still can get the bonus if he wants. Otherwise, he should play his deposit with the x3 or x10 wager in reference to the rules of our casino.

Kindest regards,

7BitCasino Team

Dear hurricanePJ,,

Can you please clarify why did you refuse to get the bonus if it was the main objective of the complaint?

Hello Nick,

My complaint was never about getting the bonus and I already said so in my original message. I filed this complaint to get refunded because of the unethical behaviour of the casino and warn others about it.

As of now, the situation is exactly the same. The link still points at the exact same landing page over a week later. Because of that, it is to be expected that they will continue to do the same thing to others, since they obviously have no intention to change it. They will keep advertising that offer that they never plan to fulfill and trick potential customers into depositing.

How can a casino that acts like this be trusted?

Dear Guru Team,

hurricanePJ has made a deposit to get the first deposit bonus which is promoted on your site. Regrettably, the customer used the wrong affiliate link while registering and didn't get the bonus automatically with the deposit. 

Our support team offered hurricanePJ the standard first deposit bonus which 100% bonus + 100 free spins, however the player refused from this offer. We were deeply sorry to know that the customer was such disappointed because of this bonus, so we have contacted him by email with the offer to add the bonus he was asking for, but the player refused from the offer again.

As the main reason of this complaint was that the player didn't get the bonus he wanted on his deposit, we have made everything we could to resolve it. 

Due to the fact that the player has discarded the issuance of the bonus, we kindly ask hurricanePJ to play his deposit with the wager x3 for the slot games or wager x10 for table and live games in reference to the Terms and Conditions of our casino. This rule can be found in the section 10. Anti-Fraud Policy. If hurricanePJ wish, we still can add the bonus to his account. In other way, he needs to wager the deposit due to this rule. 

Hope the complaint will be resolved soon. Wishing the customer and Guru Team a great day!

Sincerely,

7BitCasino Team

Hello hurricanePJ,

If you really wish to receive back only your deposit (without accepting the bonus) you will still have to follow the casino's terms and conditions - therefor you will need to wager you deposited amount according to the terms. It is a completely normal rule which prevents money laundering.

You requested the refund due to the uncredited bonus which was later offered to you. If you refused that, you will be able to withdraw after the rollover of the deposit.

Hello Nick,

Too bad that you choose to ignore what they're doing. I thought casino guru has some knowledge about laws and ethics, but no - casinos can get away with everything they want.

My intention to raise awareness to the problem will fail as well as this will be marked as resolved. No one will see it and it will just continue as it is.

-----

Dear 7BitCasino,

I have to admit that I'm impressed that your support stayed friendly at all times. I still don't know why you need to act in the way you do, but at least that's something you can build on.

Anyway, I'm tired of investing time into this matter. You win, please add the bonus to my account and I'll play through it.

Yours sincerely,

hurricanePJ

Dear hurricanePJ and Guru Team,

We are happy to share with you that we've contacted hurricanePJ, and the bonus was credited to the account.

We hope that this complaint will be resolved as soon as possible, and sincerely wish the customer all the best.

Kindest regards,

7BitCasino team

Hello hurricanePJ,

Can you please confirm that you have received the bonus from the casino?

Hello Nick,

I received the bonus.

Best regards,

hurricanePJ

Hallo Nick,

ich habe den Bonus erhalten.

Best regards,

hurricanePJ

Thank you hurricanePJ for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick