Slots 7 Casino - プレイヤーの撤退は拒否されました。

I requested withdrawal on 11/25/2020 however, it took a long time to clear my KYC and then nobody informed me that the original bitcoin address was not valid. I did find that out until last week and I then gave them a new bitcoin address and have just now been told that because I accepted daily free chips over the weekend that i am no longer able to get this withdrawal. because they did not deduct the wagering in my account at the time of my withdrawal I have been playing with that money and have now wagered a total exceeding $33,000 and they don't want to pay me my measly $100.

Dear TESS61,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you deposited any funds into your account, or your winnings have been accumulated purely from a free chip/bonus? Do I understand correctly that your withdrawal got rejected because you’ve redeemed two consecutive free promotional offers?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I was asked this morning to cancel the withdrawal. I did that and then I requested another withdrawal and I'm waiting to hear back from their support team. I didn't realize I wasn't suppose to accept the "free chips daily" special for December while I was waiting on the withdrawal. I don't even understand why the other funds were not deducted immediately from my account when I first requested the withdrawal. And they haven't again even though i've requested another.

Now i've been told, after having wagered well over $33,300 that I have to get my account below $5 and it still has a balance over $6,300 from the original bonus. I don't even see how that's going to be possible. They are still telling me I don't qualify for a withdrawal because of a $5 clause? WTH???

Thank you very much, Tess, for your reply. I have checked bonus general rules, and this is what I found https://www.slots7casino.com/bonusterms/:

"The Player's account balance must be $5.00 or less in order to redeem any promotion including deposit bonus."

"Players cannot redeem multiple free bonuses consecutively. If you have redeemed one no deposit bonus and you are subsequently offered another one, a real-money deposit needs to be made in the interim for you to be eligible so that you can purchase the second no deposit bonus."

Could you please advise if you have deposited any funds into your account? 

No deposits made however I played the balance all the down to less than $5. I just don't have any funds I can deposit and all withdrawal requests have been cancelled, as, according to them, I was not allowed to receive because of some sort of $5 clause violation.

Thank you very much, Tess, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Tess,

Could you please confirm, your winnings what you wanted to withdraw was from your first no deposit bonus? While you were waiting on this withdrawal, you activated another free bonus. Then your withdrawal was cancelled (because of wrong bitcoin wallet address and now you can't withdraw anything, because you activated two free bonuses in a row.

Is that correct?

Everything is correct EXCEPT withdrawal was cancelled because I had "violated T&A" regarding the bonus, and they then asked me to cancel the withdrawal request because they were not going to honor it. As for the incorrect bitcoin wallet I provided them with another and all was well then they did the above.

I would like to invite the casino representative into this case, to help us discover what exactly happened and bring some light into the case.

That will be fine.

We would like to ask the Slots 7 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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

I am very sorry Tess, your complaint will be published, and casino rating lowered, maybe the casino will return to this case after the holidays.

The casino can reopen this complaint anytime.