Slots 7 Casino - プレーヤーの賞金が減額されました。

So i had signed up for this casino about 2 weeks ago and after i had signed up i needed help with making a deposit. On there website they say to contact them through there 24/7 live chat or email or phone number, I tried cntacting them live chat and it said there was no one able to assit like they were closed or whatever and they were out for over an hr, I tried calling the number online and the number didnt work i emailed them and got nothing back and when i was trying to figure out hto deposit since they werent answering i seen a bonus code and i thought it was a depositing bonus long story short i got stuck with a $100 free bonus when i didnt even want that i wanted to deposit more then that while playing this bonus i hit for $8,000 or a little over I checked to see if they wer online and they finally were so i reached out to them and told them ive been needing help for over an hr to deposit and now I hit for $8,000 and she had told me the max I can cash out was $100 which i called bs because i didnt even want that bonus that they werent open like they said they would be for over an hr to help me with my deposit so then she said she was going to give me this 100% no rule bonus to help me with my situation I repetedly asked her how much do I have to deposit to be able to pull all my money out because i was willing to deposit whatever i had to and the lady repeatedly told me only $50 dollars. I asked multiple times if I was going to be able to pull out all my money thats on my account and the lady told me repeatedly yes even before i made the deposit I asked one last time before doing it if thats all i needed to do was deposit $50 and ill be able to pull out all the money in my account and if she can explain to me what the bonus was she was adding to my account and what was supposed to happen was I get to pull out my money she said once i made the deposit reach back out to them and she closed the chat. After making the deposit I reached back out and told her I was done and if I can have help with withdrawing she then said I could only pull out $500 and I was confused because she just literally said less then 5 minutes before that i could pull out everything. Pretty much i feel like whoever I spoke to manipulated the situation knowing I didnt know what I was doing and Lied and I feel like they werent holding up what they said they were going to do and have 24/7 service and when i needed help I tried all forms of communication and each attempt was unsuccessful and then got stuck with a bonus i didnt even want or need and then whoever wants to manipulate and lie an when i asked where and who can i make a formal complaint to now i wont get response. So I feel like I should be able to withdraw all the money i rightfully earned and won and then we can cut ties because i dont want to be involved with a company that acts shady like them. I sent as many attachments of part of mines and there customer service and I have more but it wont let me upload them

Dear recklezzbehaviorz9,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have checked the general bonus terms and conditions, and this is what I found (here):

"All no deposit bonuses: standard wagering requirements

...

Max cash out for a free chip is not more than $100 irrespective of the value of free chip."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Please understand that it is nothing unusual to have maximum cash out applied to any promotional winnings. I understand that you wanted to deposit real funds, but since you accepted willingly Free Chip before succeeding in placing the actual deposit, there's not much we can do for you.

Could you please advise if you withdrew the winnings that you are entitled to?

Looking forward to hearing from you.

Best regards,

Petronela

I didnt willingly take the bonus i needed help with depositing and theywerent open to help with me depositing i thought that it was a deposit bonus and then i have $100 in my account and then they tell me its a free bonus that i didnt want. so they dont have to follow what they say on there page by being open and they can just lie and bend rules and add a 100% no rule bonus and im asking what everything means because i dont understand the terms and im pretty much played with that as well

i have screenshots of mine and theres whole conversation to prove the munipulative crap they pulled on me

Dear recklezzbehaviorz9,

Would you agree that if you haven't placed any real money deposit and accumulated your entire winnings from Free Spins, the maximum cashout should be applied?

It depends if customer service was open like they say they are supposed to be 24/7 and was able to help me with depositing because I had no idea what i was doing and you can obviously see that in all the screenshots of mine and there customer service rep. My opinion is like alot of other casinos if they give you a bonus and you win in order to collect the winnings you have to make a qualifying deposit. Which I did say I could make the money wasnt the problem I didnt need the bonus I had money to deposit and I reached out to every form of contact they have available and nothing worked there phone number there email or there "live chat" But the representative in did add a different bonus a 100% no rule bonus and like I was saying before they told me I would be able to pull out all my money if I made a deposit and I said cool i'll do it and how much do I have to deposit in order to be able to collect all of my winnings and they said $50 and i asked multiple times if they were sure and if I would be able to pull out ALL of it and if it wasnt $50 how much did I need to deposit and she said $50 and before I even went to deposit I asked again and she said yes go make the deposit and reach back out to them so I did what she told me to do and deposited the $50 and when I reached back out to them she said ok I can pull out $500 because the max cashout was 10X the deposit amount and I was like hold on that wasnt part of the what they said before and if I was able to deposit $50 and get $500 why didnt they tell me I would have to make a much bigger deposit in order to withdraw more because clearly I didnt understand what the bonus was or the terms and pretty much I was asking her if she could please explain things to me and thats what I got and now they are giving me the run around with trying to withdraw anything off of it. I send them emails over and over again ive even replied to past emails from them and they say they never got them even when i send screenshots of my emails. I asked them who do i go through to make a formal comlaint they dont want to get back to me Ive asked them who do they license through they dont say anything they have just been very manipulative and rude and I genuinly feel like I should be able to withdraw all that I won.

here are a ew of the screenshots between me and there rep. I could only attach these but there are much more

here are some more messages of our conversation

some more of our conversation

Do I understand correctly recklezzbehaviorz9 that you redeemed two bonuses?

1) $100 Free Chip for the registration

2) 100% match bonus for your first deposit that you placed when winnings from the first deposit were accumulated already

Is that all correct, please? Have you received any winnings from the casino already?

yes i got the free $100 bonus unknowingly after registration i thought it was a deposit bonus and then i see my account is credited $100 and after i won and they finally reached out to me gave me the no rule bonus because i needed one of those nonuses anyways because i wantted to deposit i didnt want a free bonus wen i have money. And no ive put in a withdraw request for $500 since thats all thy have allowed me too type in and ive sent over all documents they have asked for multiple times to each email and they say over and over again they havent received my email over nd over nd over again they are playing games

Hi Petronela,

I have gone through this player issue. We got to know that this player started with Welcome bonus and he made balance more than $8000. He wanted to cashout this total amount. However, the maximum cashout on Welcome bonus we offer is $100 only.

And this player made a deposit of $50 to cashout all the funds and came for bonus. Our agent has given 100% bonus on his deposit. When our Complaince team reviewed this case, they found that he has deposited when his balance is more than $5 and breached $5 clause.

As this is the mistake from both sides, We have reviewed and refunded player deposit of $50 and allowed cashout of $100 on Welcome free chip.

If player completes his KYC verification, we can process his withdrawal of $100. But player wanted to redeem his total balance on Welcome Free Bonus which is $8,202.10.

Kindly suggest us if there is any resolution.

Regards,

Slots7 Casino

Thank you very much, both sides, for providing all the necessary information.

Dear recklezzbehaviorz9,

I will now transfer your complaint to my colleague Matej (matej@casino.guru) 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.  

Sorry if i come off rude but slots 7 casino is full of shit...they know that they were not available upon me crating an account and had no clue what I neeed to do and I told them that the very first conversation i had with them the bonus i thought was a deposit bonus up until i notice my account is credited $100 which i didnt even want the welcome free bonus because i had money to deposit. Then when I brought it to there customers service attention she was going to make it right so I could withdrawl all of my funds so she gave me a 100% no rule bonus and told me to deposit $50 in order to withdraw all of my cash. It wasnt a missunderstanding on my part or heres because I asked specifically if I was to deposit the $50 can I pull out all my money and she said yes I can I even asked if $50 was all I needed to deposit in order to withdraw all of my funds and if not how much did I need to deposit because I had whatever it was they needed in order for me to withdraw all of it and she told me over and over again just deposit the $50 . I asked her to tell me what the 100% no rule bonus was all about because I didnt understand what the bonus even meant or did and she wouldnt really get into detail other then telling me to deposit the $50 to receive my money. It wasnt till after I deposit the $50 she tells me I could only pull out $500 and that the bonus only allows you to withdraw 10X the deposit amount and then got into all the terms when I had asked that before I did anything. They said they were going to refund the $50 back and it never got refunded, when i go to withdraw it still tells me that the last deposit i made was $50 and im able to pull out $500 (which I strongly believe that I deserve the whole $8,000 or something at least close to it) they say I havent submitted the kyc documents which is a lie ive sent them multiple lines to all there forms of contact they provided me with and ive sent screenshots of me sending them emails Ive even done it while we are on chat just so I could let them know it was done and they can go check while we are still on chat and everytime they tell me they havent received anything which is a lie because im looking at the email right at that moment its like they are really acting really shady and playing games with me like its funny and its not. I can provide screenshots of conversations I can send you screenshots of my account in general, as well as ALL the emails ive sent to them providing my kyc documents I even uploaded them on there site when I first requested my withdraw so theres no way they havent got any of my emails.

Dear recklezzbehaviorz9,

I am sorry to hear about your troubles.

Could you please confirm this:

The balance of $8000 on your account was gained from free money which you received before you deposited.

Am I correct?

yes it was but i was unaware that I had received a welcome bonus i thought i had a deposit bonus and i reached out to them because i needed help with making a deposit and they were unavailable for way over an hour despit saying they will prlvide 24/7 live chat services so i logged out and logged back in to see if there chat was finally open and the money was there and they still werent available and then the lady tricks me into depositing $50 to pull out my money and then after thats not the case and then they dont even refund my money back into my account and then wont even cash me out on the $500 literally its been nothing but game after game with these people there rude and they know they werent open and all the contact information they have to get in contact with them was unavailable I called the phone to get help with making a deposit the number didnt work i sent an email multiple emails got nothing i sent them a live chat and got nothing back not until an hr and a half later. I even asked the lady how much did i need to deposit because if $50 wasnt enough I would deposit more to prove that i did have the money to deposit I just needed jhelp which they were unable to provide due to not following through with they are supposed to provide which is 24/7 live chat at the very least services I can provide every email ive sent to them and got nothing in return literally they have only responded back to one of my emails its nothing but stupid games welcome bonus or not if they would follow through with what they say and provide the customer service help they say they are going to provide because clearly I didnt know what I was donig because I am asking the customer service agents to further explain things to me because thats what they are there for she doesnt even really tell me anything about anything until way after the fact

I am sorry, but if you won your winnings from free money ($100), then the casino has the right to cap your winnings to $100.

I understand that you are unhappy with customer support. However, if you come to the store and there is no one to serve you, it doesn't mean you can take stuff for free.

From your perspective, you won $100 and deposited $50. If you didn't lose your $50, you should be able to withdraw $150.

100 from the free bonus + 50 from your deposit.

thats crazy to me because if a store that is supposed to be 24/7 is all of a sudden closed then they close all access to the public, if you walk into an actual casino theres 24 hr support because we are dealing with money, major banks arent open 24 hrs but they have at least a 24/7 customer service phone line you can call even some mobile banking has 24/7 customer service so therefore if they say they are going to have live support 24/7 then thats what it should be if they need to leave for over an hr then we should not be able to play because its our money they are dealing with anyone could need help or had done something wrong or whatever the case maybe every other online casino ive played at since this one (because im just starting to get aquainted with online casinos) all have had 24/7 live chat or a working phone number to speak to someone, or both i have not waited for then 5-10 minutes and probably even that to get a response from anyone from customer service at any other casino. and they never even gave me my $50 back and i dont see where you get $150 from when I have a 100% no rule bonus with a 10X cashout redeemed on my account. Add even if i did agree with what your saying it still is an issue because ive sent over my kyc documents MULTIPLE times to both different email addresses they have gave me and I never get a response and or they tell me they didnt get my emails or the documents ive screenshotted the emails and have sent it to them and they claim over and over again they never got them. So this munipulating casino can sit there and not follow through with anything they say they are going to do like having 24 hr service and wait times or processing times but when i win on a game with I guess a free bonus when I didnt even want the stupid bonus i thought it was a deposit bonus because they were being advertised on the same slide and i just clicked the deposit bonus side and when it took me to the page it had a promo code already in the box and i thought it was my deposit bonus and i didn tknow what i was doing so i called them they dont even have an active phone number, i emailed them and never got a responses, and I messaged them on live chat and nothing ive asked for the information for who they license through nothing there rude they dont respond back to anything sometimes they close my chat without even helping me they tell me to give them a few minutes to check my account and then i look back and they ended it so all thats ok but what im saying is correct.

I understand that you are frustrated with customer support, and all I can do in this situation is to ask the casino representative if they could help you with KYC and withdrawal of $100 + $50.

Dear casino representative, could you please help recklezzbehaviorz9 with the KYC - it looks like she still have some problems.

they wont help ive tried over and over and over and over and over again if you guys cant help me who can i take my issue to legally because honestly these people are manipulating scammers and im tired of it i thought you guys would be able to help the situation and doesnt seem like you guys can help. ive tried being resonable with them i didnt even care about the $8000 at one point i tried withdrawing $500 like they said i can i tried withdrawing $100 and they play game after game so im over it I document every conversation we have so im just going to contact california gambiling commission or the federal level to see if theres anything they can help me with. unless you know of any other place i can file a complaint

Hi Matej,

As I have mentioned in my earlier reply, We have already refunded player deposit of $50 and allowed cashout of $100 on Welcome free chip.

If player completes his KYC verification, we can process his withdrawal of $100. But player wanted to redeem his total balance on Welcome Free Bonus which is $8,202.10.

Player didn't shared KYC yet. We need ID proof and latest address proof in order to review his withdrawal and process.

Regards,

Slots7 Casino

Dear recklezzbehaviorz9,

As I already wrote your winnings are from the free money coupon. (which has certain rules) You won $8202.1however you can keep only $100.

Then you deposited $50 and got a bonus; from this money, the maximum you can win is $500.

It doesn't mean that the casino will pay you $500, and even the support gave you the information that you can withdraw $500 from a deposit, you made, not from money you already had in the account.

What you can withdraw is $100 because the casino already refunded you your deposit of $50.

honestly your no f****n help how and the f**k cant i withdraw $500 i never got a refund and ive even played since i deposited the $50 and my winnings should be about $500 so honestly f**k this s**t im just going to go a different route with this im f***b over it

I would like to mention that we have a zero-tolerance for vulgarisms. So one more time, from free money, you can't cash out more than $100. 

Unfortunately, we can't help you with this case. The casino acted accordingly to the terms. Therefore, we will close the case as rejected.

how when they still wont cash me out on anything

you guys are fraud just like and a scam just like this damn casino this was a waste of my f***n time

Unfortunately, we must reject this case. 

recklezzbehaviorz9 didn't follow my warning about vulgarism.

Also, he is not willing to accept that from free chips, there is a limit on winnings. He can't withdraw $500 from free chips winnings.