7 Spins Casino - Hráčovy bonusové výhry byly omezeny.

Won after freespins bonus was completed but they will only payout 100 to my bank account.

Dear Benjamin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Did I understand it correctly, that you have accumulated your winnings from Sign-up Free Spins? I have checked bonus policy, and this is what I found:

"Any winnings from the Sign-up free spins have a maximum withdrawable amount set to €100" 

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. 

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding. 

Best regards,

Petronela

Dear Benjamin,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

The winnings were from a promotional email they regularly send giving 25 free spins on some slots

It was my understanding that after the playthrough was completed the $100 was credited to my account and the rest forfeit. Anything won from that point was seen as real money.

The winnings were over a 4 week period of play, at some point I had as much as $7k in my casino account.

I have since making this complaint received an email from 7spins they have decided to terminate my account.

Dear Benjamin,

Could you please advise if you have withdrawn your $100 or you left it inside the account? Thank you.

I tried to withdraw $4000

They paid $100 and wiped the rest

Dear Benjamin,

The reason for cancelling the rest of your winnings was:

"Any winnings from the Sign-up free spins have a maximum withdrawable amount set to €100"

I would strongly recommend reading all the T&Cs carefully before you start playing, to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. 

If there is anything else, I could do for you in this case, please do not hesitate to contact me, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply.

Dear Benjamin,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any help, otherwise, we will reject your complaint.

Dear Benjamin,

I’m sorry but I still don’t understand if you have withdrawn your $100 or you left it inside the account? Thank you.

Just forget it. I already made it clear to you that when I tried to withdraw $4000 they paid me $100 and wiped the rest.

I understand that I won them from a free spins bonus (Not the Welcome bonus). But that was 4 weeks before I tried to withdraw. The play through was finished and it was marked in my account as real money.

Over that 4 week period my account balance got as high as $6800 and at one point as you can see in the screenshot around $1500.

As for their promotional terms, during the playthrough period my account had over $100 won from the freespins, but when the playthrough was done they changed my "bonus" balance to zero and credited my real money balance with $100

Given that they terminated my account shortly after I made this complaint I doubt that I'm going to be paid what I feel I won fair and square. Their decision to terminate my account just shows that they had something to hide.

Please understand, that if you didn’t withdraw your winnings it’s still counts as one game session. Have you made any deposit in to your account? 

Yes I had to make a deposit to be able to withdraw

Unfortunately, Benjamin, as I mentioned before, there is nothing we could do for you in this case. When you have redeemed your Free Spins, you started a play session which ended 4 weeks later when you requested a withdrawal. Sadly, you are not entitled to collect all your winnings, only the maximum cash out which is $100. If you have withdrawn your winnings of $100 right after completing wagering, then deposited real money and continued playing, it would be a different case. I’m sorry that we were not able to help you with this case, but please do not hesitate to contact us if you run into any issues with this or any other casino in the future. I’m forced to reject this complaint now. Thank you for your understanding.