The full withdrawable amount was about R320000, this had been from winning races (bare in mind its not winnings directly from the slot) and to add to that, I had won first place in a tournament where the total prize money was R250 000. They paid this to my casino acc which all formed part of the R320000. Upon requests for withdrawal many excuses were given by the casino and my withdrawals were rejected. I had communicated back and forth via email with 7reels support until (I assume) they had exhausted all excuses and said that due to bonus winnings(free spins) they could only pay me R1000. On top of all of this they then also deleted my gaming history (which in my opinion is part of evidence) where it shows each and every transaction made either of me depositing or they paying me for winning the tournament or races. This to me does not seem to add up and I have reason to believe that this is fraudulent behavior on their behalf. 

Dear Julian,

Thank you very much for submitting your complaint through our website. We are very sorry to hear about the problem with your withdrawal. I carefully read Bonus T&Cs and, unfortunately, winnings from free spins are limited. They have a maximum withdrawable amount set to R1000, as the email support already mentioned. 

Please, be informed that many payment methods usually have a certain maximum withdrawal limit per transaction and players are only able to withdraw their winnings at a sum of R40000 per week. How much money did you request?

Could you forward to us your email communication with the casino, please? 
I would like to find out why the casino decided not to pay out your winnings.

Best regards, 

Kristina

Dear Julian,

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.

Best regards,

Kristina

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

I hope the evidences provided is helpful,i await your response .

Thanks

Hello Julian,

thank you for the evidence. I contacted the casino. I will let you know as soon as I have more information about your case.
Best regards,

Kristina

Hello,

We hope this message finds you well.

Please be informed that your withdrawal request has been approved for the amount of R1000, due to the fact that your winnings were issued from a free bonus. As per the rules of the website and your VIP level, the rest of the funds have been automatically voided due to the fact that they were not cashable.

Please refer to the Bonus Rules page, section 2. Bonus and Free Spins – General Terms:

Maximum withdrawal amount from free bonus money are as follows:
(ii). Silver maximum R1000

To clarify, the only deposit that we could locate on your account is the one made on the 1st of April 2019, that was played down at the time. All game sessions and play time after that time took place by using free chips and spins offered by the site to test out the games with. 

According to the rules of the site however, our customers can cash out from free bonuses as well, according to their VIP Level at the time of the cashout, which in your situation was Silver. This means that any winnings that you played for with a free bonus or free spins, will be capped to R1000 according to the Bonus Rules of the site. 

We hope the information has helped you and should you have any further questions or concerns regarding your account, please do not hesitate to contact us, we will gladly assist you.

Regards,

7 Reels Casino

Hello Julian,

I would like to ask you to respond to this complaint. In case you won't react in the next 7 days, we will close this complaint.

Best regards,

Kristina

Unfortunately, we’re forced to reject this case again because the player hasn’t responded to our messages and questions.