Hi!

so i joined to 7bit casino on 26th of September. Used no deposit bonus (i get 877trx from free spins). I waggered this two days later. After I waggered money was cut off from about 5000-6000trx to about 650. That was sad but of course, I understand…

i made deposit 37.2trx and wanted withdraw money but then I find out that I can withdraw money from 1100 trx. I didnt have time for play so I left this account. I came back today (1.10.2023), won a little bit and made withdrawal request of 2300 trx. It was discarded and the reason is that their system has discovered that I have duplicate account. Well.. its my first account. Nobody use my laptop or wifi. So its not true.

for my question about evidence on that Ive got only question like this:

"Dear Player,

Thank you for your reply.

We sincerely apologize if our capabilities are limited. We are actively working on improving our services and functionalities to better meet your needs. Your feedback is invaluable to us. If you have any specific suggestions or requests for improving our support, please feel free to share them with us. We are always ready to listen and enhance our services to better align with your expectations.

Feel free to contact us anytime if you have any questions."

so yeah, they can always said that youve got duplicate account, STEEL your money and move on.

Its not a big money but still, its funny and disgusting.

by the way, after my deposit I get 50 free spins and this bonus is still on my account. If ive got duplicate account and cant use bonuses, why they dont cancell them? Are they waiting my play? Great, its better steel your players winngins not cancell bonuses before they start play??

Dear Leaflily,

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino, or you created an account in this casino in the past? Could you please advise if you have passed the KYC verification in the casino?

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

Best regards,

Tomas

hello!

I didnt have any account in past. I live alone and Ive got my own wifi.

Ive got few friends who also play in casinos, when they come to my place they use wifi but I dont know if they have account on 7bit and we dont play together or something so I dont think that somebody logged to their account on my wifi.

I didnt have KYC. They didnt want it.

Thank you very much, Leaflily, for your reply.

Was personal information in your casino profile filled in when the casino accused you of opening multiple accounts? Have you used only one device(phone/computer) when registering and playing in the casino, please?

Dear Leaflily,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Yes, I had my personal information in my profile. I used only computer

Thank you very much, Leaflily, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Leaflily,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite 7BitCasino to join the conversation.

Dear 7BitCasino,

Can you please provide more information about the allegedly multiple accounts?

If this information can't be shared publicly, please forward it to me at [email protected]

Dear Leaflily,

Thank you for taking the time to submit your complaint and share your experience with us. Your willingness to communicate your perspective and any frustration you may have encountered is genuinely valued here.

7Bit Casino never had the intent to accuse you in breaching our rules by creating another account. However, it is essential to understand the difference between "multiple accounts" and "duplicates", therefore we would like to shed some light.

While the term "multiple accounts" speaks for itself, in your case, we are referring to a "duplicate" account, therefore we believe, that some explanations are needed. To put it simply, it is the account that somehow used the same IP address for logging in or was playing on your cellphone/laptop/PC, etc. Having one of those is not prohibited on our platform, since we cannot forbid our Players to use public Wi-Fi or share their gaming devices with each other. However, drawing your attention that the presence of duplicates will result in certain restrictions on the receipt of bonuses and the withdrawal of winnings.

View these and other rules in our Bonus Terms: https://7bitcasino.com/bonus-terms

Rest assured, that we've already initiated the process of investigating your complaint. Our dedicated team is actively engaged in discussions with the forum representatives and is diligently compiling the necessary evidence. Gathering all the relevant information may require some time, but it is imperative for us to ensure that we address your case properly.

Your patience and understanding during this process are greatly appreciated.

Kind regards,

7Bit Casino Team

Thank you for your response and email, 7Bit Casino Team. I have replied back and am awaiting further information.

Dear Leaflily,

Can you please confirm if any of your relatives or friends are playing in 7Bit Casino and claimed the same bonuses?

Dear Leaflily,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi,

as I know nobody of my friends play on this casino.

Dear Leaflily,

Just a quick update, we are still discussing your case with the 7Bit Casino Team to find a suitable solution, so I kindly request your patience.

Hello Leaflily,

We appreciate your patience throughout the resolution process and express our gratitude for your understanding.

Our team is diligently investigating your situation and striving to settle things with fair and satisfactory outcome. In odrer to proceed with the case we kindly ask you to go through verification process. The detailed instructions were sent to the email address you have registered with. This procedure is crucial in resolving your complaint, therefore we hope for your cooperation.

Wishing you a wonderful day and a positive outlook!

Best regards,

7Bit Casino Team

Dear Leaflily,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Despite the casino team's fair approach and willingness to find a fair resolution to the situation, unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.