B7 Casino - Spilleren rapporterer blokeret konto efter anmodning om udbetaling.

I had never really had problems before, I was always paid out properly.

But in a strange way, I deposited money into my account, which did show up on my account but did not reflect in the bank account. When I noticed this, I kindly emailed them to deduct that money from my account, which they did, but did not respond to my email at all. Now, after my payout of 3000 euros and another 1400 euros still in my account, they have blocked my account, this is the short version of the story. I apologize for writing in Dutch, but I found it easier to describe it this way.

h ad eigenlijk voorheen nooit geen problemen werd altijd netjes uitbetaald.

Maar op een vreemde manier heb ik geld gestort op mijn rekening wel op mijn account gekregen maar zij niet op de rekening. Toen ik dat door had heb ik netjes in een mail gezet haal dat geld maar van mijn account af, hebben ze ook gedaan, maar niet of geen enkele reactie via mail terug. Nu naar mijn uitbetaling van 3000 euro en nog 1400 op mijn account hebben ze mijn account geblokt, dit is het verhaal in het kort. Het is in het Nederlands mijn excuses maar kon het dan beter omschrijven

Dear gadeboer2422,

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. 

• Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.?
• When did you make the last successful withdrawal?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

I made a deposit that did not end up in their bank. Above you describe it differently. The money has now been removed from my account so I no longer have a debt with b7casino

i k had een storting gedaan die niet op hen bank is komen te staan hierboven beschrijft u anders om. Het geld is inmiddels wel van mijn account gehaald dus ik heb geen schuld meer bij b7casino

My account is still blocked unfortunately, I have no access whatsoever. I had 3000 euros paid and there is still 1400 in my account. Don't get any response from B7casino itself. I've been verified, so that can't be the cause. No more debts at B7casino because they have already collected them all. So I don't know why they have to block me. And don't pay out.

Mijn account is nog steeds geblokkeerd helaas, heb geen enkele toegang. Heb 3000 euro uitlaten betalen en er staat nog 1400 op mijn account. Krijg geen enkel respons van B7casino zelf. Ben geverifieerd dus daar kan het ook niet aanliggen. Schulden bij B7casino ook niet meer want die hebben ze allemaal al geïnd. Dus zou niet weten waarom ze mij moeten blokken. En niet uitbetalen.

Thank you very much for your reply, gadeboer2422. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Good afternoon, I have not had any contact with this casino via email because they do not respond. I have had communication via chat, but I cannot send proof of this because my account has been blocked.

For the third time I would like to point out that your summary of my case is incorrect.

I deposited money into my account that did not go into their account and not the other way around. I then sent an email to them asking them to remove it from my account, which they did. Was able to play slots that day. But the next day my entire account was blocked even though I had made a withdrawal of 3000 euros (still not received) and there was still 1400 euros in my account.

Hope it's clearer for you this way.

So far everything is still blocked and has been for over a week.

I hope there will be some action, I have been working on this for more than 2 weeks now

Yours sincerely.

G***

Goedemiddag, ik heb geen contact gehad met dit casino via email want daar reageren ze niet op. Via chat wel communicatie gehad maar daar kan ik geen bewijs van sturen want mijn account is geblokkeerd. 

Voor de derde keer wil ik aangeven dat uw samenvatting van mijn zaak niet klopt.

Ik heb geld gestort op mijn account wat niet op hun rekening kwam en niet anders om. Heb toen een mail gestuurd naar hen dat ze dat van mijn account mochten halen dat hebbem ze ook gedaan. Kon toen die dag nog op slots spelen. Maar de volgende dag was heel mijn account geblokkeerd terwijl ik een opname had gedaan van 3000 euro (nog steeds niet binnen) en er stond nog 1400 euro op mijn account.

Hoop dat het zo duidelijker is voor jullie.

Tot nu toe alles nog steeds geblokkeerd en dit al meer dan een week.

Hoop dat er wat actie komt, ben hier inmiddels als meer dan 2 weken mee bezig

Met vriendelijke groet.

G***

Thank you very much, gadeboer2422, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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, gadeboer2422,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear B7 Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has her account been blocked? What steps should the player take to unblock the account and/or withdraw the disputed winnings? Will the disputed winnings be paid out?

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello, dear all.

Thank you for getting in touch with us, gadeboer2422. We have examined your case very carefully and have decided to close your gaming account and confiscate your winnings due to violation of our terms and conditions.

Here is the rule we followed when making a decision: 12.1. "The Company has a strict anti-fraud policy and utilises various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to: participating in any type of collusion with other players; fraudulent actions against other online casinos or payment providers chargeback transactions with a credit card, or denial of some payments made; creating two or more accounts; other types of cheating or becomes bankrupt in the country of their residence, the Company reserves the right to terminate such account and suspend all payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons for such actions. The Company also reserves the right to inform applicable regulatory bodies of the fraudulent actions performed by the player; delaying game rounds in any game, including free spins and bonus features, to a later time when you have no wagering requirements, leaving large bets on the table, for example in blackjack, and returning to the game after bonus wagering has been completed; playing games with bonus money to build up in-game value, lose the bonus funds, and then cash out on the built-up value during real-money play; or using strategies that take advantage of any software bug or failure".

Our decision is final and cannot be reviewed again. We hope for your understanding.

Best regards,

B7Casino Team.

Dear gadeboer2422,

From what funds did you accumulate your disputed winnings if, as you claimed, your deposit was unsuccessful, and the casino removed it from your balance?

When did you make the last deposit to the casino, how much was it, and when did you play and accumulate the disputed winnings?

Are we talking about a chargeback rather than an unsuccessful deposit and removing it from the casino account balance? If yes - are you aware of the fact that if you accumulated your winnings from such fictitious funds, the winnings are invalid, and it even means a serious breach of the casino's rules?

I just now read the feedback from B7casino and am simply told that I am committing fraud. Everything about this is a lie, I even experienced this on my own accord and then sent an email that they could collect it from my account. If I was a fraudster, I would not have done that of course. I don't have a credit card so I couldn't have done that option either. I have not done any chargebacks because that is not possible with a deposit you make yourself, at least in the Netherlands that is not possible. Something went wrong with the transaction, but that is not my fault. I find this very bizarre and strange. I actually pointed out to them what happened. And the accusation with other fraudsters is completely nonsense. Coming from the Netherlands, who should I do this with? Just doing this for fun. So I completely disagree with this statement and find this accusation very reprehensible!!

ik lees nu net de terugkoppeling van B7casino en krijg gewoon te horen dat ik fraudeer. Hier is alles van gelogen heb zelfs uit eigen beweging dit ondervonden en toen een mail gestuurd dat ze dat konden innen van mijn account als ik een fraudeur was had ik dat niet gedaan natuurlijk. Ik heb geen creditcard dus die optie kan ik ook niet hebben gedaan. Heb geen terugboekacties gedaan want dat is ook niet mogelijk bij een storting die jezelf doet, tenminsten in Nederland kan dat niet. Er is iets fout gegaan bij de transactie maar daar heb ik geen schuld aan. Vind dit heel bizar en raar. Ik heb hun juist zelf gewezen op wat er is gebeurd. En de beschuldiging met andere fraudeurs is helemaal onzin. Kom uit Nederland met wie zou ik dit moeten doen. Doe dit gewoon voor mijn plezier. Ben het dus helemaal niet eens met deze uitspraak en vind deze beschuldiging erg kwalijk!!

I cannot answer the questions when and how much and I can no longer look at my account

op de vragen wanneer en hoeveel kan ik u geen antwoord geven in kan niet meer in mijn account kijken

Alright, gadeboer2422. You mentioned that you informed the casino about the unsuccessful deposit.

Although you claimed there was no communication between you and the casino because they did not respond, you informed them about the situation, so you have the emails that you sent to them.

As I can see, you still refer to an email or emails that you sent to the casino. However, until now, no email or communication regarding the deposit in question directed to the casino has been provided.

So, before I ask the casino for more details or supporting evidence, please forward all the emails that you sent to the casino about the unsuccessful transaction to my email (branislav.b@casino.guru) or share the screenshots here, with your next response.

Since you use Gmail, it would be highly appreciated if you could forward me the mentioned email(s) as attachments or share it with all the necessary information (receiver, complete email body, sender).

Please note if you are not able to support your claims, the complaint will be rejected.

To be honest, it looks like you simply played with some real money balance, and only then, after the winnings were accumulated, you noticed the deposit was not successful. Otherwise, I do not understand why you would not have sent us the mentioned emails/communication at the beginning.

I send you the mails

Thank you for your email and the provided screenshots, gadeboer2422.

Although it was not forwarded in the form that I requested, I can see that it only confirmed my assumption above. You basically informed the casino about the unsuccessful deposit only after the disputed winnings were accumulated, while (if I understand correctly) your proposal was that the casino should return your winnings and deduct the amount of the unsuccessful deposit from them. Unfortunately, this is really not the way how it works.

Do you think that it is OK to win from fictitious/non-existing funds, for free, and then ask the casino to pay out such funds and only deduct the amount of the unsuccessful deposit from them?

The provided screenshots/communication are not enough to support your claims that you informed the casino about the unsuccessful deposit on time nor that the casino deducted the deposit amount from your balance before the winnings were accumulated. It was done too late - after you played with those funds.

Do you have more information from your bank/payment provider about why the deposit was unsuccessful?

In one of your emails, you mentioned that you made deposits with them again after all this happened. What happened with those deposits, please?

I have of course also done research and what happened with the deposit has also happened to several people, which I think says more about the system than about us. In addition, I have read dozens of reviews from people who exactly the same thing happened to B7casino when it comes to paying out large amounts and they block your account. You know, I'm just done with it. I'm going to stop this whole thing and take my losses.

heb inmiddels ook natuurlijk onderzoek gedaan en wat er is gebeurd ook met de storting is bij meerdere mensen voorgekomen dat zegt meer iets over het systeem denk ik dan over ons. Daarbij heb ik echt al tientallen reviews gelezen van mensen die precies hetzelfde is overkomen bij B7casino wanneer het om grote bedragen uitbetalen gaat dan blokkeren ze je account. Weet je ik ben er ook gewoon klaar mee. Ik stop dit hele gedoe en neem mijn verlies.

Dear gadeboer2422,

Are you talking about a system of the casino or a system of your bank/payment method provider? Can you please provide me with examples of such complaints or reviews? It would be great if you could provide me with links to a few of them. However, I dare to claim they are completely irrelevant since each case is special, and even small details (which we cannot check) could be essential.

I am trying to help you, but I can see there are discrepancies between your posts and claims, and the alleged supporting evidence you provided us so far does not sufficiently support your claims. In addition, you have not answered the questions from my previous post at all. Therefore, now I would like to repeat them and also add a few new ones.

Do you have more information from your bank/payment provider about why the deposit was unsuccessful? If so, can you share it here or send it to my email (branislav.b@casino.guru)?

In one of your emails, you mentioned that you made deposits with them again after all this happened. What happened with those deposits, please?

Are you aware of the fact that if we are talking about a 3rd party issue (your bank/payment provider or the casino's payment provider), it is possible that the casino itself does not have to be responsible for that, but it needs more details from your bank/payment method provider to investigate it further?

Considering your last post, the important questions... Would you like me to continue solving your problem or not? If yes, are you able and willing to fully cooperate, answer my questions, and provide me with the requested?

Dear gadeboer2422,

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.

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

The player can reopen this complaint anytime. However, it will not be possible without providing the requested information and details.

Thank you very much, B7 Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru