Slots 7 Casino - Выигрыш игрока от бонусной игры ограничен до $ 100.

 For me the reason is clear. I didn't earn a deposit, I won with their bonus of $ 100, I earned nearly $ 2600 and of course I can withdraw $ 100 by the rules, but they don't want to give it. 

Dear Stanislav,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please could you specify which exact bonus you have played? I have checked bonus terms and conditions, and this is what I found:

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

The Casino will occasionally offer Promotional Coupons as "Free Chips". The maximum allowed withdrawal amount is $100 for any winning on any amount won using the free chip and remaining amount will be nullified."

Please understand, it is nothing unusual to put a win limit restriction to a bonus winnings, especially, if it is a no deposit bonus. Thank you for your understanding and reply.

Best regards,

Petronela

Dear Stanislav,

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.

Hello

Firstly, I would like to thank you for your time and assistance!

My claim is not that I will be paid an amount of $ 100, under the no deposit bonus the maximum can be withdrawn up to $ 100, this is true and I know it. The problem is, the casino doesn't want to pay that $ 100. I do not claim more than $ 100, although I have won $ 2600, I do not claim for that amount. I have read the rules well and know that no more than $ 100 can be paid when a non-deposit bonus is used.

        Здравейте

   Първо искам да Ви благодаря за отделеното време и съдействието от Ваша страна ! 

   Моите претенции не са за това , че ще ми бъде изплатена  сума в размер на 100$ , по правилата за бонус без депозит максимално може да бъде изтеглено до 100$ , това е вярно и аз го знам . Проблема е , че казиното не иска да изплати тези 100$ . Аз не претендирам за повече от 100$ , независимо че съм спечелил 2600$ , за такава сума аз не претендирам . Добре съм прочел правилата и знам , че не може да бъде изплатено повече от 100$ когато е използван бонус без депозит.

Dear Stanislav,

Thank you very much for your reply. I do apologize for my misunderstanding. Have you received any explanation from the casino? If yes, please forward it to petronela.k@casino.guru. Afterwards, we will contact the casino and ask for their cooperation in resolving this issue. Thank you very much in advance.   

Hello

So far I have not received a response from the casino.

      Здравейте

   До момент не съм получил отговор от казиното .

Dear Stanislav,

I have checked bonus terms and conditions, and this is what I found:

"If they never have deposited Players from particular nations may not cash out of free processor offers. These players may partake of said processors that are free for entertainment purposes only. Please view the whole list here to make see whether your state is recorded."

Clearly, I have checked with the live chat agent and Bulgaria is on the list of these particular nations. According to a live chat, no deposit bonuses are offered to all the players, even if their nation is listed between "restricted" ones, thus they can test the games. Please, could you confirm for me that you have never placed a deposit in this casino and redeemed a no deposit bonus? I would like to emphasize that in case the restricted countries are not mentioned in terms and conditions or hidden somewhere, the casino should pay the player. Thank you very much in advance for your reply. 

Hello

I have never deposited in this casino. And I want to add one more thing: If they are for entertainment, why have they blocked my account? I think fraud is what you described in point 5 of the honest casino manual. The casino gives you a bonus and hopes to deposit and then if you win a player they say that the casino is not allowed in the country where the player is registered and these are the rules.

Здравейте

Аз никога не съм депозирал в това казино. И още нещо искам да допълня : Ако са за развлекателни цели защо са ми блокирали акаунта ? Аз мисля че измамата е в това което вие сте описали в точка 5 на наръчника за честно казино . Казиното дава бонус и се надява да депозираш след което ако спечели играч ,те казва че казиното не е разрешено за съответната държава от където се е регистрирал играча и това са правилата .

Dear Stanislav,

Thank you very much for your quick reply. I contacted the casino regarding your confiscated winnings. Hopefully, we will receive a response soon and sort this case to your satisfaction.

@Slots 7 Casino, thank you in advance for your reply and assistance. 

Repeatedly, I would like to emphasize that in case the restricted countries are not mentioned in terms and conditions or hidden somewhere, the casino should pay the player. 

We would like to ask the Slots 7 Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

We've reopened this complaint as per the casino's request. 

We talked about the complaint with the casino with this result:

The casino position is that the player breached casino terms and condition by registering from a restricted country.

In this case, this is true; but player filled in the correct country in his account which was available from the list of countries. This is at least misleading, convincing the player that he can play in this casino. We believe that there are elementary solutions for how to prevent such misleading errors such as let players to chose a country during the registration process from allowed countries only.

Because the casino has "technically" right in this case, we decided to reclassify the complaint into: "Against Fair Gambling Codex" classification.

We believe that registration can be done better and prevent such problems.

We’ve reopened this complaint as per the casino'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.

Thank you for being so insistent on the casino, which misleads players and allows them to register. I hope at least technically the casino will correct this omission, which was intentionally made. The bad thing is if a player makes a deposit after registration and subsequently has a profit, so according to their rules he will not get back even the amount he has deposited. I'm sure there are such cases.

Hi,

It's the primary and the ethical responsibility of any player to check the limitations and restrictions related to their country before they register on our site. This is quite clearly mentioned in our casino site terms in black and white.

We have published a clear list of the countries which are allowed and the ones that are restricted. You will see three different columns in that list which will tell you which column is for what. Any layman can easily understand that without any difficulty. The point here is that the player didn't check the site t&c and applied rules related to that.

Given below is the required link:-

https://www.slots7casino.com/countries

Please check this link clearly. It gives you every piece of information in detail. Nothing is missed out over here.

1st column - Allowed to Play

tells you which countries are allowed to play and which are not

2nd column - Cashout from Free Welcome Bonuses

tells you about those countries who can cash out from the casino provided free chip

3rd column - Redeem ‘No Play No Max’ Bonuses

This in turn gives you a clear picture whether a player can make a deposit or can't make a deposit because no play no max bonuses are given only on the deposits made.

While there are several countries where cash outs are not given on any free chips, they are still open to sign up and just play for fun. We cannot restrict them from playing on our site as they want to have fun and experience the games on our site. Some players are not allowed to play at all but still they come forward and sign up with us as they just want to have some fun. Now, we cannot stop these players from signing up as they want to experience the gaming on our site.

Our team had contacted this particular player who is from the restricted country Bulgaria by call. He clearly agreed for the rules mentioned on our site and asked for 2 days max time frame saying that he will take back the complaint and get it closed by casino guru.

If a player genuinely fulfills all the conditions in adherence to the laid down guidelines to get a pay out, we will be the first ones to run behind him/her and get them paid out at the earliest. If a player doesn't qualify for any pay out as per our site laid guidelines, then no matter what, under any circumstances, we will not give any pay out.

We have set certain guidelines and protocols in place and we will have to adhere to them for all the players. We have some standard rules which are in place right from the inception of our casino. we cannot modify or change our standard protocols for any player or for any casino review site. It's upto the player whether they want to adhere and follow our casino site rules.

We have framed and designed our protocols based on how we want to run our business. Our site terms and conditions will be in our control and will be laid as per our choice and as per our business policies.

@ Casino Guru ---

You as a representative / staff should only act as a mediator between the player and the casino site. You have to make sure that you are absolutely neutral to both the parties and must be unbiased and have no right to say or express something ill or defame the reputation of our casino site.

On the contrary, from the lines posted by you, it sounds like that you strongly want to support players without determining the facts and the rules no matter what.

You cannot act one sided and you have to be absolutely neutral.

We literally don't want to know from you as to how we have to run our business and frame our methodologies and policies. This is the last thing that we ever want to hear from you. You cannot dictate terms to us. Our site belongs to us and any decision related to it totally, wholely and solely vests with us.

If you cannot act accordingly in the interests of the casino in an unbiased manner, then please let us know and we will proceed further accordingly to stop this forever.

Thanks,

Slots7casino Support

Hello Thanks for your reply !

I just want to ask you if the player makes a deposit, for example, I will accept it unconditionally, right? You won't tell him he can just have fun here. If you accept registration of players from countries with restrictions, and at the same time admit them to real money games, who violates this condition? Such a casino does not have such a condition to have fun with real money, there are ways with virtual. Since you want people to have fun, there are ways, I don't have to tell you what they are like in all casinos that have similar restrictions.Your goal is very clear and transparent, to entice players to deposit, and subsequently to confiscate his funds if he wants to withdraw them and block it. Then refer to your "clear" rules.

It's the primary and the ethical responsibility of any player to check the limitations and restrictions related to their country before they register on our site. This is quite clearly mentioned in our casino site terms in black and white.

Why? Why should the players read your terms and conditions before they want to play? It’s 20 pages of text and you can change them anytime you want. So, if they want to stay safe, they must read them every time before they want to play or make a deposit.

On our website we have casinos with a ‘fair and safe’ badge. In such a casino, this situation is impossible. They are enforcing such rules as restricted countries and if they plan to make a change in their terms, they let all player know 7 days before they make a change. Every change has its date of effect and players must agree with new terms if they want to continue playing. It’s simple and, for example, banks are doing the same when they are changing their terms and conditions.

We have published a clear list of the countries which are allowed and the ones that are restricted. You will see three different columns in that list which will tell you which column is for what. Any layman can easily understand that without any difficulty. The point here is that the player didn't check the site t&c and applied rules related to that.

Yes, you publish them. Players needs to scroll somewhere in the middle of your terms and then click a link to get to the list. It is interesting that you have a list of countries that a player can choose during the registration, including the restricted countries. Wouldn’t it be more convenient to mark these countries with red color or with a * and write down under that selection that players from these countries cannot win anything and may play only in for fun mode?

I chatted with somebody from your casino (not sure who it was) on Skype and explained that we would agree with you if the fact that players from restricted countries cannot play with real money would be clearly mentioned during the registration process. But he told me that it is a problem to change this because of casino software provider. Well, we already found many problematic terms and we give casinos advice on how to do things better. You can take it and be better or leave it, but then you can’t be angry that your casino has a bad rating on our website.

While there are several countries where cash outs are not given on any free chips, they are still open to sign up and just play for fun. We cannot restrict them from playing on our site as they want to have fun and experience the games on our site. Some players are not allowed to play at all but still they come forward and sign up with us as they just want to have some fun. Now, we cannot stop these players from signing up as they want to experience the gaming on our site.

Why? Other casinos either allow players to play in demo mode without registration or not allow them register if they are from a restricted country. But you are giving bonuses to these players and allow them to deposit. Yes, you refund the deposits when they ask for it. But how many of these players do that? What if they just play and lose? You keep the money and that’s wrong.

Another thing is that these free promotions are not free for you. Your casino is paying to the game providers for using their games, so my question is why you bother to make a promo for people who should not make you any profit? It’s like promoting luxury cars to homeless people, by your logic. More likely it looks that this situation is created on purpose and it’s an unethical practice.

Our team had contacted this particular player who is from the restricted country Bulgaria by call. He clearly agreed for the rules mentioned on our site and asked for 2 days max time frame saying that he will take back the complaint and get it closed by casino guru.

When did you contact him? After he won? Or after he created an account and wanted to take a bonus? Because if you call him after he asked for a bonus or before he started to wager it and explain to him that he cannot win and can only enjoy the games, then I owe you my deepest apology. But I am afraid that it is not this case. Why would the player knowingly spend money without a chance to win?

If a player genuinely fulfills all the conditions in adherence to the laid down guidelines to get a pay out, we will be the first ones to run behind him/her and get them paid out at the earliest. If a player doesn't qualify for any pay out as per our site laid guidelines, then no matter what, under any circumstances, we will not give any pay out.

I agree, but these rules must make sense. If I create the rule that every player must contact live chat and write "money", otherwise the withdrawal will be voided and I can take the money, it’s not a nice nor fair practice.

We have set certain guidelines and protocols in place and we will have to adhere to them for all the players. We have some standard rules which are in place right from the inception of our casino. we cannot modify or change our standard protocols for any player or for any casino review site. It's upto the player whether they want to adhere and follow our casino site rules.

And our job is to monitor and evaluate these protocols and casino behavior and recommend to players casinos where the environment is safe and they can have the best possible experience.

You as a representative / staff should only act as a mediator between the player and the casino site. You have to make sure that you are absolutely neutral to both the parties and must be unbiased and have no right to say or express something ill or defame the reputation of our casino site.

When we see something that is wrong or unethical, we must point it out. We carefully evaluated the case and decided to support the player. Similar to what happens in court, we listen your arguments and we admit that technically the player breached your terms. But the other side of the coin is that you didn’t do anything to prevent the player from doing so. By offering him Bulgaria as a country during registration, you only encourage him to play, as he can find his country on the list. There are several technical solutions how you can clearly inform the player about the fact that he can’t win if he is from specific country, but your casino didn’t do that.

Our goal is to make the improve the standards of the online casino industry and to make it as safe for players as possible.

On the contrary, from the lines posted by you, it sounds like that you strongly want to support players without determining the facts and the rules no matter what.

You cannot act one sided and you have to be absolutely neutral.

And you should have good terms and conditions and not predatory ones. If your terms and conditions are standard and the player has clearly breached them, we will support your side with the same enthusiasm.

We literally don't want to know from you as to how we have to run our business and frame our methodologies and policies. This is the last thing that we ever want to hear from you. You cannot dictate terms to us. Our site belongs to us and any decision related to it totally, wholely and solely vests with us.

Sure, and by this logic you shouldn’t interfere on how we are doing our job. So why are you telling us that we should be neutral? By your logic, we can do whatever we want and it’s our business and you should leave us alone.

We pointed out something in your terms which creates a very bad customer experience – we were so nice that we don’t even classify this complaint as something very bad but only as ‘Against our fair gambling codex’, which, by the way, you can find on our website, where we put all our knowledge about how the business should work to create a fair and safe experience for players.

We are offering this knowledge for free.

If you cannot act accordingly in the interests of the casino in an unbiased manner, then please let us know and we will proceed further accordingly to stop this forever.

I already spoke with somebody from your casino, it was a long talk, but I believe that the person understood our point of view, which is very simple – we want the players to have the best possible player experience. Then the question in place is… What is your goal? To make as much money as possible. Sure, you can do that by sneaky tactics, or you can become better and have more happy players. The choice is yours; we already told you how to do it.

We would like to once again reiterate the point that any player who signs up with us is required to read all the terms on our site and get familiarized with a clear picture about them. In fact, this is the primary onus and an implied responsibility of the player. We cannot be held accountable or responsible for any player who makes deposits without being aware of the actual rules that can't be changed or modified for any reason. At the same time, if any player comes back and asks us for a refund, we honor the request accordingly.

@Casino guru

If you still want to keep this query open, you can continue to keep it open but we aren't going to respond any further on this.

Thanks,

Slots7Casino Support

I want to remind you kindly; we reopened this case (actually all your cases) based on your request.

You presented us the same argumentation as before. We understand that we are talking about bonus money and player technically didn't lose anything. That was the reason why we chose a minimal penalization for this case. However, the way how your bonuses and terms works create an ethical dilemma. We offered you a few super simple solutions how you can clearly inform players that their country is not eligible to cash out the bonuses or playing with real money. Based on your answer, it is not technically possible (you wrote that you couldn't change anything, it depends on the platform). 

We already convinced more than 50 casinos to change their terms and conditions. But Bulgaria is now not in the list of countries what players can choose during registration. I hope based on our argumentation you consider to remove all of the restricted countries from that list.

I am closing this case now.