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The correct disputed amount is 15 mBTC =~ 0.015 BTC

I was sent an email promotion from the operator offering a certain amount of free spins from the game provider Platypus depending on the deposit amount (Figure 1). So, I decided to make a deposit (Figure 2) and received 22 free spins in accordance with the Bonus Terms & Conditions (Figure 3). As you can see in my bets history (Figure 4), I decided to play with my account balance first in a game named "Muerto En Mictlan" and saved the 22 free spins from Platypus for later in the case that I win so that I would be able to cash out immediately without being tied down to a bonus. Unfortunately, I had lost all of my deposit amount and was left with the 22 free spins in my account. I had selected the game "Book of Light" by Platypus to play my 22 free spins in. The total amount that I had won from the free spins is 0.0007 BTC according to the operator's support staff via our email conversation (Figure 5) as these spins were suspiciously left out from my bet history that I had requested shortly after the incident. With the 0.0007 BTC winnings coming from the Platypus free spins, I decided to try my luck in the game named "Big Heist" by Booongo and ended my session from the game "Book of Light". My account balance went up to 0.01969482 BTC while winning in the game Big Heist when suddenly, I saw my balance drop to 0.005 BTC without doing anything. So, I immediately contacted their support through chat and email (Figure 5) and the operator along with its support staff keeps insisting that the cause of confiscation of approximately 0.01464482 BTC was that I had gone over the maximum win amount of 0.005 BTC according to their bonus T&C (Figure 3). Completely baffled with the reason given as the amount I had won from the Bonus free spins is 0.0007 BTC, I reviewed the Terms and Conditions of the bonus and there it states:

"The maximum winning from

22 FS is 0.005 BTC / 0.1 ETH / 0.9 BCH / 2 LTC / 1700 DOG / 100 USDT / 330 XRP / 1000

ТRХ / 230 ADA / 0.5 BNB...."

In this clause it states the restriction win amount and where the amount is to be enforced the restriction on which is from the 22 free spins. Their support keeps insisting (Figure 5) that the clause states "The maximum winning from 22 FS and all winnings derived from it while the wagering requirement is unsatisfied is 0.005 BTC...." but that's not what's stated in their T&C. I have tried for a whole week to reason to their support staff and make them understand this with no avail so now I ask of your help in recovering the unrightfully confiscated amount of 0.015 BTC back to my account available for immediate withdrawal as I had finished the wagering requirements for the 0.0007 BTC I had won from the Platypus free spins.

Thank you for your time and consideration and I'm looking forward to your feedback.

Respectfully,

Chester

Dear geemail2485,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found (here):

"Wednesday offer

To claim this promo, enter the WEDNESDAY promo code before making a deposit.

This bonus is added automatically on top of the deposit made on Wednesday (UTC). The minimum deposit to qualify for the free spin bonus is:

For 40 Free Spins - 0.001 BTC / 20 EUR / 25 USD / 30 AUD / 200 NOK / 30 CAD / 2485 RUB / 30 NZD / 100 PLN / 110 BRL / 418860 VND / 2500 JPY / 0.02 ETH / 0.2 BCH / 0.4 LTC / 65 XRP / 340 DOG / 25 USDT / 200 TRX / 45 ADA / 0.1 BNB.

For 100 Free Spins - 0.003 BTC / 50 EUR / 55 USD / 75 AUD / 500 NOK / 70 CAD / 6210 RUB / 80 NZD / 250 PLN / 1163490 VND / 275 BRL / 6240 JPY / 0.05 ETH / 0.5 BCH / 1.1 LTC / 850 DOG / 55 USDT / 165 XRP/ 500 TRX / 115 ADA / 0.25 BNB.

Please note that the bonus will expire after 3 days if it is not activated.

One free spin bonus is allowed per one person, household, address, shared computer, or IP address during Wednesday.

Free Spins will be given on one of the games powered by BGaming, Platipus, Belatra, Booming, Mascot, or Betsoft. Each week a different game will be chosen for this promotion.

Results from free spins should be wagered 45 times to meet the wager requirements.

Max cashout: 100 EUR/ 0.005 BTC / 100 USD/ 100 AUD/ 100 CAD/ 1000 NOK/ 7000 RUB/ 100 NZD/ 445 PLN/ 2326980 VND / 12400 JPY/ 0.1 ETH / 0.9 BCH / 2 LTC / 1700 DOG / 100 USDT / 330 XRP / 1000 ТRХ / 230 ADA / 0.5 BNB or its equivalent in other currencies.

The free spins bonus advertised in this promotion is added on top of the deposit and should be played after playing the deposit, the deposited amount should be wagered at least 3 times before the client can request cashout."

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.

Please understand that this rule applies to the final withdrawal request.

I hope this explanation was helpful and you agree that your winnings were capped justly.

Looking forward to hearing from you.

Best regards,

Petronela

Please understand that you're referring to the incorrect bonus (Wednesday Offer) when stating the maximum cash-out clause. The bonus that I'm referring to in my complaint was received on a Saturday according to the email sample that I had attached with a file name of 'Figure 1 - Gmail - Chester, Platipus Crypto Week! 💸.pdf' that I had provided upon submission. Kindly use those bonus terms and conditions when reviewing my complaint. Thank you. I tried attaching the document again in this response but I'm unable to for unknown reasons. Would I be able to send it via email somehow?

Thank you, geemail2485, for the correction.

These are the correct bonus terms and conditions, related to Platipus Crypto Week promotion:

Nevertheless, the maximum cashout remains the same. Please understand that this limit applies to the entire winnings accumulated from your 22 Free Spins.

Please kindly help me understand how the statements "The maximum winning FROM 22 FS is .005 BTC...." and "The maximum cash-out and all winnings therein while completing the bonus requirements of the awarded amount from 22 FS is .005 BTC...."equates to the exact same meaning to you. I would absolutely appreciate it as I am speechlessly dumbfounded all the way back to 3rd grade because to me, those statements mean two different and separate objects. What I'm referring to is exactly as it is taken from their T&C without added modifications nor speculations of any kind - winning from 22 Free Spins - and how much did I win from the Bonus 22 FS of which I played the game Book of Light? How would you reason and explain why the winnings from spins played in non-Platypus games after winning 0.0007 BTC from the 22 Book of Light FS count as part of maximum winnings FROM the 22 FS? The clause is exactly stated to be applied on "....winning from 22 FS....." but 7bitcasino, and now including you also, state that the T&C is wrong and it should be applied on ".... all winnings while having this bonus active in a player's account....."? Please let me know if I've misunderstood because if new terms and conditions can manifest itself from thin air, the only thing left for me to say and for everyone to hear is... 'RUN!'

Could you please tell me how you understand that sentence? Maximum winnings from 22 Free Spins are x amount and then you can continue playing and withdraw as much as you wish, is that correct? Then these winnings are accumulated from what, if not from the Free Spins? Have you withdrawn any funds or placed any new deposits during this session?

I understand the clause being referred to as 'Winnings from the 22 Free Spins' meaning exactly as stated. Ok lets break it down even further. I was awarded 22 Free Spins correct? and according to the Platypus promotion bonus T&C the maximum limit of which a player can win from those 22 free spins is 0.005 BTC. Correct? Ok. As confirmed by their support in our email conversation, upon completing those 22 free spins, I had won 0.0007 BTC which is under the maximum limit of 0.005 BTC correct? And from my understanding the 22 free spins referred to in the Bonus clause in question means exactly as stated in the most literal sense, 22 free spins. Meaning, the maximum anyone can win from the bonus 22 free spins, NOT any of the spins prior nor during while simultaneously playing different games nor afterwards but only on those 22 free spins, is 0.005 BTC and I won 0.0007 BTC. So, where did I exactly violate any of their bonus terms and conditions for them to confiscate my winnings made after playing the 22 free spins?

No, I have not made any deposits nor withdrawals from this site since the incident.

Dear geemail2485,

We would like to specify some points regarding your request.

Firstly, you have received 22 free spins in the games of Platipus. After that, you played them in one of the Platipus games (unfortunately, we cannot see this process in our system). You won from these free spins 0.0007 BTC and then this amount should have been wagered. And exactly from this amount, the max win is 0.005 BTC. 

According to our terms, all the deposit bonuses have a minimum deposit requirement for obtaining the bonus, limitation of the maximum possible bonus amount, wagering terms, limitation of the maximum amount of bets while wagering, and time limitation of bonus unless otherwise indicated. This means, that the wagering process is obligatory and the max win from the bonus after wagering is 0.005 BTC. 

As a result, the corresponding winning was added to your balance after making all the wager requirements and the rest of the funds were subtracted by system due to this rule.

We appreciate your understanding.

Sincerely,

7Bit Casino team

To quote your response:

"Firstly, you have received 22 free spins in the games of Platipus. After that, you played them in one of the Platipus games (unfortunately, we cannot see this process in our system). You won from these free spins 0.0007 BTC and then this amount should have been wagered. And exactly from this amount, the max win is 0.005 BTC. "

0.0007 BTC < 0.005 BTC

So, where did the violation of our terms and agreements come from for your casino to confiscate my winnings? Moreover, why were my winnings that were unrelated to the 22 free spins confiscated while your Bonus T&C only specified a winnings cap FROM the 22 Free Spins?

Direct quote from the Bonus T&C winning limitation clause:

".....The maximum winning from

22 FS is 0.005 BTC / 0.1 ETH / 0.9 BCH / 2 LTC / 1700 DOG / 100 USDT / 330 XRP / 1000 ТRХ / 230 ADA / 0.5 BNB.

77 FS is 0.005 BTC / 0.1 ETH / 0.9 BCH / 2 LTC / 1700 DOG / 100 USDT / 330 XRP / 1000 ТRХ / 230 ADA / 0.5 BNB. 199 FS is 0.008 BTC / 0.15 ETH / 1.4 BCH / 3 LTC / 2550 DOG / 495 XRP / 150 USDT / 1500 TRX / 0.75 BNB / 345 ADA.

777 FS is 0.015 BTC / 0.23 ETH / 2.6 BCH / 5.6 LTC / 5020 DOG / 690 XRP / 295 USDT / 4940 TRX / 1.1 BNB / 650 ADA....."

Dear geemail2485,

Please understand that your winnings were not confiscated because you breached terms and conditions, but they were capped due to the maximum cashout rule.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

One last question, where is that maximum cash out clause in the relative bonus T&C?

I have posted the relevant bonus terms in my previous reply one week ago.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.