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After completing the full bonus wagering requirements, my balance was automatically reduced from $220 to $100 immediately by the system.

I had already requested a $100 withdrawal at that time, which was refused only due to KYC verification, not because of any bonus rule.

I continued playing. Due to gameplay, my balance dropped to $120, then increased to around $600. I also made an additional $20 deposit during this period.

When attempting to withdraw again at around $600 balance, the system reduced my balance a second time to $50.

This represents two separate balance adjustments at different moments. The first adjustment happened immediately after wagering completion and was accepted by the system during the withdrawal request. The second adjustment was applied later after further gameplay and deposit, which is inconsistent and not transparent.

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Dear Dinero613,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Do I understand correctly that you accumulated your first winnings with a no-deposit bonus?
• Did you activate any bonuses on top of your $20 deposit?
• Have you tried contacting the casino to explain the reduced winnings on the second occasion?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Thank you for your message.

1) Yes, my first winnings were accumulated from a no-deposit bonus(5$).I fully completed the wagering requirement(50x) as required and tought the balance reduction adjustment immediatly after wagering completion (from 220$ to 100$) was due to a max cash gain rule.

2) No, I did not activate any additional bonuses after my $20 deposit.

3) Yes, I contacted the casino . After completing the wagering, my balance was reduced to $100. I tried to withdraw wich was refused for KYC reason wich i did immediatly and meanwhile i continued playing and increased the balance to about $500. After that, I made a $20 deposit and continued playing from $520 down to about $120, then back up to around $600, at which point I requested another withdrawal. The casino then applied a second adjustment and reduced my balance again now to 50$, which is inconsistent since the balance had already been adjusted once after wagering was completed ....

This second reduction is the core of the issue.

I do have screenshots of conversations,withdrawal attempts,bonus wagering etc

Thank you for your help.

Sincerely,

-Kheireddine

Thank you very much for your reply, Dinero613. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Dinero613,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello there,

Thank you Dinero613 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 7BitCasino for their help in resolving this complaint. We would like to know what the issue is with the player's winnings and what we can do yo help resolve this issue.

Thank you!

Dear Casino Guru Team and Dinero613,

Thank you for the opportunity to provide clarification on this case. Following a detailed review of the player’s account and gameplay history, we would like to outline how the bonus conditions were applied.

The player was credited with a no deposit bonus that included a maximum cash-out limit of 50 CAD, applicable to all winnings generated from this bonus. Although the wagering requirement was successfully completed, the bonus-related restrictions - including the maximum withdrawal limit - remain applicable to the resulting balance until a withdrawal request is submitted and processed.

At the point when wagering was completed, the system adjusted the player’s balance in accordance with the bonus terms. Subsequently, gameplay continued, and the balance remained linked to the original bonus conditions, as no finalized withdrawal had yet been processed.

It should also be noted that an additional deposit was made during this period. According to the applicable rules, such a deposit does not separate or convert the existing balance into unrestricted real funds. The balance remains subject to the initial bonus limitations until a withdrawal is requested and completed.

When a withdrawal request was later submitted, the system applied the maximum cash-out rule in line with the bonus terms, limiting the withdrawal amount to 50 CAD.

All actions taken on the player’s account were carried out in accordance with the applicable bonus rules and the platform’s Terms and Conditions, which can be viewed at this link: https://7bitcasino.com/bonus-terms.

We hope that this clarification helps provide a clearer understanding of the situation and contributes to reaching an appropriate resolution in this case.

Best regards,

7Bit Casino Team

Your explanation confirms the exact inconsistency I am raising.

You state that:

The no-deposit bonus had a 50 CAD maximum cash-out rule

When I completed the wagering, the system adjusted my balance from 220 CAD to 100 CAD in accordance with that rule

You also confirm that wagering was fully completed

This first adjustment is crucial.

At the moment wagering was completed and my balance was reduced from 220 → 100, the bonus conditions had already been fully enforced and consumed.

From that point forward, the 100 CAD was no longer "potential bonus winnings". It was the final amount allowed after applying the maximum cash-out rule.

In other words, the rule had already been applied.

After this adjustment:

I attempted a withdrawal (refused for KYC)

I continued playing

I made a real money deposit of 20 CAD

My balance fluctuated based on gameplay, eventually reaching ~600 CAD

At this stage, there was no remaining bonus balance, no active wagering, and no pending bonus condition. The bonus had already been closed by your own system through the first balance reduction.

Your reply says:

"the balance remained linked to the original bonus conditions until a withdrawal is requested and completed"

This is incorrect based on your own actions.

If that were true, the system would not have reduced the balance from 220 to 100 at wagering completion. That reduction proves the bonus cycle had ended at that moment.

You cannot both:

Apply the maximum cash-out rule when wagering ends, and

Claim the rule was still pending later at withdrawal

That is a logical contradiction.

The second reduction to 50 CAD is therefore a second application of the same bonus rule on funds that were already adjusted and no longer subject to the bonus.

This is the core issue.

A maximum cash-out rule can only be applied once to bonus winnings. It cannot be re-applied later to gameplay that occurred after the bonus was finalized.

Additionally, I made a real money deposit after this. Even by your own terms, once real funds are mixed with a post-bonus balance, subsequent winnings cannot remain indefinitely tied to an already-consumed bonus.

If the bonus restrictions truly remained active, then:

the first reduction should never have occurred, or

no further reduction should have occurred later

Both cannot be true at the same time.

Therefore, the second adjustment is not an enforcement of bonus terms, but a duplicate application of a rule that had already been executed.

I am requesting that this be reviewed again with attention to the fact that the system already finalized the bonus when it reduced the balance to 100 CAD after wagering completion.

That action ended the bonus lifecycle

Thank you to both parties for the update.

Dear 7BitCasino representative, we advocate for all such rules to be implemented on software level to prevent players from accidentally finding themselves in such situations. We understand that there may be software limitations which do not allow such options and therefore we advise that players are warned with a pop up showing the terms and conditions are still in effect and have to click to agree they understand. Are the players warned that these bonus terms and conditions stay in effect after the wagering is complete? Thank you in advance for your clarification!

Dear Casino Guru Team and Dinero613,

Thank you for your follow-up and for sharing your recommendation regarding additional player notifications.

While we recognize the merit of pop-up notifications, our current platform architecture prioritizes a seamless, uninterrupted gaming experience. To ensure players are fully informed without constant gameplay interruptions, we provide comprehensive access to our Bonus Terms & Conditions, which remain accessible at all times via our footer and can be found at https://7bitcasino.com/bonus-terms.

Our terms state that once a bonus is activated, the rules governing that balance, including maximum cash-out limits, apply to the funds generated from the bonus. Even though the wagering requirements may have been successfully met, the restrictions associated with the bonus, specifically the maximum cash-out limit, remain in effect for the bonus-derived balance until a withdrawal request is submitted and processed.

That said, based on the current system design and the published Bonus Terms accepted by the player, we can confirm that the balance handling, withdrawal limitations, and gameplay restrictions applied in this case were consistent with the casino’s established Terms and Conditions.

We appreciate Casino Guru’s role in promoting fairness and transparency within the industry and thank you for your constructive feedback on this matter.

Best regards,

7Bit Casino Team

Your explanation contradicts your own system actions.

When I completed wagering, the system already applied the maximum cash-out rule and reduced my balance from 220 CAD to 100 CAD. That action proves the bonus conditions were fully enforced and finalized at that moment.

If the max cash-out rule truly remained "pending until a withdrawal is completed," then this first reduction would never have occurred.

From that point, the 100 CAD was a post-bonus adjusted balance, not bonus winnings.

I then:

Attempted withdrawal (KYC pending)

Continued playing

Made a real 20 CAD deposit

Played extensively, reaching ~600 CAD

There was no active bonus, no wagering, and real funds were mixed into gameplay.

Applying the same maximum cash-out rule again later and reducing the balance to 50 CAD is a second application of a rule that had already been executed.

A maximum cash-out rule can only be applied once to bonus winnings.

Thank you to both parties for the update.

Dear 7BitCasino representative, would it be possible to provide me with the player's betting and transaction history for review? It would help clarify the situation and show how the application of the bonus rules occurred. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Casino Guru Team and Dinero613,

Thank you for your follow-up.

We would like to inform you that the requested betting and transaction history, along with all relevant account details, was successfully sent to your email (peter.c@casino.guru) on Wednesday, May 13, 2026.

Should you require any additional information or further clarification, please do not hesitate to let us know. We remain fully cooperative.

Best regards,

7BitCasino Team

Thank you for providing me with the information 7BitCasino representative. I will review it internally with my team and update you about any new developments. Thank you for your patience during this time!

Hello everyone, my name is Matej and I will be taking this complaint over from my colleague Peter. I will do my best to help the mediation process to move towards successful resolution, however I would kindly ask for couple of more hours so I can familiarise myself with this issue, as it involves checking gameplay history, comparing notes and various statements. Thank you for your understanding.

Dear 7BitCasino, after reviewing the evidence and this thread, it seems like the player has not been sufficiently informed about the withdrawal requirement, which caused this whole issue.

As mentioned by yourself, there is no pop up or any kind of message displayed to warn the player, and seems like there was not even a message sent to his inbox or any kind of attempt to remind the player that the bonus cap applies to any and all deposits and winnings until the first successfull withdrawal.

Furthermore, after checking the available T&C as well as Bonus T&C, I am unable to locate the rule stating that maximum cap is applied even after wagering is finished, until the successfull withdrawal is made. Could be my fault, but I have checked the bonus terms twice.

Altogether, the current situation seems to be against our own Fair Gambling Codex, and I would like to ask the caisno if the management would consider reinstating the original 600 CAD as credit back to the palyer's account, with no further wagering requirements or capps atached to it. If you have an alternative solution, please do not hesitate to let us know. Alternatively, if you have further evidence supporting your statements, feel free to e-mail me at matej.l@casino.guru. Thank you.

Dear Matej and the Casino.Guru Team,

Thank you for your feedback and for your dedication to reviewing this case thoroughly.

We would like to inform you that we have just contacted Matej directly via email (at matej.l@casino.guru) with a specific, alternative proposal to resolve this matter amicably. Please check your inbox at your earliest convenience so we can review the details together.

We appreciate your cooperation and look forward to your reply to help us bring this matter to a positive conclusion.

Best regards,

7BitCasino Management Team

Dear 7BitCasino, I can confirm reception of the message, and I have sent my response couple of minutes ago.

Dear Dinero613, I believe we are approaching the resolution of the complaint, as our stance has not changed, and once I hear back from the casino I will share the details.

Dear Matej and the Casino.Guru Team,

We would like to inform you that we have just contacted Matej directly via email (at matej.l@casino.guru) with the resolution. Please check your inbox at your earliest convenience so we can review the details together.

We appreciate your cooperation and look forward to your reply to help us bring this matter to a positive conclusion.

Best regards,

7BitCasino Management Team

I would like to thank the 7BitCasino for quick response and cooperation in this matter.

Dear Dinero613, the casino management has reconsidered this complaint and agreed to return the whole amount of 600,12 CAD, minus the 50 CAD withdrawal, you have made in the meantime. This amount will be available for withdrawal immediately. Please, let me know once you manage to withdraw the money, and whether you consider this case to be resolved to your satisfaction. Thank you.

Yes and thank you to both part for your cooperation.

-Dinero613

Dear Dinero613,

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.