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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.

This is all i have but they do have email conversations from we spoke about.Also here on the message screenshot from my account

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