777SlotsBay Casino - Die Auszahlung des Spielers wurde aufgrund eines angeblichen Verstoßes gegen die Wettanforderungen storniert.

Hello

I deposited 250 euros with a 100 percent bonus on July 8th, 2023.

I carefully read through the bonus conditions beforehand

I was able to apply for a payout of 2440 euros after wagering.

Today on July 10th, 2023 I received the following email:

Dear Jorg,

We are writing to inform you that we have checked your recent gameplay, and concluded that a breach of our Terms and Conditions took place, specifically due to the use of low-risk betting in order to complete bonus wagering requirements. Therefore, the following clause has been applied to your account:

38.6 Where any term of the offer or promotion is breached or there is any evidence of a series of bets placed by a customer or group of customers, which due to a deposit bonus, enhanced payments, free bets, risk free bets or any other promotional offer results in guaranteed customer profits irrespective of the outcome, whether individually or as part of a group, 777slotsbay reserves the right to reclaim the bonus element of such offers and in their absolute discretion either settle bets at the correct odds, void the free bet bonus and risk free bets or void any bet funded by the deposit bonus. In addition, 777slotsbay reserves the right to levy an administration charge on the customer up to the value of the deposit bonus, free bet bonus, risk-free bet or additional payment to cover administrative costs. We further reserve the right to ask any customer to provide sufficient documentation for us to be satisfied in our absolute discretion as to the customer's identity prior to us crediting any bonus, free bet, risk-free bet or offer to their account.

Your winnings generated with the help of our bonus funds have been retracted, and your initial deposit refunded back to your gaming balance, without the bonus.

Thank you for understanding.

Sincerely,

Kind regards,

Harry

777 Slots Bay Finance department

they canceled my prize and i got my deposit of 250 euros back to my account.

I think it's my first payout there.

i played the game plinko from hacksaw gaming to 90 percent with the bonus.

there I played bets with a stake of 3-4 euros both with high, medium and low risk.

you can choose the risk level in this game.

in the meantime, my balance fell from 2500 euros to 2200 euros

i came back a bit because i also played bets with high risk and was able to request a payout of 2440 euros in the end.

i can't understand the casino's decision in any way as i bet with high middle and low

played risk.

everything was there otherwise my balance would not have dropped to 2200 euros in the meantime before i came back at high risk and in the end could apply for a payout of 2440 euros.

If the casino does not want this game to be played with bonus money then they must prohibit the game in the bonus terms and conditions which you have not done.

i am already fully verified at this casino

hallo

ich habe am 8.7.2023 250 euro mit 100 protzent bonus eingezahlt.

vorher habe ich mir sorgfältig die bonusbedingungen durchgelesen

ich konnte nach wagerumsetzung 2440 euro zur auszahlung beantragen.

heute am 10.7.2023 habe ich dann folgende email erhalten:

Dear Jorg,

We are writing to inform you that we have checked your recent gameplay, and concluded that a breach of our Terms and Conditions took place, specifically due to the use of low-risk betting in order to complete bonus wagering requirements. Therefore, the following clause has been applied to your account:

38.6 Where any term of the offer or promotion is breached or there is any evidence of a series of bets placed by a customer or group of customers, which due to a deposit bonus, enhanced payments, free bets, risk free bets or any other promotional offer results in guaranteed customer profits irrespective of the outcome, whether individually or as part of a group, 777slotsbay reserves the right to reclaim the bonus element of such offers and in their absolute discretion either settle bets at the correct odds, void the free bet bonus and risk free bets or void any bet funded by the deposit bonus. In addition, 777slotsbay reserves the right to levy an administration charge on the customer up to the value of the deposit bonus, free bet bonus, risk-free bet or additional payment to cover administrative costs. We further reserve the right to ask any customer to provide sufficient documentation for us to be satisfied in our absolute discretion as to the customer's identity prior to us crediting any bonus, free bet, risk-free bet or offer to their account.

Your winnings generated with the help of our bonus funds have been retracted, and your initial deposit refunded back to your gaming balance, without the bonus.

Thank you for understanding.

Sincerely,

Kind regards,

Harry

777SlotsBay Finance department

sie habem meinen gewinn storniert und ich habe meine einzahlung von 250 euro auf mein konto zurück bekommen.

ich glaube es ist meine erste auszahlung dort.

ich habe zu 90 protzent mit dem bonus das spiel plinko von hacksaw gaming gespielt.

dort habe ich auf 3-4 euro einsatz sowohl wetten mit hohen mittleren und niedrigen risiko gespielt.

die risikostufe kann man in diesem spiel auswählen.

zwischenzeitlich fiel mein guthaben von 2500 euro auf 2200 euro

ich kam wieder etwas zurück da ich auch wetten mit hohen risiko spielte und konnte am ende 2440 euro zur auszahlung beantragen.

ich kann die entscheidung des casinos in keinster weise nachvollziehen da ich wetten mit mit hohen mittleren und niedrigen

risiko gespielt habe.

es war alles dabei sonst wäre auch mein guthaben zwischenzeitlich nicht auf 2200 euro heruntergefallen bevor ich auf hohen risiko wieder zurück kam und am ende 2440 euro zur auszahlung beantragen konnte.

wenn das casino möchte das dieses spiel mit bonusgeld nicht gespielt wird dann müssen das spiel in den bonusbedingungen verbieten was sie nicht gemacht haben.

ich bin bereits voll verifiziert in diesem casino

Dear fowi30,

Thank you very much for submitting this complaint. I’m sorry to hear about your problem. I have checked the casino’s Bonus Terms and Conditions, and this is what I found:

1.18 Unless otherwise stated, only Slot Games contribute towards fulfillment of the wagering requirement. 100% all of them.

Plinko is not a slot game. Have you contacted customer support prior to starting the game, if it contributed towards the fulfillment of the wagering requirements? What other games have you played with the bonus?

Could you please forward your gaming history of Plinko to veronika.l@casino.guru?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

i played coins and plinko from hacksawgaming

about 10 percent of the bonus was wagered with coins and about 90 percent of the bonus with plinko

Both games were allowed to play according to the bonus conditions and also converted the wager to 100 percent.

as described above, I have read the bonus conditions beforehand.

both games were allowed to play with the bonus and also wagered 100 percent of the stake

my prize wasn't canceled because the games are banned, but because they accuse me

to have practiced low risk betting which is not true

because I played both high risk, medium risk and low risk at plinko with stakes of 3-4 euros

You can select the risk level there

I fell from 2500 to 2200 euros during the conversion and was able to come back through high risk and finally apply for a payout of 2440 euros after the bonus was implemented.

ich habe coins und plinko von hacksawgaming gespielt

circa 10 protzent des bonus wurden mit coins umgesetzt und circa 90 protzent des bonus mit plinko

beide spiele waren laut bonusbedingungen erlaubt zu spielen und haben auch den wager zu 100 protzent umgesetzt.

wie oben beschrieben habe ich die bonusbedingungen vorher gelesen.

beide spiele waren erlaubt mit den bonus zu spielen und haben auch den wager zu 100 protzent des einsatzes umgesetzt

mein gewinn wurde ja auch nicht storniert weil die spiele verboten sind sondern weil sie mir vorwerfen

low risk betting betrieben zu haben was nicht der wahrheit entspricht

da ich sowohl high risk medium risk und low risk gespielt habe bei plinko auf 3-4 euro einsätzen

die risikostufe kann man dort auswählen

ich bin während des umsetzens von 2500 auf 2200 euro gefallen und konnte durch high risk auch wieder zurück kommen und letztendlich nach umsetzung des bonus 2440 euro zur auszahlung beantragen.

In the live chat I was told that games that are not allowed are also automatically blocked so that it cannot even happen that you play forbidden games with a bonus

im live chat wurde mir gesagt das nicht erlaubt spiele zusätzlich automatisch blockiert werden so das es gar nicht erst dazu kommen kann das man verbotene spiele mit bonus spielt

Thank you very much, fowi30, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you fowi30 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 777SlotsBay Casino for their help in resolving this complaint. We would like to know how can we help resolve this issue.

Thank you!

We would like to ask the 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’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Antillephone Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of 777SlotsBay Casino. We have received the following message:

Hello everyone and sorry for the late reply!

Dear fowi30,

thank you for sharing your concern with us.

Please be advised that I have conducted a thorough investigation into your case in collaboration with the Finance department.

It is essential to note that both games "Coins" and "Plinko" are Virtual Games and not Slots, thereby violating clause 16.21 in our Terms and Conditions:

"Live casino, Table Games, and Virtual Games are excluded from all bonus promotions. If a player plays these games while wagering a bonus, 777slotsbay reserves the right to void/revoke the bonus balance, including any winnings derived from playing under the bonus restrictions."

Please find attached chat transcript, where our chat agents provided you with all the relevant information. Specifically, you were advised that "Coins" and "Plinko" do not fall under the category of slots, and a warning notice was given against playing these games while an active bonus is in use, as winning under such circumstances is not allowed. This interaction took place on the 10th of July, two days after your initial deposit and gameplay.

This leads to a breach of our Terms and Conditions, specifically clause 16.18, which states:

"Unless otherwise stated, only Slot Games contribute towards fulfillment of the wagering requirement. 100% all of them."

On July 8th you deposited 250€ and claimed a 100% bonus. The first game you played was "Coins" After your 16th bet, you won 2,007.04€, leaving your balance at 2,443.04€. Then, you switched to a 3-coin combination with 3€ bets, resulting in a balance of 2,378.36€. Later, you played "Plinko," with 96% of your bets (12,010€) placed in this game. Although your balance briefly exceeded 2,500€, you ended with 2,437.26€, higher than your initial amount before starting "Plinko"

As a result, we have concluded that your actions represent a violation of our 'risk-free betting' Terms and Conditions, specifically clause 38.6

Having conducted a joint examination of your gameplay with the Finance department, we must inform you that our decision on this matter is final.

Should you have any questions, please do not hesitate to seek clarification.

Best regards,

Peter

that coins are a virtual game is not correct.

on the official hacksaw gaming site it is called an instantwin game.

in slotcatalog go to category: others

Live casino, table games and virtual games are excluded from all bonus promotions but not instantwin games

Also, if you do not want this game to be played with an active bonus, you have the option to write it in the bonus terms and conditions in the list of prohibited games.

unfortunately they didn't do this.

many games that are not allowed with bonus money, only the real money is displayed for you.

this was not the case with plinko and coins and the games converted the wager and in this respect i had to assume that they could be played with the bonus

if they are forbidden then how can they wager?

the live chat log you are providing here as proof is not acceptable as at the time my bonus had already been implemented and I had requested the payout.

my payout of 2440 euros had already been canceled at this point.

Of course they then claim that these games are not allowed.

a good way not to have to pay out.

a cheek to do something like that as proof after the payment has already been cancelled.

in the plinko game it was a constant up and down of the balance i played both low medium and high risk bets,

In the meantime the balance fell to 2200 euros but since I also played high risk I got back up with the balance.

you should be able to understand this in the betting history.

das es sich bei coins um eine virtuelles spiel handelt ist nicht richtig.

auf der offizielen seite von hacksaw gaming nennt man es ein instantwin spiel.

in slotcatalog geht es in die category: andere

Live-Casino, Tischspiele und virtuelle Spiele sind von allen Bonusaktionen ausgeschlossen aber nicht instantwin spiele

außerdem haben sie die möglichkeit wenn sie nicht möchten das dieses spiel mit einen aktiven bonus gespielt wird es in den bonusbedingungen zu schreiben in der liste der verbotenen spiele.

dies haben sie leider nicht getan.

viele spiele die nicht erlaubt sind mit bonusgeld wird nur das echtgeld bei ihnen angezeigt.

bei plinko und coins war dies nicht der fall und die spiele haben den wager umgesetzt und insofern musste ich davon ausgehen das sie mit dem bonus spielbar sind

wenn sie verboten sind wie können sie dann den wager umsetzen?

das live chat protokoll was sie hier als beweis ausführen ist nicht als beweis zu akzeptieren da zu dem zeitpunkt mein bonus bereits umgesetzt war und ich die auszahlung beantragt hatte.

meine auszahlung von 2440 euro war zu diesem Zeitpunkt auch bereits storniert.

Klar das sie danach behaupten das diese spiele nicht erlaubt sind.

eine gute möglichkeit nicht auszahlen zu müssen.

eine Frechheit so etwas als Beweis auszuführen nachdem die auszahlung bereits storniert wurde.

im spiel plinko war es ein ständiges auf und ab der balance ich habe sowohl wetten mit niedrigen mittleren und höheren risiko gespielt,

zwischenzeitlich fiel die balance auf 2200 euro aber da ich ebend auch hohes risiko gespielt haben bin auch wieder hochgekommen mit der balance.

dies sollte man in der wetthistory nachvollziehen können.

Dear fowi30, we have requested game history from the casino to further review this case. I kindly ask you to be patient while we investigate. I will update you about any further developments.

Thank you for your understanding!

We have reviewed the gaming history and have not found any evidence of risk-free betting. The player has played restricted games but we believe such restrictions should be enforced on a software level, preventing the player from opening the games or the wager not counting towards the bonus playthrough requirement. As the casino's decision on the matter is final, we will now close this complaint as unresolved which may negatively affect the casino's rating, the decrease in the rating could help to change the casino's approach.

Dear fowi30, I am sorry we could not be of more help on this occasion. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

Best regards,

Peter