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Hello, I am filing a complaint against Bet7k for blocking my winnings. After completing the rollover requirement for a bonus, my balance was 4,057,509 CLP. However, the casino only allowed me to withdraw $45,000, and the rest of the money disappeared.

Furthermore, I've noticed that they've deleted my betting and transaction history, preventing me from reviewing my previous plays. I request your assistance in ensuring the casino makes its records transparent and refunds me all of my legally won funds.

Hola, presento una queja contra Bet7k por el bloqueo de mis ganancias. Después de completar el rollover de un bono, mi saldo era de 4.057.509 CLP. Sin embargo, el casino solo me permitió retirar $45.000, desapareciendo el resto del dinero.

​Además, he notado que han borrado mi historial de apuestas y movimientos, impidiéndome revisar mis jugadas anteriores. Solicito su ayuda para que el casino transparente los registros y me reintegre el total de mis fondos ganados legalmente."

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Could you please advise on the timeline of the events? Were the winnings capped right after completing the wagering requirement?

I hope we will be able to help you resolve this issue as soon as possible.

Meanwhile, I would like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider an imposed win limit to be unfair and predatory only when applied to a real money game. However, we accept bonus T&Cs that restrict the maximum cash out from bonus play.

I look forward to your reply.

Best regards

Attila

Hello Attila,

Thank you for your follow-up. Here are the additional details to clarify the situation:

Regarding the bonus and withdrawal limit: It wasn't a welcome bonus, as I'm a long-time player on the platform. It was a real deposit referral bonus. It's very important to note that, upon completing the rollover requirement, the platform itself displayed a message indicating that the maximum withdrawal amount was 4,500,000 CLP.

Chronology of events: I completed the wagering requirement (rollover) at 100%, reaching a balance of 4,057,509 CLP.

Since my balance was below the maximum limit of 4,500,000 CLP allowed by the promotion, I proceeded to request the transfer to my actual balance.

However, the casino ignored its own rule stated on the "Withdraw Bonus" screen and confiscated almost all of the funds, leaving me with only 45,000 CLP.

I have attached screenshots that explicitly show the casino's message about the 4.5 million limit, which proves that my 4 million balance was within the legal limits of the promotion.

I'll be waiting for your news.

Sincerely,

[Redacted] ([Redacted])

Notes on the attached evidence:

Withdrawal limit: The screenshot Screenshot_20260501-042025_Chrome.jpg is your strongest proof, as it states verbatim: "The maximum withdrawal amount is $4,500,000."

Bonus type: Screenshot_20260510-060906_Chrome.jpg and Screenshot_20260510-060134_Chrome.jpg confirm that these are bonuses for referral deposits and bonus upgrades, not welcome bonuses.

Deposit history: If you need to prove that you are an active player, the screenshots Screenshot_20260510-061849_Chrome.jpg and Screenshot_20260510-060427_Chrome.jpg show multiple recent deposits of 50,000 CLP.

Awaiting approval

Hola Attila,

​Gracias por el seguimiento. Aquí tienes los detalles adicionales para aclarar la situación:

​Sobre el bono y el límite de retiro: No se trató de un bono de bienvenida, ya que soy un jugador antiguo en la plataforma. Fue un bono de depósito real de referido. Es muy importante destacar que, al momento de completar el rollover, la propia plataforma mostraba un mensaje indicando que el monto máximo de retiro era de 4.500.000 CLP.

​Cronología de los eventos:​Completé el requisito de apuesta (rollover) al 100%, alcanzando un saldo de 4.057.509 CLP.

​Dado que mi saldo estaba por debajo del límite máximo de 4.500.000 CLP permitido por la promoción, procedí a solicitar el traspaso a mi saldo real.

​Sin embargo, el casino ignoró su propia regla establecida en la pantalla de "Retirar Bono" y confiscó casi la totalidad de los fondos, dejándome solo 45.000 CLP.

​Adjunto las capturas de pantalla donde se evidencia explícitamente el mensaje del casino sobre el límite de 4.5 millones, lo cual demuestra que mi saldo de 4 millones estaba dentro de los márgenes legales de la promoción.

​Quedo atento a tus noticias.

​Atentamente,

[Redacted] ([Redacted])

​Notas sobre las evidencias adjuntas:

​Límite de retiro: La captura Screenshot_20260501-042025_Chrome.jpg es tu prueba más fuerte, ya que dice textualmente: "El monto máximo de retiro es 4.500.000 $".

​Tipo de bono: En Screenshot_20260510-060906_Chrome.jpg y Screenshot_20260510-060134_Chrome.jpg se confirma que son bonos por depósitos de referidos y actualizaciones de bono, no de bienvenida.

​Historial de depósitos: Si necesitas demostrar que eres un jugador activo, las capturas Screenshot_20260510-061849_Chrome.jpg y Screenshot_20260510-060427_Chrome.jpg muestran múltiples depósitos recientes de 50.000 CLP.

A la espera de aprobación

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, Kubo (jakub.m@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,

Attila

Dear Carlosp12,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from Bet7K Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

That said, I’ve already contacted their team through an alternative channel, forwarding the details of your issue along with an invitation for them to create a representative account on our platform. I’ll keep you informed here as soon as I receive any updates.

Thank you for your understanding and patience.

Best regards,

Kubo

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.

Dear Carlosp12,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Best Regards,

Kubo