7Bit Casino, KatsuBet Casino Support and Complaints Thread

Hello princessccxo,

This group of casinos have always been responsive to our emails. We hope we'll get a reply from them this time too. 

Dear princessccxo,

Thank you for letting us know about this matter.

We have already checked your account and as per latest updates from the finance department, you need to upload your documents. You should have already received an email with details.

Please provide us with all requested documents and let us know here.

Best Regards,

Mars Casino Team 

Well, after a first deposit here (mars), I was told the 50 spins are added 24 hours after first deposit, and to wait, no big deal, i said thanks.  Their customer service people are super polite.  The spins never materialised, (deposit was on 5/15) and i asked about it today(5/23) and was told "they must be credited in first 48 hours after deposit."  So basically, because the casino did not grant them automatically and I did not hound support for them, the 50 welcome spins with deposit are non-existant for me.  So, i guess read your terms and hound support?  They were kind enough to offer me 10 spins, but i think it was just the nonchalant way that they guy couldn't care less if he loses a customer..  I'm not even mad, but i do gamble quite a bit and am always looking for new places, but i've made my 2 deposits.. my first and my last.

Could you please provide me with your casino username? We can notify the casino rep and ask to add the free spins to your account.

Hi Daniel Hughother,

Thanks for sending the username. The casino rep has been notified. Hope we'll get the answer shortly. 

Yes, pm'd the username. thanks again, no hurry.

Actually, this is the best casino game out there, reps ignore until holiday weekend and deal with it next week. Enjoy the holiday everyone! 

It seems we won't have a reply since next week. We already sent them two reminders and still nothing. We'll keep on reminding them until we get the answer. Keep you posted. 

Well, just a quick update.  I have not heard anything from them (as expected, holiday weekend), but i also have no contacted them since you messaged me.  Thanks again @melissaN

Thanks for the update. We still haven't heard back from them. We'll keep on sending reminders. 

I contacted and asked for an update and got this.

"Unfortunately, I do not have any updates stated on your account, please be assured I will send a request to Finance department and get back to you via email with any news. Please accept my sincere apologies for inconveniences caused."

"I've made your request a priority"

I have a screenshot but thats the jist of it.  I just dont understand these people.  I think that is why I am so irritated.  They ignore me, ignore YOU, and i mean what is the max cashout on this, like 50 bucks?  Who would screw over a customer for 50 bucks?  And if it is in "financial" then send an email to concerned parties and let them know.. I have crappy customers that I would pay 50 bucks to keep from going somewhere else.

I looked it up,  not on their T C.. thats always great.

That's it, 7bit, mars, whoever you are.  Its been 12 days since deposit, I'm calling your mother. Oooh you just wait.

Thanks for letting us know. They changed their manager so the new person does not reply our emails. I don't know what's going on. We're still trying to reach them. 

All has been set right as far as the what was due, bonus was added.  However, no one personally contacted me about anything, which doesn't really make anyone feel valued as a customer.  While they did the right thing in the end, when you only recieve a generic "your account has been credited with yadayada" after having an issue, it doesn't sit right.  So, i guess anyone reading this the issues has been resolved.  I am content with it, but I'll spend my money where the customer service is a little more friendly and better at communication.  Thanks Mel!

Oh and I didn't call your mother, yet, mars.

You are right, they need to be a little bit more customer-oriented and friendly. 

The good thing is that you got the bonus! 

Thanks very much for letting us know. Good luck! 

Also, i was just thinking about this for anyone who reads these before depostiting into a new casino. LCB is a huge portal that sends business towards a lot of casinos.  So if their new manager will not answer your emails, and I would imagine you send them overall a LOT more money than I ever could, I have no reason to think they would respond to mine.  And I consider myself to gamble more than your average person.  Not responding to forums such as this one is one of the first things to happen before "going rogue."  I am not trying to accuse this casino of this, just reminding everyone to be aware and trhat it would not be the first time it happened after years of playing at a great casino.

I really do not understand, 7bit and Mars casino are part from Direx NV group such as BitStarz, Playamo and many more. Normally they would respond to your question quite fast. If an email is sent to the wrong department, they should re-send it to the right address, that's to be expected.

7bit and Mars casino are not part from Direx NV group, they are part of Nabelse Holdings Limited.

That's probably what in their website stated but believe me they are part of Direx NV. Just take a look at their website design and features. WildTornado for example, in the beginning another company stated in their website but it was changed later on to Direx NV.

If they are the same company as Bitstarz, I don't see it unless they have different management / support  groups.  Its like night and day.  I have never had an issues with bitstarz or mbit.  But now that I know it's all the same I may just stay away for a while.  

ALSO the welcome free spins terms state:

Players will get free spins on on the following Bgaming (former SoftSwis) games: West Town, Lucky Blue, Brave Viking, Book Of Pyramids, Lucky Sweets, Lucky Lady Clover, Cherry Fiesta, Desert Treasure, Hawaii Cocktails, Princess Of Sky, Slotomon Go, Scroll Of Adventure, Domnitors.

This isn't true either, I could only play 3 of those.  So all in all this whole deal was garbage.  Every time i think they have straightened this whole deal out, it's still not right.  I'm done with them and will recommend spend your money elsewhere.  You can play the same games, and not deal with any of this mess.  And their rep has been MIA for sometime now.

Yup I had the same issue with Oshi casino, free spins were limited to SOFTSWISS games but I never able to play them because I was getting error message when I open the game. So everytime I have free spins in my account, I have to contact live chat for them to change the games. Oshi is owned by Direx NV.

I know some people get mad about software errors and whatnot, but my thing is as long as you respond and communicate and try to fix it, it's not a big deal.

I couldn't agree more there, good communication is very important and whenever a casino failed to do so, do not even bother playing there. A good service is as important as other features.

The only casino I ever feel confident that the live chat is going to be there to help me is at 7bit casino. other than that I have a hard time with everybody else but 7bit I never have a problem. They always seem to take care of my problem and we always resolve it in a timely Maner. For this reason alone there's no other casino that I play at. So I'm going to continue to play here at 7bitcasino.com until I hit a jackpot.

Mars Casino delays .0045 BTC withdrawl for over 24 hours. So, I ended up making playthrough on the second half of my welcome free spins at Mars.Casino and as you could imagine, I was stoked to be in that situation. I'm under the proverbial .005 max cashout that most BTC casinos seem to have these days, so I'm feeling pretty good at my chances of realizing this cashout. The BTC God's must've felt my eager anticipation one gets when cashing out on free spins because my measly .0045 mbtc cashout sat in the "pending" que of my casino wallet for the next 24 hours. Every couple of hours or so, I would hit up Clarke or Gamora in live chat and ask about the status of my withdrawl, only to be met with a "I'm sorry, I don't have any updates on your withdrawl at the moment, please check back later". I musta asked about my withdraw about a dozen times over the next 24 hours until I finally got fed up with the Mars runaround, recalled the withdrawl and started to play again. I ended up doubling the .0045 mbtc to a solid .01 mbtc so I thought there was more light than tunnel in my future, but my luck quickly changed and before I knew it, I was looking at a 0.0000 btc balance in my Mars account. Great. What is so difficult about btc withdrawls?? I confirmed my btc address through the email Mars sent me, so my withdrawl should have gone through in a couple of hours tops, but over 24 hours and still nothing?? Way unacceptable these days and that is why Mars.Casino will not be getting any more of my business until they figure out how to use their BTC wallet. I've talked to several other players who have not had withdraw issues with Mars, but for me it's not happening.

Are you from the united states? As far as I know only Bitstarz casino accepts USA players and other Direx nv casinos do not, so this probably the reason they didn't processed your withdrawal.

I signed up through the LCB referal link, got my deposit accepted and bonus free spins added without a peep about what country I'm from. I made play through and Mars dropped the ball on my withdrawl. Do I know why they were lagging on my btc withdrawl?? No, I don't know why, but I would find it hard to believe that they would not let me withdraw BTC from their casino based on where I'm playing from. I have an account with 7Bit and have withdrawn btc from there, so I doubt it was where I'm playing from, which often times isn't in the US ;) that was holding up my withdrawl. Either way, it wasn't appreciated and now I just won't play there. Simple.

Hi Guys,

We finally got in touch with the casino rep today. She is aware of your posts hopefully she'll join us soon on the forum and answer all your questions and concerns. 

Thanks for reaching out to the casino rep for us MelissaN. I look forward to discussing some concerns I have regarding my recent expierences at Mars Casino with her.

Hello, @Daniel  

Sorry for the delayed answer. 

I have checked your account and noticed that you received all 50 welcome spins you were eligible to receive. 

Feel free to let me know if you have any questions in future.

Regards,

Mary 

Yes, it was handled.  Very slowly, unprofessionally, and incorrectly, as the spins i received were only for 2 games and not "any bgaming" game as your T&C States on your website.  So yes, I received 50 spins, but like I said in the beginning it wasn't that big of an issue anyways, as it was always about the lack of communication and your casino's uncanny ability to disappear when the issue arose, rather than any sort of contact.  So thanks for getting back to me almost a month later, but I will spend my time and money elsewhere.  Since I have a small business and am in the customer service business as well I am usually more than forgiving when mistakes happen, but i won't deal with three seperate support levels ignoring me for two weeks and then continue to do business with them. 

Dear @Daniel  

Thank you for your feedback. We really delayed with the resolution of your matter. We'll take into account all your wishes. Thank you for encouraging us to become better.

I opened an account wit 7bit casino last March 2018.
Then I made a deposit of 100 euros with 100 casino bonus.
As luck would have it I won the game I was playing.
My total winnings is 5473 euros.
I made sure that wagering requirement is met before I requested a withdrawal.
I requested a withdrawal of 400 euros on March 4.
They emailed me saying I need to upload documents so did login to my 7bit casino account and uploaded them.
It was taking a while so I emailed them. I also checked Live support but was offline at the time so I sent a message.
I logged in again and saw my documents pending and my withdrawal pending.

I talked to live chat on March 28 and 30 , they said the same thing:
Anthony
I'll send the request to the finance department for them to approve your documents as soon as possible.

I emailed them on April 2 and 6 but got no response.

On April 9 chat said : I'll send the request to the finance department for them to approve your documents as soon as possible

April 22, I messaged them on https://7bitcasino.com/en/support but then I gain no response.

Later, on April 30 I checked my account and saw message login : Your account is disabled. I emailed then that same day asking why.

May 7, chat told me : Unfortunately, I do not have any updates stated on your account, please be assured I will send a request to Finance department and get back to you via email with any news. Please accept my sincere apologies for inconveniences caused.

Help me solve this problem with this casino. It took a lot of my time and energy contacting them hoping they will pay what they owe me.

Sounds really weird that they would go this route. I have never played there before, but made a withdrawal or a while, as in a really while back. I am sure this will get resolved, unless you use the complaint system to try nd get you money.

90% of the Direx NV group casinos that I know of are legit.

Sorry to hear that jivahis.

Please private message me your casino username. We're going to notify the casino rep.

@Fiekie247 Thank you for your feedback.

You are totally right, we have already resolved the matter.

Regards,

Mary 

okay i will

The rep has been notified. 

I am still waiting, did ypu update?

The casino rep should reply soon. 

Hello, @jivahis 

Unfortunately, you violated our terms and conditions by opening multiple accounts. We were forced to deny your winnings and added your initial deposit back to your account.

Please login to your casino account and request withdrawal.

After that, your account will be closed.

Thanks for understanding.

7BitCasino Team

Hey there everybody, So i have been playing on 7bit for a good 2 to 3 months...making some hefty deposits,you may even see me win some of the tournaments... So finally after months of playing i want to finally cash out.... Lets take this into consideration as well i received a email not too long ago from 7 bit SAyimg the following.

Hello Kenian!
Great news for you! Now your account has Automatic cash out feature. It means you do not have to wait anymore for your withdrawal request to be processed. Cash out will be handled instantly by the system right after you submit it. Few exceptions related to bonus winnings or General Terms and Conditions may occur.

Get your favourite game, participate in the Tournament Race or get a weekly bonus to win and cash out instantly.

So .........July 25, 2018 15:32 Pending RECALL Cashout MBP 0.04000000 B Dont know what time it is where u all are but it is now almost 9Pm im supposed tgo never have this issue, i know for a fact i do not have multiple accounts. and if that were the case how come they never told me anything about having one when i have withdrew before.I KNOW IT IS NOT THE CASE....IM NOT PLAYING WITH ANY BONUSES  I SIMPLY DEPOSITED WON AND NOW I WANT TO CASH OUT AND I CANT SEEM TO FIND THE CHAT OPTION AFER THE FIRST TIME I ASKED WHAT WAS GOING ON THEN ASKED TO SPEAK TO A MANAGER.... ONCE AGAIN I AM NOT IN THE WRONG HERE A VERY LOYAL PLAYER I ACTUALLY LIKE THE CASINO BUT COME ON THERE SHOULD BE NO HOLD UP EXSPECIALLY AFTER U GYYS SENT ME A EMAIL SYING THIS WOULD NOT HAPPEN

Hi kenian,

We're going to notify the casino rep about it. Keep an eye on this topic. 

Hello , kenian

Can you please provide me with your account name or email and I will investigate your case asap! 

Please send me info by private message.

Looking forward to hearing from you soon.

Mary 

Well i ended up playing my balance out now i am trying to witdraw again and same proble maybe u can help me with this one mary or anyone...My Complaint is I Was promised AUto Withdraw instantly and i am not Getting it,. I KLOVE THIs Casino but now when u dont release my funds :) and i have wagered at least 7 x more then the deposit amount

First of all I only have one 7 bit casino account registered.

And also I did not violted your terms!

Stop saying nonsense and pay me now!

Ok Have Been waiting over half the day and still no update or response. I Will give a recommendation, Make the Financial department more accessible. Why do you Make it like some big secret an they are to important that a regular person cannot get in touch with them. Like really do you expect me to believe you have a huge Staff of employees. I dont think so im sure you guys know each other very well. I DOnt see why a Phone call to your Colleague can hurt to process my withdraw faster... You guys sent me an email stating i can withdraw without my withdraw being subject to any verification.. I Have not broken any rules...i Have been a very constant depositor. Almost more than a Gand a day. And you are going to make me wait like this. If you guys need any type of verification just let me know i have no problem providing but i dont know how you would verify a crypto transactions as they are made to be anonymous an fast and instant???? As Fast as my deposits are accepted so should my withdrawal

Dear  kenian, 

First of all, let me congratulate you on the BIG WIN at 7BitCasino! We hope that soon you will win even more!

Regarding auto cashout feature. You simply tried to cash out to a new address, that you never used at our casino. Due to your security, we can't automatically approve such withdrawals. Next time, you'll need to confirm that the new address belongs to you. 

We appreciate your membership and thanks for being a loyal customer.

All the best,

Mary

Dear jivahis

I understand your anxiety, but nothing really can be done in this case. You violated our Terms&Conditions by depositing at multiple accounts. Duplicates can appear by IP, browser or device fingerprint. I can't do anything except refunding your deposits.

Best regards,
Mary

And can you check my account for duplicates? I know that I have one account, but I'm using VPN in your casino, since it is blocked in Russia. In the chat, I was told that you can use.My username kerob1