7Bit Casino, KatsuBet Casino Support and Complaints Thread

Hi maiwen63,

I've received your account details and notified the casino rep. Will keep you posted. 

Dear maiwen63,

We would like to explain the situation that occurred in detail.

By registering and using an account with the website you have confirmed your consent with the Terms and Conditions of our casino.

Our team wants to inform you that KYC is a mandatory procedure in our casino.

According to the terms of our casino, Paragraph 10. Anti-Fraud Policy: "In order to verify a player's account, casino management requires documents (ID, payment systems, utility bills, etc.) in Latin or Cyrillic alphabet."

Moreover, Paragraph 12. Withdrawal Policy states: "The Casino reserves the right to check your identity prior to processing payouts and to hold any refund or withdrawals for the time needed to check your identity."

The documents that the player provides must be up-to-date in order for the casino management to be sure of their validity. Expired documents can not be accepted as legal proof of the player's identity.

Dear maiwen63, we would like to inform that your withdrawal was successfully processed as an exception, as we are loyal to our customers. But we kindly ask you to provide our casino with the requested documents, and we will check them on a first-come, first-served basis.

Hope for your cooperation.

Kind regards,
7Bit Casino

Hi Dani,

We received your account details. The casino rep will be notified. 

Hi dani1488,

The casino rep advised us that they would provide us with the info soon. Keep you posted. 

Hi dani1488,

We already sent a reminder to the casino rep but we still haven't heard from them. We're going to double check what's going on. 

Dear MelissaN and members of the LCB Forum,

Thank you for bringing our attention to the situation. Let us kindly clarify the details of this case.

Indeed, the player Dani1488 reached our support team with the bonus request. During the checkup of the bonuses availability, our security department discovered several duplicate accounts which have already used bonuses of our site.

The Terms and conditions of our casino state: "All customer offers are limited to one per person, family, household address, email address, telephone number, same payment account number (e.g. debit or credit card, NETeller, etc), IP, and shared computer, e.g. public library or workplace."

The player claimed that the duplicates do not belong to him, but mentioned that he had previously had similar problems due to the fact that he allowed his sister to use his phone in order to create an account. We understand the player's position, but our сasino works according to the set Terms, with which the player agreed by creating an account in our casino.

Therefore, the player was refused in issuing a bonus. This predictably made the player unhappy.

The player requested the information regarding the duplicates but as you know this information can not be provided. We act according to the GDPR policy and the information about our players as well as their personal data is strictly confidential and cannot be disclosed under any circumstances.

In chat, the player has received instructions for getting the chat transcript from our casino but he did not follow them, and currently, he still did not contact us for processing a request for a chat transcript.

Taking into account all of the above we suppose the player's claim is unfounded due to the fact that we acted according to the Terms of our casino and the international GDPR Policy.

Kind Regards,
7BitCasino team

I have an unresolved complaint with a 7bitcasino that's licensed by Antillephone. My account has been closed due to my jurisdiction, despite them assuring me prior to making further deposits that I will not have any issues, and that I can cashout. I have save screenshots as proof of this.

They are violating the terms of their gaming license set forth by the gaming commission. They should have geoblock turned on at all times blocking players from banned countries. This is a common practice used by rogue casinos to steal Bitcoin from USA players, at the time of any withdrawal the players account is closed and all funds confiscated. 

To be clear, I want to point out that casino is in violation of their own agreement between them and their gaming commission. Therefore if they were following their own rules I would of never been able to deposit so any talk on how I should of read the casinos terms is irrelevant. According to other players here on LCB they all feel that the casinos doing this should refund the deposits to the players. If Mars Casino/7Bit refuses they should be automatically be blacklisted and offers taken down.

 They breached their contract with the Curacao Government the contract between player and casino is illegal and thus void.

1. These casinos do not take USA players per their T&Cs , and its every player's responsibility to do their due diligence before playing-- I DID THIS AND WAS MISLEAD/'LIED TO, AND THEY ARE BREAKING THEIR OWN RULES. FURTHERMORE, I'VE READ THAT OTHER USA PLAYERS HAVE PLAYED AND CASHOUT WITHOUT ANY ISSUE. THIS IS EXPLOITIVE BEHAVIOR SHOULD NOT BE TOLERATED AND MUST BE STOPPED. 

 2. Casino should refund player deposits that shouldn't  have be taken in the first place

3. Said casinos should additionally prevent players coming from restricted countries, from depositing at all.

IMPORTANT NOTE: I've reached out to their chat support one day after opening up an account (which I for starters shouldn't' have been able to do to begin with). After a withdrawal request was "pending" for a long time. After not hearing back from them about it (it remained pending indefinitely), I followed up with their SUPPORT TEAM VIA CHAT. I asked them to look into my account and check that I'm not violating any of their terms by having multiple accounts and JURISDICTION. They CONFIRMED THAT MY ACCOUNT WAS GOOD, AND THAT I CAN CASHOUT WITHOUT ISSUE IN THE FUTURE. I asked again, and made it clear that I wanted to be triple sure that there wouldn't be any issue-- otherwise I told them that I won't continue to deposit. Again, they said i was fine and can play. I have screenshots of this conversation as proof. After this , I made many deposits, and then my account is now blocked "due to my jurisdiction." They clearly have the ability to block IP address, so this measure should have been done from the get go. 

For more context: 

"Holding a sub-license from Antillephone N.V. allows online casinos to offer their services to countries where online gambling is legal and unregulated. With that said, the master license has shown to enforce licensing provisions when it comes to excluded territories. For instance, operators cannot offer their services in the USA, France, Curacao, Dutch West Indies, and the Netherlands. 

Antillephone NV 8048/JAZ is also a notable license holder because it’s the first Curacao master license holder to offer licenses to crypto currency-based online casinos. While many of these have caused controversy in the online gambling world (due to their, often back-hand practices), the master license holder appears to be relatively on top of things, and is now enforcing license terms – mainly, restricting players from certain countries from playing at the casinos.

Still, Antillephone NV 8048/JAZ have shown themselves to enforce some license provisions surrounding these areas.

The master license holders also makes all of its sub-licensees adhere to its excluded territories rules – and you can see their ruling on this below:

“Under this license, apart from its own diligence and legalities, the license holder is not authorized to offer its services in the territories of USA, Netherlands, France, Dutch West Indies and Curacao. Before reporting such non-compliance, please make sure the license holder is not operating under multiple licenses, allowing the legal operation in the above regions.”

The master license holder also requires all of its sub-licensees to display a seal in the footer section of their website. This can be clicked upon by any visitor to the website, which then directs to a license-checker hosted by Antillephone N.V. 8048/JAZ.

“The seal used above is the official weapon of the Country Curacao with the reference number of the license of Antillephone N.V. 8048/JAZ.”

I found how to file a Complaint to Curacao Antillephone (N.V. 8048/JAZ)-- but first, I'm attempting to resolve this via third party as advised. 

Please let me know what information you need from me to move this forward. Thank you in advance.

I have an unresolved complaint with a 7bitcasino that's licensed by Antillephone. My account has been closed due to my jurisdiction, despite them assuring me prior to making further deposits that I will not have any issues, and that I can cashout. I have save screenshots as proof of this.

They are violating the terms of their gaming license set forth by the gaming commission. They should have geoblock turned on at all times blocking players from banned countries. This is a common practice used by rogue casinos to steal Bitcoin from USA players, at the time of any withdrawal the players account is closed and all funds confiscated. 

To be clear, I want to point out that casino is in violation of their own agreement between them and their gaming commission. Therefore if they were following their own rules I would of never been able to deposit so any talk on how I should of read the casinos terms is irrelevant. According to other players here on LCB they all feel that the casinos doing this should refund the deposits to the players. If Mars Casino/7Bit refuses they should be automatically be blacklisted and offers taken down.

 They breached their contract with the Curacao Government the contract between player and casino is illegal and thus void.

1. These casinos do not take USA players per their T&Cs , and its every player's responsibility to do their due diligence before playing-- I DID THIS AND WAS MISLEAD/'LIED TO, AND THEY ARE BREAKING THEIR OWN RULES. FURTHERMORE, I'VE READ THAT OTHER USA PLAYERS HAVE PLAYED AND CASHOUT WITHOUT ANY ISSUE. THIS IS EXPLOITIVE BEHAVIOR SHOULD NOT BE TOLERATED AND MUST BE STOPPED. 

 2. Casino should refund player deposits that shouldn't  have be taken in the first place

3. Said casinos should additionally prevent players coming from restricted countries, from depositing at all.

IMPORTANT NOTE: I've reached out to their chat support one day after opening up an account (which I for starters shouldn't' have been able to do to begin with). After a withdrawal request was "pending" for a long time. After not hearing back from them about it (it remained pending indefinitely), I followed up with their SUPPORT TEAM VIA CHAT. I asked them to look into my account and check that I'm not violating any of their terms by having multiple accounts and JURISDICTION. They CONFIRMED THAT MY ACCOUNT WAS GOOD, AND THAT I CAN CASHOUT WITHOUT ISSUE IN THE FUTURE. I asked again, and made it clear that I wanted to be triple sure that there wouldn't be any issue-- otherwise I told them that I won't continue to deposit. Again, they said i was fine and can play. I have screenshots of this conversation as proof. After this , I made many deposits, and then my account is now blocked "due to my jurisdiction." They clearly have the ability to block IP address, so this measure should have been done from the get go. 

For more context: 

"Holding a sub-license from Antillephone N.V. allows online casinos to offer their services to countries where online gambling is legal and unregulated. With that said, the master license has shown to enforce licensing provisions when it comes to excluded territories. For instance, operators cannot offer their services in the USA, France, Curacao, Dutch West Indies, and the Netherlands. 

Antillephone NV 8048/JAZ is also a notable license holder because it’s the first Curacao master license holder to offer licenses to crypto currency-based online casinos. While many of these have caused controversy in the online gambling world (due to their, often back-hand practices), the master license holder appears to be relatively on top of things, and is now enforcing license terms – mainly, restricting players from certain countries from playing at the casinos.

Still, Antillephone NV 8048/JAZ have shown themselves to enforce some license provisions surrounding these areas.

The master license holders also makes all of its sub-licensees adhere to its excluded territories rules – and you can see their ruling on this below:

“Under this license, apart from its own diligence and legalities, the license holder is not authorized to offer its services in the territories of USA, Netherlands, France, Dutch West Indies and Curacao. Before reporting such non-compliance, please make sure the license holder is not operating under multiple licenses, allowing the legal operation in the above regions.”

The master license holder also requires all of its sub-licensees to display a seal in the footer section of their website. This can be clicked upon by any visitor to the website, which then directs to a license-checker hosted by Antillephone N.V. 8048/JAZ.

“The seal used above is the official weapon of the Country Curacao with the reference number of the license of Antillephone N.V. 8048/JAZ.”

I found how to file a Complaint to Curacao Antillephone (N.V. 8048/JAZ)-- but first, I'm attempting to resolve this via third party as advised. 

Please let me know what information you need from me to move this forward. Thank you in advance.

I have been going in circles with their email support.

Also, note that even after account was closed. Their VIP manager reached out and let me know that she "review my account play and has added a cash bonus (to my closed account). 

ALSO MY USERNAME IS DWERL081 ([email protected])

Hi Monika,

Sorry to hear about your issue with 7Bit casino. We'll notify the casino rep. Keep you posted. 

Dear MelissaN and members of the LCB Forum,
 

We have contacted Monika Mateka to resolve this matter via e-mail.

We are waiting for an answer.

Dear MelissaN and members of the LCB Forum,

We are glad to inform that we've met Monika Mateka halfway, and have already texted her regarding the results.

Hopefully she will confirm that, and the issue will be considered as solved.

Kindest regards,

7BitCasino Team

Allowed me to deposit play and win as a us based player... US players arent allowrd. now won't even refund my deposit..   or respond.

Hello Subtlefist, 

That is very strange. We will try to see what happened and why they would allow you to deposit and play while being restricted. Could you please inform us with your 7Bit Casino username via private message. Thanks. 

Dear Subtlefist,

We are waiting for your username to provide a quick solution.

Kindest regards,
7BitCasino Team

Wow this is shocking! I too was assured that I could deposit and withdraw freely as a US player - I believe the casino was even promoting to US players for a time. When I opened my account ~1 year ago, I made sure to verify with their staff that I could play on their site legally. Very disappointing to learn about this violation - I will 100% be demanding a refund of my deposits. Please review my account and get back to me with the refund details ASAP; for every one of my online sessions at the casino, it clearly states that I am playing from a US IP address - I have preserved records to substantiate this as well. I appreciate your efforts to rectify this issue quickly. Username: [email protected]

Hello rjab89,

We will notify Casino Representative, keep posted on this forum thread for a response. 

Hi, 

I have received the email notifications from 7bit to cancel my account and refund my deposits - thank you very much for your help. Please also help me cancel and refund deposits for my Katsubet account as well, my registration email is the same as for 7bit ([email protected]). Thank you!
 

Rielan

Hi rjab89, 

We will notify Casino Rep to do the same for Katsubet account. 

Hi rjab89,

Please be advised that Casino Rep is aware of your request and is working on fulfilling this. Let us know if it was successful. 

Dear KingNemo and members of the LCB Forum,

We are happy to share with you that we've contacted rjab89, and the issue has been solved.

We hope that they will be able to confirm this.

Kindest regards,

KatsuBet Casino Team

Similar to others, I'm located in the US and had no idea 7bit was not permitted here. I've played on and off for over a year and never saw anything on the website that indicated the US is restricted. I'd like to have someone from the casino reach out to me as soon as possible to refund my deposits and close my account; the email is: [email protected]

Thank you LCB for your help!

Hello mstomps, 

We will notify Casino Representative, keep posted on this forum thread for a response. 

Dear KingNemo and other members of the LCB Forum,
 

We have contacted mstomps to discuss and solve this issue via email.

We are waiting for the customer's answer.

Thank you for your assistance with my 7bit account; my funds have been credited and withdrawn as promised and my account is now closed. Could you also help me do the same with my Katsubet account? Email is the same: [email protected] - thank you!

Hi mstomps,

Casino Rep has been notified. 

Dear KingNemo and other members of the LCB Forum,
 

We have contacted mstomps to discuss and solve this issue via email.

We are waiting for the customer's answer.

Dear KingNemo and members of the LCB Forum,

We are happy to share with you that we've contacted mstomps, and the issue has been solved.

We hope that they will be able to confirm this.

Kindest regards,

KatsuBet Casino Team

Hello.. i have been cutted out form receiving any bonus form katsubet.com without giving me any explanation. I think it was because it because i have exceed the bonus limit i can receive in the casino

This casino have a system of reawarding points that can be chaange for money. I have 2400 Katsupoints before i have been cuted off receiving funds... that worth 145 Euros. that they dont allow me now to change to money... and thus keeping my earnings... 

Rui

Hello engrsc1,

Could you please send over your KatsuBet Casino username via private message. Once we have this information we will contact Casino Representative and look into your situation. 

Hello engrsc1,

We received your KatsuBet Casino username via private message and have contacted Casino Representative. Keep posted on this forum thread.

Dear KingNemo and members of the LCB Forum,

We've checked the account of the player with the nickname engrsc1.
Our Casino reserves the right to restrict players from receiving any bonus promotions once customer bonus ratio (deposits : bonuses) is more than 50% upon our sole decision.
You may check this rule in our Terms and Conditions, 10. Anti-Fraud Policy.

However, having checked this case individually, we've decided to remove this restriction so that they are able to receive bonuses again.
We wish the player best of luck!

Kindest regards,
KatsuBet Casino Team

I want to thanks the katsubet casino and his administrtion for removin my bonus restrition and thus can enjoy my favorite casino and their bonus. 

I am  gratefully to lcb team and Kingnemo for beeing so helpfully and fast deal with problem.

Gratefully to you all and best regards

Rui 

Dear KingNemo and members of the LCB Forum,

We are glad to inform you that the issue of engrsc1 customer was 
Our team is grateful to the player for confirming this in the Thread.

May the luck always be with you!
 

Best regards,
KatsuBet Casino Team

I’ve been playing with them for years and I really liked their casino. All of a sudden in the middle of my play I was logged out and my account was disabled. They took my funds. I contacted support and they just said someone will email you. I don’t know what to do. My email is [email protected] if someone wants to help me and my bitcoin address <removed by KingNemo>

Please refund my deposits.  I live I USA and I've been playing there for years.  Please help.  I just made 2 deposits.  Please help me get my funds!  

Hello Jonathan Abdoo, 

We will contact Casino Representative and see if they can provide you assistance. Keep posted on this forum thread. 

Thank you.  I would like to have at least my recent deposits refunded.  

They contacted me and won't allow me to get my recent deposits back. I am only getting the small balance left in my account.  If I was not allowed to play should I not get the recent deposits I made back?  

Hello Jonathan Abdoo, 

Casino Representative will respond on this forum thread with an official response tomorrow. Until then, please be patient. Thank you.

Dear KingNemo and members of the LCB Forum,

We've checked the case of the customer with the nickname Jonathan Abdoo, and have already contacted them to resolve the issue.
The remaining balance of the player has been sent to their cryptowallet.
We hope for the confirmation of these words from customer's side.

Have a wonderful day!

Regards,
7BitCasino team

Hello I am requesting for my funds that I have deposited over the years here to be returned as I am living in the US and it is illegal 

[email protected]

sure, just be patient don't be a hypocrite man

Hello Twofargone742, 

You should have reached out to us way earlier when the case was fresh. We advise you file a complaint to the Curacao License as there is not much we can do here. Sorry. 

So if it illegal to play in US you maybe have commited a crime there, so you must be call to justice !! 

Dear KingNemo and members of the LCB Forum,


We would like to inform you that we've already contacted the customer with the nickname Twofargone742 via email with our response.
Unfortunately, funds which have already been played cannot be refunded.
By accepting our Terms and Conditions while registering, each player confirms their awareness of the fact that gambling may lead to losing money.

We wholeheartedly hope for understanding.


Regards,
7BitCasino team

katsubet has froze my comp points until i deposit real money they said i make daily deposits up to 50$ per day and i dont use bonuses and i asked why they did that causei went to cash in my 100 points i had for 5 bucks there reply was we will unlock them when you play with real money which i dont know what is fake money i have 5 kids i cant afford any more then i play with which is lots to me it adds up monthly and i barely win on this site and i aske dthe live chat for help they said restart your computer then maybe ask us for help like wow and they made me spend my comp points when i leveled up in order ot recieve my level up gift which i think aint right either so now i just want my account closed this is unfair to me

Hello campria82,

Can you please provide us with your Casino username via private message , and we will ping the Casino representatives about your case?

Dear campria82,


Thank you for your contact.
Firstly, we are sincerely sorry to hear that you have such impression about us.
However, please note that our Casino reserves the right to restrict players from receiving any bonus promotions once customer bonus ratio (deposits : bonuses) is more than 50% upon its sole decision.
This info is stated in our Terms and Conditions.

Anyway, we ensure you that such condition is flexible, and your bonus ratio may change if you play with only real funds(without active bonuses) for some time.

We hope for your understanding.
Wishing you best of luck!


Kindest regards,
KatsuBet Casino team

Hello!
I deposited in 7bitcasino and won. Not much, only 12 LTC, but nevertheless I won it. I wanted to play more but in some days realized that I would lose the winning if I continue and decided to withdraw the money. I uploaded my passport and requested cashout. Next day I received the message asking to provide the casino with a selfie and POA. In the evening I did it and wrote to customer service that all was done. After that I waited for some hours and requested cashout again. Today I checked my account in casino and it is disabled. I do not understand the reason. I e-mailed the casino, they say that I violate T&C (Fraud policy) but I even do not understand how I can do it. The casino doesn't give me any particular reason for the block. They just send me their T&C over and over again in reply to all my messages

Hello JackN44,

Can you please send me your Casino Username via private message, so we can get in touch with Casino Representative and investigate your case?