My complaint:
Hi ComplainBiz,
My name is Robert and I have played at online casinos for almost 10 years now, so with that much time playing online, there is almost no way to avoid a problem occurring here or there, but for the majority of cases, the casino management or other upper level employees of the casino will correct whatever mistake was made very swiftly and without much harm done at the end of the day.
I have been dealing with 7BitCasino over chat support and back and forth through email for the last several days since my problem began, as I have tried several different approaches to try and help Tuen understand what problem occurred, while also providing many pieces of evidence to support each claim I make, yet the responses to my very carefully worded and organized messages show very clearly that the casino does not wish to entertain any possible sequence of events that would ultimately assign any fault or blame on them, no matter how compelling an argument I present them even if each argument is backed with irrefutable evidence and facts
Because of this stubborn and almost childish stance they have taken despite the evidence laid out before them, I am no closer to having the issue resolved as when I first identified the casinos finance team’s error that sent my entire ETH withdrawal, equivalent to about $850, to a wallet address I had never seen before, never entered into the casinos website, and have no idea where this wallet address came from.
7BitCasinos crypto withdrawal sequence is fairly simple. As long as no bonus or play through is attached to your funds, you may request a cashout of your winnings to a crypto wallet that you control by entering the wallet ID in the appropriate field, and then most importantly, entering this wallet ID triggers an email from the casino to your email address on file, and you must review this email and click the link embedded in the message, which then begins the final processing of your withdrawal and funds should be sent out of the casino shortly after. This was not at all how my withdrawal went.
When I thought it was a good time to cashout my ETHEREUM winnings, I opened my Coinbase app and selected my ETH wallet, and copied the wallet address (0x1c8F92413f1703Ae5AAFa8A30E96D262dA0665Df) and then pasted the address into 7BitCasinos withdrawal page. At that time the casino recognized that this was a new wallet, and an email message appeared from the casino asking for me to the wallet address via the link embedded into the casinos email message to me, which I did. But with such a large amount of crypto being sent to me, I doublechecked that I followed the instructions accurately which is when I notice the message from the casino in the player withdrawal section stating that when sending out ETH, players must use a wallet address that would work on the ERC-20 network, and I was uncertain if the address I provided (0x1c8F92413f1703Ae5AAFa8A30E96D262dA0665Df) would be compliant. So I toggled back to my Coinbase app, where I ed that the original address would not have followed the guidelines of the type of wallet the casino needed to send my ETH, so I was able to cancel that withdrawal request and submit a new wallet ( 0xD33123dF7920ABeA68659bdcb3D332C2d7FB20De) for my .37 ETH to be sent out from 7bitcasino and into this Coinbase wallet.which again, generated an email from the casino to me , and where i again clicked the embedded link to this time, a wallet that met the requirements the casino needed.
I intermittently checked in with chat support over the course of the next 5 hours, but my withdrawal request was still pending, and casino chat support would not provide any further details about my ETH. cashout which is supposed to be instant, so I was getting very anxious and worried about my funds, but in hindsight I should have been worrying about other factors of my withdrawal other than it just being delayed, because each and every casino employee I’ve come into contact with repeats the same script, which basically states that the player is the only person who can dictate where and to quiz wallet their withdrawal funds go, so with that logic, they believe I must have told the computer and casino to send all my money to this random wallet, when I only ever send ETH to my Coinbase wallet or in this case it was an alternative Coinbase wallet. I ed two wallets that day which were
0x1c8F92413f1703Ae5AAFa8A30E96D262dA0665Df
And
0xD33123dF7920ABeA68659bdcb3D332C2d7FB20De
Yet the withdrawal of my .37 ETH went to wallet :
0xB704A75751B158B6F4b7C55d569b0e4746756EA5
And the only reason I have that third wallet info is from the hash of the transaction(0xd94bc40510115dfd562ea57156b8a973d6ddd7ce13b7c74ef3f33223b80f2a66)that sent my ETH out to some rogue wallet that is certainly not mine nor did I ever claim it to be.
That transaction took away all the funds that I possess in this world and sent them to someone I almost certainly do not know and cannot recover.
How 7bitcasino still cannot see what they’ve done as a monumental mistake on their end just goes to show how arrogant, ignorant, and greedy this casino and those in its employ are, and just how little they care to try and resolve this issue that has devastated me financially and exhausting me both physically and emotionally as I have sent upwards of 50 emails to the casino either to ask for more information, for clarification regarding a previous email sent to me, or to attempt to prove my case and my lack of knowledge or responsibility for my funds being sent somewhere other than the last wallet address I provided to them and ed via email which to my understanding, should never have been allow to occur and the only reason I did not intervene in time was my inability to see what the casino was about to do and where the casino was going to mistakenly (I hope mistakenly) send to a bogus ETH wallet that I’m pretty sure I’ll never see again, especially without any help from 7bitcasino.
Suggested solution:
They need to send me the entire amount of my cashout request (.37 ETH) which they gave away to someone else. I would be willing to entertain a smaller amount but I wholeheartedly believe I deserve at least that much. I’ve also dedicated at least 20-25 hours of research, making and responding to email messages, and developing complaints for their actions and non actions in this matter. I need my funds so I can eat, feed my cat, put gas in my car. I have nothing left because of the casinos actions and I desperately need help to get them motivated to help me.
Thank you so much !
