What Happened
A player from New Zealand says they won NZ$26,000 at 7Bit, got through a hard verification, and then had about 16 withdrawal attempts by bank transfer and card bounced back with a message that the account details were wrong. They say the details matched their statement and that support only sent long generic replies instead of saying what to change. Worn down, they gambled the whole balance away and then asked Casino.guru to hold the casino responsible.
How It Developed
- 2026-07-30Complaint opened. The player said the weekly limit was NZ$20,000, so they had tried to withdraw that much, repeatedly.
- 2026-07-30Asked whether any balance or pending withdrawal was left, the player said the account was empty and that no bonus had been involved.
- 2026-07-31The player described days without sleep or work and argued the casino should have stepped in and protected the money.
- 2026-07-31The mediator said that once money is bet and lost it cannot be recovered, that responsibility for the balance rests with the player, and rejected the complaint.
Rejected
The NZ$26,000 had been gambled away after the failed withdrawals, and Casino.guru does not seek refunds of lost bets.
What Has (and Hasn't) Helped
Nothing could be done once the balance was gone: Casino.guru does not ask casinos to refund money that was bet and lost, however the withdrawals failed. If payouts keep bouncing, stop playing, leave the balance where it is, and open the complaint while the money still exists.