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Hello, I am having an issue with this casino.

A few days ago I requested a withdrawal of my money and was told that within 24 hours I would receive information on whether my withdrawal was accepted or not. Today, I logged into my account and found that I have no pending withdrawals and my money has vanished from the account!!

Hola, tengo un problema con este casino.

Hace unos días solicité el retiro de mi dinero y dijeron que en 24 hrs recibiría información si fue aceptado o no mi retiro. Hoy ingresé a mi cuenta y me aparece que no tengo ningún retiro pendiente y mi dinero desapareció de la cuenta!!

Dear Vlinee17,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern.

• Are you sure that your withdrawal wasn't processed and the money sent to you?
• Which payment method you have opted for?

Please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

The withdrawal was not processed or accepted, I chose the bank account payment method. When I contacted the casino they only told me that I should wait for my money to be returned but several days have passed and there is no trace. I am very worried because when I enter my account at the casino the money does not appear and they do not give me a solution.

El retiro no fue procesado ni aceptado, elegí el método de pago de cuenta bancaria. Al comunicarme con el casino sólo me dicen que debo esperar a que me devuelvan el dinero pero ya han pasado varios días y ni rastro hay. Estoy muy preocupada ya que al ingresar a mi cuenta en el casino no me aparece el dinero y no me dan solución.

Hello, the casino actually returned my money and when I requested the withdrawal again they blocked my account and did not give me a response.

Hola, el casino efectivamente devolvió mi dinero y al momento de solicitar nuevamente el retiro me bloquearon la cuenta y no me dan respuesta.

Dear Vlinee17,

Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

Thank you in advance for your reply.

I registered my account on approximately September 27, completed identity verification and sent address documentation but they have not yet accepted it.

What I have been playing the most is live casino.

My winnings were accumulated without any active bonuses.

The truth is they don't want to unblock my account.

Registré mi cuenta el día 27 de septiembre aprox, completé la verificación de identidad y envié documentación de domicilio pero aún no me la han aceptado.

Lo que más he estado jugando es a casino en vivo.

Se acumularon mis ganancias sin ningún bono activo.

La verdad no quieren desbloquearme la cuenta.

They responded to this when I asked why they blocked me

Esto me respondieron cuando pregunté porque me bloquearon

I need to know what should I do in that case?

Necesito saber ¿Qué debo hacer en ese caso?

Thank you, Vlinee17, for the forwarded email from the casino.

• Can you confirm if there has been any subsequent communication following this email?
• Have you ever raised the issue of a gambling problem during your interactions with the casino?

I still have not received any response from the casino, I only write to the chat and they tell me that I must continue waiting for an email, my account with my money remains blocked.

I have not raised gambling problems, I only requested my withdrawal of money since I needed to pay for some things, I already paid them but I still need to withdraw it.

Aún no recibo ninguna respuesta por parte del casino, solamente escribo al chat y me dicen que debo seguir esperando un correo, se mantiene mi cuenta bloqueada con mi dinero.

No he planteado problemas de juego, solamente solicité mi retiro de dinero ya que necesitaba pagar algunas cosas, ya las pagué pero aún así necesito retirarlo.

They keep my account blocked, they told me that as soon as my address was verified they would unlock it, they already sent me an email that it was already verified and I still can't access my account or see my money. I'm really worried.

Mi cuenta la mantienen bloqueada, me dijeron que apenas se verificara mi domicilio la desbloquearían, ya me enviaron correo de que ya estaba verificado y aún no puedo ingresar a mi cuenta ni ver mi dinero. Estoy muy preocupada la verdad.

Thank you very much, Vlinee17, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you Vlinee17 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Gate 777 Casino for their help in resolving this complaint. We would like to know why is the player unable to access their account and what can we do to help resolve this issue.

Thank you!

Hello, yes, the truth is that I am still very worried since I have not received a response, my account is still blocked and I have my money there.

Hola sí, la verdad es que sigo muy preocupada ya que no he recibido respuesta, mi cuenta sigue bloqueada y tengo mi dinero ahí.

Hello,

This complaint is being handled by the relevant teams at the moment so there is really nothing useful I can say except for the fact that of course there is no issue with money disappearing. And from the limited records I can see the player has been communicated with at all times.

Am sure this issue will be resolved with a satisfactory conclusion.

Dear Vlinee17, let us know if you're in contact with the casino and if you require any further assistance.

Thank you in advance!

Hello, the last communication I have directly with the casino (by email) is on December 22. Since the last contacts I have had are with the live chat, they tell me that I must continue waiting for them to respond by email. My account is still blocked.

Hola, la última comunicación que tengo directamente con el casino (por correo) es del día 22 de diciembre. Ya que los últimos contactos que he tenido son con el chat en vivo que me dicen que debo seguir esperando que me respondan por correo. Aún se encuentra mi cuenta bloqueada.

I ask both parties to please keep me updated about any further developments. Thank you in advance!

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.

Hello,

I took a quick look and the players account was unlocked. There was a failed withdrawal and funds were returned to the account at no time did money "disappear" and from the records I do see that once again everything was communicated by the relevant departments.

We really do our best to solve issues when they do arise in a quick and timely fashion. However during peak holiday periods naturally things can take a little longer to deal with.

Thank you for the update Gate 777 Casino representative.

Dear Vlinee17, let us know if your account has been unlocked and if you require any further assistance.

Thank you in advance!

Dear Vlinee17,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.