Home Complaints 777 Casino - Player’s account has been taken over by a different person.

Amount: €50

777 Casino - Player’s account has been taken over by a different person.

777 Casino
8.2/10 Very Good reputation
Submitted: 29 Mar 2020 | Unresolved : 14 May 2020
Our verdict

Waiting for decission of regulator

UNRESOLVED

Case summary

366 days ago - 14 May 2020

The player from Germany has deposited funds into his account only to realize that the account belongs to a different player.

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Hello. A few weeks ago I logged into this casino with the account information that I use in many casinos. I paid 2 times 25 euros with paysafe. Then I noticed that greeting the player with real names is completely different from mine. Now I thought, okay I'll have a look if I have an account at all and then found out that I blocked myself once. And now apparently who else has taken over my account data viola1911 including password. I always thought that such data can no longer be taken over, because a blocked player has this data. So now this user has my 50 euros in the account and I can not do anything. Nobody can be reached by phone and there is no automatic response via email. Have tried it for 3 times

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Dear Patrick,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance, but, before we do that, please could you forward us any relevant communication between you and the casino from the period when your account has been opened for the first time, before you blocked it? I’m looking for a supporting evidence that this account has been opened by you, under your name and your email address. I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

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Of course I can do it as soon as I hear something, but nothing happens

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Dear Patrick,

Please send me any relevant communication between you and the casino from the period when your account has been opened for the first time.

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So I had an account there a long time ago, and at some point I probably had it blocked. I mostly do when I see that nothing works there. But as I said, I no longer knew that I would be blocked there, and like many other casinos, I also logged in with the access data Viola 1911 and the password (which I use at many casinos), after which I made two deposits from 25 euros paysafe, I noticed that the greeting was a completely different name than mine and I noticed that the net was not my account, so I thought that I might not have an account at all, But when registering, my email address was recognized and I was told that my account was blocked due to a self-exclusion. I then tried to call, but nobody answered. I wrote email, and I got the answer in a few days I wrote again and got no answer

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Thank you very much Patrick for your quick reply. I will transfer now your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

 

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Hi Patrick, 

Have you received any reply from the casino regarding the issue? Could you please forward it to me (peter.m@casino.guru)? That would be very helpful. 

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No, unfortunately not, nobody contacted me - it's like talking to a wall - nothing comes

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OK Patrick, 

This is a curious situation. What is the probability that somebody would use the same login and password to register in the casino? I will contact the casino and see what the issue is.

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I really have no idea how high the probability is - sad rather the fact that no one reports is correct

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Hey Paclmaya,

How are you? Hope you are well and healthy in this crazy times!


First I wish to say that we do not transfer accounts.

Don't mater if it's open, blocked, closed, banned... It does not matter.


Second once an account is blocked (as you said you asked for self exclusion) no one can deposit to that account.

So your complaint is very strange and the possibility of that happening is not really an option.

Nevertheless we need to check it.

 

Please send an email to our support and CC this email - manager@777.com.

Please provide your user name, email address (if you can both your active one and the email registered in the account), dates for the deposits, amounts and the deposit info (ID).


We hope that this matter will be resolved soon.
 

 

And as always thank you Casino.Guru for your help!

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Thank you 777 Casino Team for the reply. Patrick, please keep me updated on the progress. 

 

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So I sent the codes of the 2 paysafe deposits to the casino. I'm curious to see what comes out now

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OK, please let me know as soon as there is news. 

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No response yet. So if that's the service from the casino, then you've lost anyway

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Hey,

 

We can confirm we did not receive any email from this player.

No email from user name - Viola1911.

 

Casino Guru - Please ask the player to contact support via the registered email address in the account as well as forward any previous communications.

If he is using a new email address please post it here.

 

Thank you,

777 support

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Hi Patrick, 

What email address have you used?

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Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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So I just want to make it clear that I sent 2 paysafe on this email what 777casino posted to them. Even with the codes it should actually be clear that I was online and paid. And the casino should be able to determine that

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Dear 777 support,

Has there been any progress?

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Yes. The player has been contacted and this issue is being handled.


Casino.guru please note that the details the player sent you are not correct.


Further more we will no longer reply to this complaint.

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Such bullshit. Did I send you the codes from both paysafecards or not? To the manager@777.com address. But no matter you have enriched with my 50 euros. It is okay, so I will not recommend this casino or use one of their casinos. I still want to thank casino gurus for helping out. I hope everyone stays healthy and will continue to work for customers. Sincerely yours

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And with that, the topic is done for me too. I don't want advertisements, promotions from 777casino or its sister casinos.

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Hello Patrick, I chatted with a casino rep by Skype. I asked them for any sort of evidence to support their claims, but they refused to provide it. As a last resort, you could contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint there. It's a good license, so they may be helpful. Please let me know if you need help with filling the form.

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Honestly, is such a behavior normal for a casino? Don't be angry, I even posted the codes I used from the paysafecard - and you should see something like that if you paid with paysafecard or not? I am not concerned with the 50 euros - but you always demand fair play from the players - where is the fair play at the casinos? And because of m, alta gaming - I really check the net there, my english is unfortunately not the best - so I don't really know what I have to do there.

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Hi Patrick,

It's a shame we didn't find a solution with the help of the casino. It is very simple to have google translate the website to German, what browser do you use?

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goggle chrome


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Lol sry Google chrome

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Hi Patrick. Alright, so open the link (https://www.mga.org.mt/support/online-gaming-support/). Then right click on the page should show you the option "translate to German". If it shows other language, no problem, click on it anyway. In the right corner of the address bar you will see language settings where you can change the language to German. file

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Hi Patrick,

I will transfer now your complaint to my supervisor Matej who will be at your assistance. 

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Hello Patrick.


Your case is very specific because after casino did some investigation, they warn us that what you wrote here is not entirely the truth. They wrote it also here 27 APR 2020. We, of course, asked for details, but they were unable to give us the proofs because this case is in under specific conditions. 


They probably believe that you committed some kind of fraud, and because of this, they cannot disclose any information until your case would be investigated appropriately. 


What Peter suggest you is a correct way how to approach in this situation. After submitting a complaint at MGA, they will need to communicate with the regulator which has much more options then we in this situation. Then we will see what the regulator decide. I am very sorry, but we can't help you in this situation, and also we can't blame the casino. (big corporation must strictly stick with the rules) There are some specific situations when 3rd party mediator can't do anything, and we need to wait on regulator decision.


We will set your complaint to the unique classification - "Waiting for regulator's decision" when we get info from you or the casino with the official answer, we will confirm it and then close the complaint accordingly.


I am very sorry for the complications - I hope all will be all right.

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I like to say it again - they did a lot for me - more than I expected, I want to thank everyone here. Some gentlemen from Askgamblers could cut off a slice, thanks again and I wish them all good health - that everyone is doing well

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