777Bay Casino - Player's withdrawal request is delayed.

Hello.

I am writing to express my deep frustration and disappointment regarding the unresolved matter concerning my withdrawal request at casino.

My experience has been extremely unsatisfying, and I feel compelled to bring this to your attention in the hope of a swift resolution.

In August, I played at 777bay casino, and after making my first deposit, I unfortunately lost.

However, luck was on my side with the second deposit, resulting in a winning of 2600 euros.

Subsequently, I made a withdrawal request of 650 euros and promptly submitted all the requested verification documents.

To my dismay, after a week, I was informed that further checks were required with the game provider. I was told that this inquiry can take UP TO 1 MONTH.

Unfortunately, it has now been FOUR months since that communication, and despite my regular follow-ups via

emails to finance@777bay.com, there has been no progress on my withdrawal, and my emails are no longer receiving responses.

I kindly request an investigation into the status of my withdrawal and a prompt resolution

to this matter. I appreciate your urgent attention to this issue and look forward to a swift resolution.

Thank you in advanced

Nikolai

Dear nikowein1980,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with 777Bay Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm you passed the full KYC verification?

Could you please advise what types of games did you play? Was it slots, live casino games, or did you participate in sports betting?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello.

Yes I passed full verification, I sent all requested documents.

I played only slots.

"Have you accumulated your winnings with or without an active bonus?" - the answer in No.

Thank you very much, nikowein1980, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.

OK. Thank you.

Hello nikowein1980,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite 777Bay Casino to join the conversation and participate in the resolution of this complaint.

Dear 777Bay Casino,

Can you please provide an update on the status of the payment?

Thank you.

Kind regards,

Tomas

Casino.Guru

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. Do they keep ignoring us?

Dear nikowein1980,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Curacao Antillephone Gaming Authority (certria@gaminglicences.com and/or complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas

Casino.Guru