777Crypto Casino - Player's remaining winnings are delayed.

In September, I won 41 LTC, passed verification, and they paid me 11 LTC. The remaining 29 LTC have not been paid, even though it has already been 3 months. The last response from them was in the middle of November, after which they have been silent. I have filed a complaint on a different site, but to no avail. I kindly request your assistance.

Dear dmitry87,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 777Crypto Casino.

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

• Did you achieve your winnings with the help of bonuses? 
• Did the casino offer any explanation as to why your payout was reduced?
• How much was your last deposit in the casino?
• If there is any correspondence between you and the casino please forward it to my email at tomas@casino.guru

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

Best regards,

Tomas

Hi Thomas , my deposit, I played with a bonus, after I won, I wanted to receive the winnings, they requested verification, verified for a long time, after I passed the 1st, 2nd stage of verification, they paid me 11.6 LTC, then there was a promise that when I will pass stage 3, they will pay me the rest, 29.66 LTC. When I went through stage 3, and my account was verified, they promised to pay within 48-72 hours, this all happened in the month of October, then they wrote that they were checking the rates, the last answer was November 18, that my question was in process , there is no further response from them. I have had a complaint open since October, on the latest casino bonus website, the complaint is constantly being extended, but no one is giving me an answer, I will send you photos of the correspondence in private messages.

Я отправил фотографии, вам на почту,

19.11.2023 , последнее сообщение от казино.

We are resolving issue with the bonus engine which have occured and revalidating all of the bet slip payouts so the staff has been busy. I believe it’s your account up to check next. If all good payout will be paid fully if there some issues a recalculation will be made. I believe it was okay with your account but I will get confirmation this week. We are very sorry for. this delay.

I registered, made a deposit, and took a crypto bonus, opened the bonus, there were 41 LTC left on the account, they forced me to go through verification, although initially it was not required, it took a long time to verify my passport, I have it in RF, all the data is in Russian, and they needed it in English, but then they accepted it and paid 11.6 LTC, the rest was said to be paid after I passed the 3rd stage of verification, I had to confirm the address, always in English, I sent them a bank statement, where my residential address is written, on In English, they first accepted it, and then they said that it didn’t suit them, and asked for a utility bill in English, but I live in Russia, and the bills come in Russian, I had to go and order a translation of the receipt, paying $15 , then, another week has passed, they wrote that verification has been completed, wait 48-72 hours, and the payment will arrive to you, after the time has expired, they wrote that they have problems with money, the crypto currency has fallen in price, and it is not profitable for them should I pay, this all happened in October, then after another 2 weeks, they again ask for a selfie with a passport, and also a piece of paper with hieroglyphs that I have to send to them, I sent it, a week later they write that they didn’t receive anything, they sent it again, they said they received it , are considering, last response 11/19/2023, after that they ignore me, remain silent.

More than 3 months have passed, a very very long time.☹️

18.11.2023 они вычли 1.8LTC

138338 2023-11-18 14:06:22 transactions.type.BONUS_CORRECTION Payments – Усп -1.85745655 -1.84023259

The complaint on another site has been extended again.Before adjusting the bonus, they wrote that they had some problems with the bonus engine, then I saw that 1.8LTC was withheld from me

138338 2023-11-18 14:06:22 транзакции.тип.BONUS_CORRECTION Платежи – Усп -1.85745655 -1.84023259.

When I won 41LTC, 09/21/2023, I put 11.60LTC on withdrawal.just test it as they bring it out , quickly or not.

I could have put all 41 LTC on withdrawal, but I decided to try to withdraw part of the winnings first, to check how quickly all this would happen.

A few days later, I received the first part of the winnings, then I wanted to get the remaining funds to withdraw 2 payments for 10LTC, 19.66LTC.

The casino assured me that as soon as I pass the 3rd stage of verification, they will give me the rest of the winnings, 29.66LTC

I passed the 3rd stage, they said they would pay within 48-72 hours.

Then they started telling me that they had no liquidity, and that it was not profitable for them to sell BTC to pay me my winnings, but promised that as soon as the markets recovered, I would be paid😂

As a result, they did not pay, but said that they had to check the bets in the slots, although a few days before they said that the bets in the slots were made correctly.

After a couple more weeks, they requested again, a selfie with a passport, and a piece of paper with hieroglyphs

My account has already been verified, a few weeks ago.why they needed a passport and a piece of paper with hieroglyphs again, they did not explain to me.

Then they said that they had problems with the bonus engine, and they were checking the bets. Then they adjust the balance of 1.8LTC, without explaining anything, and then they stop responding at all.☹️

Thank you very much, dmitry87, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

🙏

Hi dmitry87,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask 777Crypto Casino to join this conversation and share more information regarding the case.

Can you please explain the player's situation from your point of view? What is the status of the payment?

Thank you.

Best regards,

Tomas

Casino.Guru

Hi Tomas, maybe they will answer you at least something, they ignore me

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.

🤔🤔🤔😞

Dear dmitry87,

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.

There is one more possible way you can try to get your winnings back - to file a complaint with the gaming authority the casino is regulated by - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) and use a "Contact" button or by sending your complaint to info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed.

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

Best regards,

Tomas

Casino.Guru