777onfire Casino - Player's winnings and deposit have been delayed.

Hi,

Could you please help me out at this situation, I created an account and made few deposits and won 600$ CAD (No Bonus) , A withdrawal request was made and the next day and withdrawal requested was cancelled stating that Canada are not allowed to play in the casino and their accounts should be disabled as applied in the rules of the license.

I looked at their terms and condition before creating this account and it was never mentioned about this condition. ( I have a screenshot )

Long story short, and after been dealing with emails back and forth , I was told that your deposits of 250 CAD will be refunded, and the withdrawal of your winnings won't be possible.

I used an E-Transfer Interact as a deposit method but they refused to use the same method to refund me back they recommended a wire transfer through the bank, supplied all banking details and still the funds have not been received yet.

Note: Not sure why their system would let me open and account and get a surprise afterwards. This is not fair.

I have been dealing with them since 02/26/2024 and nothing happens.

Thanks

Hello elhaddadel,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 777Onfire Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when did you register into the casino? Did you ever use a VPN to access the casino website? When should be the deposit refunded? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

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Hi Nick,

Thank you for looking into this situation.

The account was created on 02/24/2024 and I don’t have a VPN .

last time I spoke with Sophie via emails it was 03/20/2024 and I was told the fund should reach your bank account within 10 business days but nothing yet.

Thanks

Dear eelhadda,

Thank you for reaching out and for your patience as we address the concerns regarding your account and withdrawal. We sincerely apologize for any confusion and inconvenience you have experienced during this process. Please be assured, that we are committed to resolving this matter to your satisfaction as quickly as possible.

We understand that there has been a significant delay in the processing of your refund, and we regret any stress this has caused.

We acknowledge your comments regarding the terms and conditions not clearly stating the restriction for Canadian players at the time of your registration. This was an unfortunate oversight, and we have since taken steps to update our terms to prevent future misunderstandings.

Regarding the refund of your deposits, we have confirmed that the transfer was initiated on 20/03, and it was expected to reach your account within 10 business days. We understand this has not yet occurred, and we are actively working with our bank to track the status of the transaction to ensure it is processed as soon as possible. We appreciate the banking details you have provided and are using them to expedite the refund.

We have escalated this issue within our finance department and are monitoring it closely to ensure that your funds are returned promptly. We expect an update from our bank shortly and will keep you informed of any progress.

Please continue to communicate with us directly through your preferred contact method. Sofie from our support team is overseeing your case, and you can reach her directly at sofiel@777onfire.com for updates or any further assistance you may require.

We are determined to rectify this situation and restore your trust in our casino. Your experience is not reflective of the high standards we set for our customer service, and we are taking every necessary step to ensure this does not happen again.

Thank you once again for your patience and understanding as we work to resolve this issue. We look forward to confirming the successful transfer of your funds shortly.

Warm regards,

777onfire

Hi,

From 03/20 as mentioned above till now 04/15 this is almost a month, if the transfer was done it would reach the account.

As of today there is nothing received.

Banking details for 2 different banks have been supplied from day one.

Dear 777Onfire Casino,

Is there any way to provide an evidence that the money has been transferred on your side?

Dear Nick,

Thank you for reaching out to us with your query. We understand the importance of ensuring that the funds are handled securely and transparently.

We can confirm that the transfer of the funds has indeed been initiated from our side. To provide you with evidence of this transaction, we have prepared a transaction receipt that details the date, amount, and destination account of the funds transferred.

Please find attached the document that confirms the transaction was processed on 20-03-2024. This document serves as proof that we have fulfilled our part in ensuring the transfer of the funds.

We appreciate your patience and trust in this matter, and we are committed to ensuring it is resolved to your satisfaction.

Warm regards,

777onfire

Hi,

Thank you for your reply but as of today the amount has not been received yet. It has been over a month and still nothing has been received.

Also looking at the statement details: sender information this is not my email address psp_team@softswiss.com

Hello elhaddadel,

Can you please forward the transaction history from the payment provider the refund was sent to? It should contain all the transaction since 20.3.2024. Please forward it to nikolas.b@casino.guru.

Hi Nick,

My bank statement for the month of March has been sent by email as requested and the amount of 250$ is not there.

Thanks

Hello elhaddadel,

As withdrawals take up to 14 days, the payment might not have hit your account in March so please forward the statement for April as well.

Thank you in advance.

Hi Nick,

April statement has been sent to your email as requested and the amount of 250 $ is not there.

Thanks

Hello elhaddadel,

Based on the statement forwarded, there is one visible income of 250CAD into your account on 22th of April - can you please advise if it's from the casino and if not, what exactly is it?