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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

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?

Hi Nick,

This transaction is from Gigadat , it is basically an E-transfer from a different merchant that has nothing to do with it.

INTERAC E-TRANSFER RECEIVE Gigadat Inc

The 250 from 777on fire casino supposed to be a wire transfer through the bank that was never received.

Thanks

Hello elhaddadel,

Are you sure that you have forwarded the correct bank statement? Based on the screenshot provided by the casino, the money has been refunded to a completely different account number. Please check the screenshot and let us know.

Hi,

The correct bank statements have been sent by email as requested previously.

Email sent: May 08 2024 April statement account ending 2414

Email sent: April 30 2024 March statement account ending 2414

Dear 777onfire Casino,

Can you please advise the money was sent out to the correct bank account? Did the player manually enter the details or it was automatically sent out?

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.

Sounds good !

Dear elhaddadel,

Thank you for your inquiry regarding the transfer of your funds.

We would like to confirm that the withdrawal was processed and sent directly to the bank account details that you provided us. We take great care to ensure that all transactions are carried out accurately, relying on the information our customers submit to us.

For your assurance and records, we have documented evidence, including a screenshot, which clearly shows that the transaction was completed using the exact details you entered. This serves as confirmation that the funds were sent to the bank account you specified.

If you require this screenshot for your records or any further verification, please let us know, and we would be happy to provide it to you. Additionally, if there is any discrepancy or further clarification needed, we encourage you to reach out as soon as possible so we can assist you in resolving the matter quickly.

Our priority is to ensure a smooth and transparent transaction process, and we are here to support you every step of the way.

Warm regards,

777onfire

Hi,

Thank you for your reply but I disagree with your decision confirming that the funds have been transferred and received.

First of all I didn’t enter the banking details myself in any ways , the banking details were supplied by email as shown above and this is your responsibility to do the transfer accordingly. This is probably their first transaction and it didn’t go through.

Let me touch up of few things , your system should have not allowed me to create an account from day one and now after the system restricts Ontario players coming to me confirming the transfer was done and received.

I confirm that the funds have never received or probably never transferred.

Thank you

Hello elhaddadel and 777onfire Casino,

As it seems we are going in a circle regarding both statements - one is that the casino paid out the player (including relevant proof regarding the transaction) and that the player has never received his payment (also with relevant proof that the money did not arrive to his account), we will have no other option only to request the player to turn to the casino's licensing authorities (Curaçao Antillephone N.V.).

As it is impossible to determine which side is right without a deeper insight into all the details, we must insist to contact them as soon as possible.

Dear elhaddadel,

Please let me know if you need any assistance with contacting them.

Regards,

Nick

Hi Nick,

I would like to escalate this situation even further and all over the places given the fact that I never received the funds or the casino did not do a proper transfer.

Could you please send me the contact information for casino's licensing authorities (Curaçao Antillephone N.V.)

Thanks

Hello elhaddadel,

You can find the contact information on the following website: https://www.gaminglicensing.com/contacts/

Meanwhile, we will be closing the complaint as waiting for the regulator's decision. Please let me know on nikolas.b@casino.guru once the license makes a decision.

Best regards,

Nick

Dear elhaddadel,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Hi,

I already contacted them through the link provided in the previous response but they never replied back.

https://www.gaminglicensing.com/contacts/

In addition to that I never received the funds.

This casino should have not let me open an account from day one and not after making deposits and when it’s time for withdrawal they decided to say oh we don’t accept Ontario players.

Thanks

Dear Elhaddadel,

Could you kindly forward any communication between yourself and the regulator as proof that you have contacted them to nikolas.b@casino.guru?

I look forward to your response.

Best regards,

Nick

Hi,

I copied the url and opened a new browser, it opens their contact form , form has been filled and submitted back in June and they never responded.

it appears to be going around the same circle , just close the complaint please.

Thanks for your help!

We are now closing this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.