The player from Germany faced issues with a pending withdrawal of 2850€, having submitted over 15 documents without approval. Despite numerous attempts to contact support via email and live chat, he received no response and could not understand why his documents were being rejected. The Complaints Team extended the response time by 7 days to facilitate communication; however, as the player did not respond to inquiries, the complaint was rejected.
777onfire Casino - Player's withdrawal is delayed due to problems with verification.
Amount: €2,850
777onfire Casino
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6.7
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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1 month ago
Translation
I am usually a big fan of Hollycorn N.V. providers, but so far, I have only had negative experiences here.
I have been waiting for days for a response via email since my withdrawal of 2850€ is not being approved. The live support seems non-existent; I have tried contacting them at different times daily. (See attachment). I have uploaded over 15 documents. Since I do this almost daily, I know exactly which documents are required. Normally, this is not a problem, but apparently, it is here, as the time discrepancies on the documents are not being considered. I can't explain it any other way. I have uploaded an invoice for each deposit, which gets rejected.
Since I can't reach anyone through either chat or email, I have no choice but to file a complaint here.
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1 month ago
Dear MrPuffmuffin,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Could you please provide the exact date when you started attempting to verify your account?
Have any of your documents been approved by the casino?
Do I understand correctly that there is a problem with the verification of your proofs of deposits? Could you please explain this problem in more detail?
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
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1 month ago
Translation
- On 09/22/24 I started uploading the documents.
- The majority of the documents were approved.
- Both invoices for the two deposits were rejected. They would not be the correct ones. However, they are exactly the two. Only the time is different due to the time difference.
What concerns me most is the lack of communication. No live support, no email. Nothing.
Even if documents are rejected, I don't get an email. I have to go to the site dozens of times a day to see if anything has changed.
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1 month ago
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I still haven't received a response. I sent emails every day. No response.
Whether my account is verified or not. When the payout will be processed or anything else. No communication. Really sad.
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1 month ago
Thank you for your reply.
Could you please provide a more detailed explanation as to why your proofs of deposits have not been accepted by the casino during the verification process? Please forward me the communication between you and the casino regarding the discrepancies between these documents and the deposits you made at veronika.l@casino.guru.
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1 month ago
Translation
As I have explained several times, there has been almost no communication so far. That is exactly my problem. There is no live support and you don't get a response by email.
However, I received an email reply yesterday for the first time saying that my account had been verified. However, the payment was repeatedly cancelled. I was told to make a new payment. Now it could take days before anything happens. I feel like I'm being kept waiting. I've only received one reply to 8 emails after over a week.
I also don't understand why the withdrawal was cancelled when my account was verified. Everything seems extremely strange to me. I assume that the withdrawal will be rejected again without any explanation.
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1 month ago
Thank you for keeping me updated. Has your payment been canceled even after all your identity documents have been approved and verified by the casino? Are there any pending withdrawal requests in your account right now? If so, when exactly did you request the most recent withdrawal?
