The player from Germany had won 1500 Euros, submitted documents for verification, and requested a withdrawal but hadn't received any response from the casino's support team. The Complaints Team had advised the player that withdrawals could take up to 14 days to process due to KYC verification or a high volume of withdrawal requests. Eventually, the player confirmed that they had received their winnings and praised the casino's support team. The issue was then marked as 'resolved' by the Complaints Team.
777Onfire Casino - Player's withdrawal request has not been processed.
Amount: €1,500
777Onfire Casino
Safety Index:Fresh casinoSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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2 months ago
Translation
Hello, I joined 777one fire yesterday and I won 1500,00 Euros without a bonus. I have uploaded all the documents for verification and requested a withdrawal. I have received absolutely no response from support, apparently, the agents are currently unavailable and it has been this way since yesterday morning! I have sent multiple messages and received no replies! I think it's an absolute outrage, I have never experienced anything like this in any other casino!!
Automatic translation:
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2 months ago
Dear mariabottoni1993,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Kristina
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2 months ago
Translation
Good day,
I was finally able to get in touch with support today. I didn't know that customer service isn't there 24/7. I was told that the verification can take 3 days as well as the payout. I'll wait and see then. Thanks for the reply.
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2 months ago
Thank you for your reply, mariabottoni1993. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
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1 month ago
Translation
Everything went great! I received my money and this casino is really great! Sophie and Kate in particular helped me a lot. Recommend the casino. The payouts take a while but everything is GREAT!
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1 month ago
Dear mariabottoni1993,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
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