77Spins Casino - Player's winnings have been confiscated.

5 days ago i submitted withdraw request,i received email regarding kyc,i upload my id card and bill in website but they rejecting my bill as proof of address,then i reupload bank statement and ITR but same they rejecting my all proof i contact via chat and they make excuses that they generated report regarding my issue but nothing happens..

no email received after today i saw that they cancelled my withdraw request and cancelled my all winning

so i request casino guru to take legal action against this site,this is fraud site

Dear Rudra2310,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 77Spins Casino.

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

Could you please advise if the casino gave a justification for why they confiscated your winnings?

Is there any communication between you and the casino you might share with us regarding the issue? My email is 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

Sir no justification give by support agent he always make excuses of reporting issue ; i also sent my proof of address to agent and ask what wrong in document he did't give any information and make excuse of report my issue after block account i ask why it happen it did't give any reason and tell "i don't know anything decision is taken by team"

so i request u to take immediate action in casino

I send u proof in email check

any update?

Thanks for your patience.

After the casino live chat acknowledged there might have been a mistake, has the casino contacted you regarding the verification of your documents? Were your winnings credited back to your account?

Please let me know.

Not yet sir they are still making excuses of report generation and they waiting for there area incharge

Thank you very much, Rudra2310, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Thanks

?

Hello, Rudra2310,

I am sorry to hear about your unpleasant experience, and I apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 77Spins Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear 77Spins Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and access the disputed winnings?

If the winnings have been confiscated and we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello Rudra2310,

We apologize for any frustration you've encountered while dealing with your withdrawal request at 77Spins Casino. We take your concerns seriously and would like to address them.

Upon reviewing your situation, we noticed that there were discrepancies in the documents provided for the KYC verification process. This process is vital to maintain security and fairness across our platform. Unfortunately, the documents you submitted did not meet the required criteria, which led to delays and concerns about their authenticity.

As per our Terms and Conditions (T&C) section 13.8, it is crucial that all documents submitted are genuine and accurate. We are committed to ensuring the integrity of our platform and upholding the highest standards of compliance. Regrettably, due to the inconsistencies found, your withdrawal request was canceled, and associated winnings were revoked.

We understand this might be disappointing, but our actions are guided by the need to maintain transparency and fairness for all players. If you believe there has been a misunderstanding or if you possess valid documents that address the issues raised, please contact our support team to discuss this further.

We appreciate your feedback and regret any inconvenience you've faced. Should you have any additional questions or require assistance, our customer support team is available to help.

Best regards,

Tony Suarez

Customer Support Manager

77Spins Casino

Hello Casino Guru Team,

I hope this message finds you well. I recently received a response from the 77Spins Casino representative regarding my withdrawal request, and I must express my disappointment with their explanation.

The statement provided by the casino representative claims that my withdrawal request was canceled due to discrepancies in the documents I submitted for KYC verification. I want to assert that the documents I provided were indeed genuine and accurate. I understand the importance of the KYC process in maintaining platform security and fairness, and I took great care to ensure compliance.

In light of this, I kindly request that the CasinoGuru Team assist me in cross-checking the documents I submitted for verification. I am confident that a thorough review will reveal the authenticity and accuracy of the documents in question. I am more than willing to provide the necessary documentation once again for your verification process.

I appreciate your commitment to ensuring the best possible experience for players, and I believe that a fair and transparent resolution can be achieved with your assistance.

Thank you for your understanding and support. I look forward to your response.

Best regards,

Rudra J*****l

Dear Tony and 77Spins Casino,

Thank you for your explanation.

Could you please provide me with more details regarding the given documents and discrepancies, as well as the information on what criteria were not met? Can you please show me examples with an explanation?

Would the casino be able and willing to offer the player a chance to send/upload the documents again, and provide him with clear and exact instructions on what needs to be done to complete the KYC?

If it suits you better, do not hesitate to reply to my email highlighted below.

Dear Rudra2310,

In the meantime, while we will wait for the casino's response and further details, allow me to ask you a few questions.

Can you please share with me all the documents you provided to the casino? How did you provide them to the casino? Did you upload it to your casino account, or did you send them to the casino's customer support by email?

If it was done by email, and I can see you use Gmail, could you forward me your emails with documents sent to the casino as follows:

• Log into your Gmail account using one of the well-known and common internet browsers on a PC, find all the emails with documents in question, click the right mouse button on each email, and choose the option "Forward As Attachment"

Feel free to use my email (branislav.b@casino.guru).

Looking forward to hearing from you.

sure i am sending all my document sir

Hope you're well. To proceed with the KYC verification, kindly send the documents via our live chat to our support team. They'll guide you through the process and provide any necessary instructions. Thank you for your cooperation.

How may time i send documents Anyway i am sending it again in live chat verify it and refund my winning

any update?

any update sir

Dear Rudra2310,

Thank you for your emails.

Basically, you are the one who should update us. You should have contacted the casino's live chat and uploaded your documents there. Is there any progress? What information have you received?

Can you please send me the last communication between you and the live chat representative regarding your KYC?

Also, could you send me all the documents that you provided to the casino before, but as original photos/files attached to an email? (Not in the email body)

Dear Tony and 77Spins Casino,

I am afraid some of my questions have not been answered.

"Could you please provide me with more details regarding the given documents and discrepancies, as well as the information on what criteria were not met? Can you please show me examples with an explanation?"

Feel free to use my email mentioned above.

Can you please check this and find out from the casino if the player re-verification was successful or not, or if it happened at all?

Hi Branislav,

A special team along with an automatic system provides the document verification, they check the authenticity of the documents.

As you know, all documents have unique security features such as holograms, watermarks, etc.

In this way, the system can recognize if something is wrong with this particular document.

User feedback is invaluable to us, driving continuous improvement in our services. Please share any suggestions you have on how we can better assist users. Your input shapes our efforts, ensuring positive and productive interactions. Thank you for your engagement and support.

Thanks,

Tony

Dear 77Spins Casino team,

Thank you for the additional explanation.

Unfortunately, you provided us only with general information without any details. It is clear that there is a system that is able to detect if something is wrong. However, it is not clear what exactly was wrong in this particular case and with the provided documents, and how the system can recognize anything wrong from photos.

Can you please confirm that the player shared only photos of his documents with the casino? Does the casino use any application or software to detect such things?

What exact document is problematic and why? What requirements were not met? What should be done on the player's side to pass the KYC, please?

You recommended the player send his documents via live chat to the casino's support team, which should have guided him through the process and provided any necessary instructions. As we can see, it looks like it was done, documents were provided, but the player was not given any further instructions or details.

As was mentioned before, feel free to use my email to share the necessary information with us (branislav.b@casino.guru).

Dear Rudra2310,

Thank you for your emails and the provided photos/documents.

Do I understand correctly that you sent to the casino customer support the same documents as before?

If yes, are you please aware that it does not make sense to provide the casino with the same documents since they were already rejected before? Do you have an option to provide the casino with new documents (apart from the photos of your national ID)?

I found the information that it is possible to generate an energy bill on the Internet according to the IVRS number. Why didn't you send the original .pdf document to the casino instead of printing it and taking a photo of it? The same question is appropriate also for your bank statement - why did you send a photo of it instead of sending the original generated and downloaded document? (It could raise a suspicion that it was edited)

As for the discrepancies, I can see the address is not completely the same on all of the documents. Can you please explain it?

To be honest, I cannot see the complete address of residence in the screenshot of your personal information (in the casino account profile) because it is incomplete there. Therefore, it is not possible to compare it with the address on your documents. The casino should see it, but it is not possible for me from the screenshot.

In addition, it is industry standard that documents have to be completely visible in the photos, with all their corners and edges. I noticed that one of your documents (energy bill) does not meet this requirement.

However, since we have no option to verify the authenticity of the documents and the casino has not provided us with any additional details, provided that you insist your documents are really genuine and accurate, are you please able to submit a complaint to the casino's ADR or directly to MGA, which have better options to investigate the matter?

It is possible to find more in the casino's Terms and Conditions - HERE, section 26.

Dear Rudra2310,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Thanks sir for response

First thing I uploaded my national I'd Adhar and pan card only

Second thing about address proof -

First I uploaded the bill pdf on website they rejected instantly after discuss with customer support they suggest me to submit it in physical form where 4 corners must be visible

And u asked that my address not completely same as documents the reason is I applied to current my address in bill last month Since the landmark IDBI has shifted to another place so I need to change it.

3rd

U asked why I send same documents again, the reason is as customer care suggest me to send it again to email because system rejecting my documents

4th

I am sending u full profile screenshot in mail

Dear 77Spins Casino team,

It has been already more than a month since you were asked to provide us with the evidence and details, but we have basically been stuck at the same point since then, because of your generic and unclear replies.

Apart from the stated, not all given questions have been answered so far. Therefore, can you please go through the thread, especially from the moment you were invited to it, check all the questions directed to you, and provide us with all the requested data and/or information?

Please note we cannot move anywhere without the details/possible evidence from the casino, and if the casino is not able to cooperate with us in resolving the matter, we will be forced to close the complaint as unresolved, which will influence the casino rating on casino.guru, while the complainant will be advised to submit a complaint to ADR or MGA directly.

Thank you for understanding. Looking forward to hearing from you with the requested details and evidence.

Dear @Branislav,

Kindly share your email address with us so that we can furnish you with detailed information. Given the confidential nature of the contents, we believe it's best to communicate this information privately.

Thank you.

Why is 77 Spin Casino not providing me with a reason for blocking my account despite my multiple requests

i also what to know reason

Dear @Branislav,

This Ripper 77spin Casino just wasting your time,why they not telling me reason of blocking my account directly after mail, After your many calls they not responded and in last they wakeup after your last warning.so i request you to take action on this matter ASAP and resolve case

Dear 77Spins Casino team,

Please, use my email address mentioned several times earlier in this thread (branislav.b@casino.guru).

Looking forward to hearing from you.

Dear @Branislav,

any update sir

Not yet, Rudra2310.

I am still waiting for the email and details from the casino.

Once the casino provides the requested information, I will inform you.

Email Sent from our payments department.

@Branislav check

@Branislav ,Sir still waiting for your reply

still waiting

Greetings all,

I am sorry for the delay. Please note this is not a live chat support, and it usually takes some time until we reply.

There are many open cases, so this is far from the only one we are dealing with.

Dear 77Spins Casino team,

Thank you for your email and the further details.

Unfortunately, although we moved somewhere, the situation is not much clearer than before.

I attempted to explain our attitude and point of view outside of the thread. Could you please look at my last email regarding the issue and provide me with the requested information and explanation?

For now, it seems like we are not on the same page.

Looking forward to hearing from you.

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.

Hello,

Just to tell you we are on this and the department in charge will reach out soon.

Thanks for everything.

Dear @Branislav,

they are just fooling us, same answer they giving after my kyc docs upload and now they not telling u exact reason of cancel my winning so i want to tell u to take final decision on this case or 77 spin refund my winning

@Branislav Any update from 77spin?

I am sorry for the delay, Rudra2310.

I replied to the casino's email recently, and I am currently waiting for their response and further details and/or evidence confirming their claims and decision.

Unfortunately, I do not have permission to share any details with you, and I would like to ask you for more patience and understanding. I will inform you once I have any news or updates.

In the meantime, can you please provide me with the information on whether it would be an option for you to submit a complaint to the gaming authority or ADR if we get stuck at the same point?

Dear 77Spins Casino Team,

Thank you for your email and additional information. Could you please check my last response via email, and provide me with the requested further details/evidence?

Looking forward to hearing from you.

We truly regret the hiccup with the document verification—it's not the norm around here. We understand it might have been frustrating. We’d love a chance to fix things up. If you could send your documents over once more, we’ll make sure to expedite your withdrawal and toss in a special token of appreciation for the trouble.

We’re keen on making things right and keeping our rapport upbeat and hassle-free.

Looking forward to sorting this out together!

Tony

where i need to send it?

Dear 77Spins Casino Team,

Thank you very much for your response and helpfulness in this matter.

To simplify the process and to avoid any unnecessary delays, could you please provide the player with the following:

• What particular documents or types of documents and in what form/format should he provide to pass the KYC
• Specific conditions that the provided documents should meet if there are any
• Where to send the documents (email address)

Looking forward to hearing from you.

@77spins please reply

Hi Everybody,

He should send the front and back of the government-issued photo ID document to kyc@77spins.com. 

The document should be readable, with all four angles visible, valid, and not edited.

Thanks,

Dear Rudra2310,

Please let us know once it is done. I recommend you take a new photo of the document in question.

Looking forward to hearing from you.

@Branislav i take new pic of my documents and sent again

statement also attached

@77Spins  please check

Hello,

The Winning has been restored and the user can now successfully log in and request a withdrawal.

Let me know if there's anything else we can do.

Best,

Tony

Thank you both for the updates.

Dear Rudra2310,

Can you please confirm that your account and the disputed winnings have been successfully restored?

Was your issue solved, and can we consider the matter closed?

In case you requested a withdrawal, and it is still pending, would you like me to wait until it is completely processed and the payment credited to your payment method?

yes @Branislav finally i got my withdraw thanks to casino guru and 77 spin

one last thing

Dear @77spin Casino Customer Support,

I hope this message finds you well. I would like to express my appreciation for your prompt resolution of my recent withdrawal request. I'm glad to receive my winnings.

I would also like to kindly remind you of your previous commitment to provide a special token of appreciation for the inconvenience I experienced during this process. I would greatly appreciate it if you could fulfill this promise by providing the special token.

.

Best regards,

Rud** J******

Happy to help!

Thanks @CasinoGuru for being so helpful during this mediation!

Best,

Tony,

Casino Manager

Thank you, Rudra2310, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds.

However, I am afraid we are not able to help you with any additional special token of appreciation promised by the casino. Basically, your disputed funds were paid out, so the casino fulfilled all the obligations toward you. It is only up to the casino if it provides you something on top of what you were entitled to, or if it lets you continue playing there at all. Therefore, we consider the case or its main problem resolved.

As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, 77Spins Casino, for your help and cooperation.

Best regards,

Branislav, Casino.guru