Canada777 Casino - Player's account is stuck in verification loop.

Good evening. I played at Canada 777 Casino for bonus spins. it turns out that I won 100 USD and they immediately gave me account verification. so. I can't not log in to my profile and play. I'm going through verification and they have an error. they can't do anything, supposedly they are being verified not through the casino but through a verification partner. I turned to Aslan in the chat, he asked me to throw my passport and bank statement into the chat and said that they would do everything manually in 8 hours. the result is what..... firstly, after 2 days nothing has changed, I also can't withdraw my winnings and I also can't do anything. it's not enough that they also removed the live chat from my profile and I can't contact them. Please help me

Hello sus4567,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Canada777 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

I submitted verification two days ago. I can’t see what data. because due to the fact that they sent me a verification, nothing is available there. even the profile section. and we communicated from what I asked. You can have a passport verification, I was told that yes. that other players did not have problems like me.

The operator and I scanned the passport in different ways and nothing worked. Then another chat employee joined in, his name was Alan. he asked to send a bank statement and passport information to his chat. and said that in 8 hours everything will be ready and the profile will update itself. We've been here for 3 days and nothing has changed. They cut off the chat in the casino. but the promised verification never happened. It turns out I just stupidly sent them my data. I'm talking about the Russian passport

Do you know what they did? Now I can’t log into my account at the casino. It says that they do not have such an account. Great isn't it? Please sort this out

Hello sus4567,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru?

WHAT MESSAGE? THEY CLOSED THE CHAT FROM ME AND IT IS NOT AVAILABLE AT ALL. HOW WILL I TAKE CORRESPONDENCE FROM HIM IF HE IS NOT HERE. HOW DO YOU GENERALLY HELP? HAVE YOU BEEN SILENT FOR SO MUCH TIME TO WRITE THIS? VIF THE WORST SPECIALIST

Hello sus4567,

The timer on the top of the page indicates the remaining time to respond either for us, you or the casino. Also I stated above, verification takes up to 14 days, which ends basically today so any earlier reply would be unreasonable.

If the chat was closed, you were supposed to contact the casino via e-mail - that's what I requested from you to forward as I expected that if the chat does not reply, you will contact the support by mail.

Can you please advise what is the current verification status now as the recommended time frame has passed?

Hello, I can’t log into my account either.

Thank you sus4567 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, sus4567,

I am sorry for the delay (vacation/days off, out of the office). I will further assist you with your complaint.

From Monday, I will be fully available in the office. I will go through the case and inform you how we will proceed.

Thank you for your patience and understanding.

Alright, sus4567. Now let's ask the casino for the details. In the meantime, while we will wait for the casino's response, please, send me a link to the casino website. I would like to make sure you submitted the complaint to the correct casino.

Dear Canada777 Casino team,

Could you please provide us with an explanation of the player's situation in more detail and help us to solve his problem? What should the user do to complete the verification and/or withdraw the disputed winnings?

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear sus4567,

I managed to connect with the casino. I asked the casino for additional details and evidence. However, in the meantime, while I will wait for their further response, based on the gathered information, I have a few questions for you.

You mentioned that your disputed winnings were accumulated from a bonus - what exact bonus are we talking about? Was it a deposit bonus or a no-deposit bonus? Can you please send me a link to the bonus offer in question or a screenshot of its specific rules?

If your winnings were accumulated from a no-deposit bonus - did you make any deposit to your disputed casino account in the past? Did you play with more than one no-deposit bonus in a row without making a deposit? What was the activity on your account before you won from the bonus in question?

There is also another account that was registered (or that accessed the casino website) using the same device/internet connection (IP) as your disputed account. This linked account was registered with the same email address as you filled out here, on casino.guru as your contact email address, during the registration of your account. Can you please somehow rationally explain this coincidence and what was the reason for having more than 1 account at the casino? Was any bonus used on another account? If so, what exact bonuses were used on another linked account? Did you use the same bonus(es) on both accounts?

The casino claims that there is no option to restrict live chat with players and that the accounts remain active. Can you try to log into your accounts and confirm that? Is your balance still available in your disputed account?

I can't log into my casino account. It's like I was blocked

Dear sus4567,

I have been provided with further details and evidence supporting the casino's claims and decision. Now it is clear why you avoided answering most of the questions in my previous post.

After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and bonus abuse (no-deposit bonuses). It is prohibited to use more than 1 bonus per user. The disputed winnings were accumulated with a no-deposit bonus that was used on another linked account, and thus are considered invalid.

As for your accounts - the one associated with the email address e******60@gmail.com should have been closed, and the one registered with the email go*******4@cmheia.com (the disputed one) should remain active, however, without the invalid winnings earned as a result of the bonus rules violation.

The casino acted correctly and in accordance with its terms and conditions.

I am sorry we were not able to help you with this one, but 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.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thanks to the Canada777 Casino Team for providing information and for their cooperation during the process.

Best regards,

Branislav, Casino.Guru