Casino777 ES - Player’s withdrawal has been delayed.

Well, I won 89000 e in a slot machine on January 6 and they tell me as of today that it is not yet processed that since it is a high amount, the transfer takes longer, I do not know if they tell me the truth if not, they have temporarily blocked my account They tell me, I'm 65 years old and I'm on my nerves

Dear Wiki2310,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. A successful withdrawal request does not guarantee a withdrawal will be sent immediately. You may be requested to verify your personal/payment details and your recent gameplay may also undergo a routine gameplay check before any withdrawal is processed and sent to you.

It’s quite usual for withdrawal, 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.

I would recommend that you wait for at least one more week. If there is no development within this time frame, please let us know and we will intervene.

Thank you for your understanding.

Best regards,

Kristina

Okay, they have me nervous, I'll wait to see this week if I don't let you know, thank you

But why does it take so long ???

But why do they take so long?

Wiki2310, please understand you are trying to withdraw a huge amount of money. The casino needs to investigate if these funds have been accumulated fairly and then process the payment. It takes time to complete such a process, therefore I kindly ask you to be patient and wait for the casino to finish the investigation and do what they need to do.

Thank you for understanding.

But how long do they take

But why do they block the account and how long does it take thanks

Hello, Friday I do more than two weeks and without

news??? How long do I have to wait???

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please confirm that you passed the KYC verification? Also, would you be so kind and indicate whether you have made any successful withdrawals before?

The kyc verification I do not know what it is I passed the verification I have been with this Casino for 2 years but I have never had any luck I have not withdrawn anything it is the first time. I sent the DNI my account card and even the income statement

Thank you very much Wiki2310 for your cooperation so far. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

thank you hopefully

Hello Wiki2310,

I will take care of the complaint from now on. I will try to contact the casino representative and ask about your issues with the blocked account and the withdrawal.

Thank you very much Tomás I send you two screenshots of what they told me yesterday thanks to see if this is solved

I have been since January 6 and they always tell me the same thing that it will be approved but to be patient. They block my account for no reason and they only give me that explanation to see if you can help me. tidy up the life I have left a little I've earned it I've been lucky and that's it

Thomas, do we know anything?

Have you talked to the Casino Tomas???

Dear Wiki2310,

I apologize for the late reply. I managed to contact the casino. I will provide more information shortly. Please stay patient.

What did they say???

If I'm nervous, excuse me, Tomas

Hello Wiki2310,

the casino wouldn't give us a clear explanation of your situation. We are trying to learn more on your behalf. Also, the casino representative informed us that they will inform you about your situation this week. If you receive any information please, let us know here. Anything relevant about your case you can send on my email tomas@casino.guru

But I don't understand what you're telling me, I've earned that by depositing my money and I want it, what? What have they told you?

But you take that situation, I just want the money to come in, I don't really understand it

We are on Thursday and there is no news to the contrary now they do not answer the emails I have to send you whatsapp I attach a photo of the whatsapp. I do not know why this Casino with that reputation is doing this, the truth is that I am very disappointed and I will do everything possible so that Give me my money. If I have to go to magazines or television, I'll do it for sure. Because I earned that money with my deposit. And I was always lucky. We can't lose.

Dear wiki2310,

thank you for keeping us updated.

Please understand that we require more information from the casino. Opening new complaints on Casino.Guru related to this issue will not help you speed up the process.

We all understand that it's a lot of money and as you can imagine, the casino needs only slightly more time. Please, be patient and share with us what they will tell you.

They tell me that I have deposited in the name of another person, we are crazy. I already knew that they do so much money for not paying, but this does not stay so you can give me an email to report

I have been depositing legally I need help please they do not want to pay me

Tomas and I sent you an email with all the information

Hello wiki2310,

Thanks for your email.

For deposits and withdrawals, you should only use payment methods held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations.

I have a few questions for you.

1. Could you please confirm that you deposited in the casino with a payment method that is in your name?
2. Do your casino account details match with the documents you provided for verification to the casino?

Thank you!

If I made my payment with paysafecard or another method but it is in my name

I verified the bank account and my DNI and they are exact

I have not deposited with any money from anyone

Hello wiki2310,

To proceed with this case we will require you to provide us with proof you are the owner of the deposit methods used and that your casino details match with your identification documents. Please send me the documents at my email address (tomas@casino.guru)

And

And

then I send them to you

Hello wiki2310,

Thanks for your emails. We would like to now ask 777.es casino team for an explanation why they claim wiki2310 used a payment method that doesn't belong to the player.

Thanks

Dear wiki2310,

We contacted the casino. They said only there was a problem with the deposit method you used, they didn't give us any specifics. We wish to continue to help you resolve the case and I send you an email on how to proceed further. Your cooperation is appreciated.

Okay great

You have sent me an email but you tell me something about a document and you have not sent me anything to print I do not have any attached document

Dear wiki2310, I apologize for the late reply. I resent you the email with the document attached.

I'll send it to you tomorrow thanks Tomás to see if this is solved

I have sent it to you

Hello, do we know anything?

Hello wiki2310,

I've contacted you via mail on Friday. Please provide us with a signed copy of the document we requested from you. Much appreciated.

I already sent it

I'll send it to you again now if it doesn't arrive let me know thanks tomas

I have already sent it to you, let's see why they have no intention of paying and I want my money, often a casino of thieves, my God

Casino scoundrel do not play I tell you from experience

Hello Wiki2310,

I apologize for the late reply.

The casino has informed me that they are unable to provide any further information to third parties regarding this complaint.

As I informed you earlier via email, We suggest you file a claim with the Spanish regulator https://www.ordenacionjuego.es/es/reclamaciones Let us know about your decision. I wish I could be of more help.

I don't know how to do it the truth you take

Hello wiki2310,

The instructions are clearly outlined on their website. You can file the claim via an online form or via a paper letter.

Unfortunately, I cannot file the claim for you. You will have to do it yourself.

After you file the claim with the regulator, please let us know. Much appreciated!

Hello wiki2310,

Has there been any progress? Have you filed a claim with the regulator? Please, let us know. Much appreciated!

Dear wiki2310,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I don't know how to do it, you take it, I give it up for lost now

Dear wiki2310,

I urge you to file the claim with the Spanish regulator if you have the wish to resolve the issue and if you believe you legitimately won in the casino.

The process can be initiated only by you, we cannot interfere in it. I believe they have many professionals that will help you if you have any questions or concerns regarding the claim. Be sure to start the process as soon as possible by emailing them.

Describe your problem to them in as much detail as possible and include all the communication from the casino. Include all steps you took up to this point including what documents you used to complete the verification of your identity and payment methods used. Follow and include as much information required by the regulator as they describe on their website https://www.ordenacionjuego.es/es/reclamaciones

I wish you luck and please let me know at my email address tomas@casino.guru about any progress you make.

Dear wiki2310,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at tomas@casino.guru

On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases 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.

Best regards,

Tomas

I didn't do anything, I didn't know how to do that and I don't have money for lawyers

Dear wiki2310,

Thanks for your reply.

Since you haven't contacted the regulator of the casino as we recommended, our options to help you were exhausted.

Not following our recommendation in this case unfortunately means, we are forced to close the complaint as rejected.

Thank you for your understanding.

Please do not hesitate to contact us if you run into issues with any online casino in the future.