Casino777 ES - Player's withdrawal has been delayed.

Hello. I'm writing to complain that 777 Casino refuses to process a withdrawal of €408. They have contacted me several times asking about an old card that was blocked due to loss. I explained to them that after using several cards on the account, all registered up to the date of my last deposit (which was through Bizum) are no longer active. I requested that they remove these cards to avoid complications since I no longer use them. I provided them with the Bizum payment statement and account certificate for the withdrawal. All this documentation pertains to the last used account with which I deposited €100 and won €408. I want to withdraw this money via bank transfer, but they keep giving me the runaround with messages. The money is on hold since it's marked as pending and is also not in my balance. I have sent them a final message requesting the transfer, and if I don't get a response, I will report them.

Dear opvmonte,

Thank you very much for submitting your 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. Casinos have the right to verify all previously used payment methods.

When trying to verify cards that have been lost or destroyed, we recommend players provide a written confirmation from the issuing bank.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Please clarify. Before making the bizum deposit with which the requested amount has been won, I have passed the account verification. A verification that was already done in 2020 when I opened the account, but that after a period of exclusion they asked me to do again and that I did on November 1 before depositing and playing again and winning that money. Prior to this date, I used cards with which payments and withdrawals are recorded (that is, the documentation was already provided, hence the withdrawals will be processed in due time).

Curiously, that same day, November 1, I made the deposit, but through bizum. That is, I did not use any old card that could be registered in the casino. Having said that, I provided the certificate of payment through bizum with my phone number registered on the website and the certificate of the account where the payment was charged. It is the same account to which I requested the current withdrawal that is being claimed. The casino decided to change the withdrawal method, from transfer to card. And it did so to a card that is obviously no longer operational, as I have told them. I explain this to them and tell them by email to correct this error and make the withdrawal to the account for which documentation is provided. I repeat, the account with which the last deposit is made, and with which the amount of money from the withdrawal is won. No old registered card was used to win that withdrawal.

Please note that the incident has already been clarified with 777 casino. They gave me the solution and executed the withdrawal by transfer as requested. I already have the money in the account. Therefore, the case has been resolved. Thank you.

Dear opvmonte,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru