Casino777 NL - The player's withdrawal is delayed.

Several months ago I signed up at this online casino with my Revolut account, I was verified nicely and in the following months I deposited over 3700 euros in total, no luck. In September I win a nice amount with a low deposit. Now arrived at the payout I am told by customer service that paying out to a Revolut account is not possible. I was literally lied to by the customer service, I had to write in an email why I have no Dutch account and then the so-called manager would do her best for me so I would receive the money quickly, after weeks of waiting no response. Again I was lied to. From the customer service I was then suddenly told that under no circumstances could be paid to my account.

On October 19 I filed a complaint with their complaints department after talking to a lawyer. Then suddenly it was that there are problems with payouts from the provider because of Revolut's move to Lithuania, something that has been almost 2 years ago. That is different again from not being able to pay out "at all". Too bad customer service was lying I guess then. To date there is no warning anywhere that Revolut is experiencing problems with them. I have been waiting since September 28 for that payout and we are almost in December now. Every time I am told to be patient, but this is not normal anymore hence this review to warn others about the practices Casino777 pulls off.

I then started poking around and found out that on the Belgian variant there was also someone in 2019 who also already had problems with Revolut with them. And since the Dutch variant also makes the payouts through Belgium, it is too crazy for words that this still hasn't been solved in 2022 and I am the victim of this.

After waiting 2 months since the 28th of September I'm waiting for a withdrawal again, they claimed to have problems paying out to Revolut bank accounts though they verified me with it and accepted deposits from Revolut. I found a Belgian bank account I made some years ago and finally gave it to them. Even after 2 months their so called processing problem to Revolut still wasn't solved 🤔. They promised me that from the 22nd of November the money would be in my account in 1-5 days. As of the 6th of December I still don't see anything in my bank account. I contacted their CS through the phone and chat many times and they told me that everything is fine and I would receive the money soon, that's a week ago. They cut me off in the chat now and aren't as nice as before now that I told them that I'm tired of waiting. All I hear is sorry this sorry that but I don't see a swift and precise method of handling the situation. It's really tiring. They tell me that their complaints team is looking at it "again" when it's that same team that promised me after waiting for 2 months already that I would get the money more than a week ago. This is beyond ridiculous.

Hello D-Rose,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casino 777 NL. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? Why didn't you simply use a different payout method if this one did not work? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

July 2022. It's all good it isn't your fault.

They told me that I could only withdraw to a bank account, so as the Revolut problem still wasn't solved after 2 months I found an old Belgian bank account I had made a long time ago but forgot about. A few days ago they sent me an email stating that paying me out is their "highest priority" and that they really tested my patience. And that they are really sorry. Which i do not believe. From the 24th of November I was told that in a 3-5 days the money would hit the account. We are almost past another month..

Thank you D-Rose for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello D-Rose

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Casino 777 NL to join the conversation.

Dear Casino 777 NL

Can you please provide more information regarding the player's long withdrawal delay?

They already ignoring my emails from 6 days ago so we will see if they will bother to reply here. I might have to fly back to the Netherlands if this doesn't work out.

........

Dear D-Rose

I gave the casino rep a "nudge" and I'm waiting for their response regarding your complaint.

The thing is I do not believe that they wired the money. No transfer takes a month. Let's be real people.

Hello,

We would first of all like to assure you that we did indeed send the funds to the Belgian bank account provided. It is currently not clear to us what could have possibly gone wrong.

Currently we're also looking at the option to enable payment to a Revolut account. We do apologise for the delay this has caused with this particular transaction in the meantime.

We hope to resolve this case very soon, and will be in touch via email with further updates are soon as there is any news.

Again we assure you that it is a priority for us to resolve this case in as timely a manner as possible.

Best regards,

Casino777.nl

We need to check for different option which solve the problem now, not create a precedent that adds more waiting time to something which is already taking too long. I was promised that I would receive the money in 3-5 days after the 24th of November, we are almost at the end of December. I went abroad with the mindset that this money would come in as I had cash money that ran out, I needed to improvise because I didn't have my savings account on my phone. Y'all gave me a heavy brain distress.

Also what can go wrong with a transfer? I've asked the bank about incoming payments as they can track. They saw different kind of incoming payments but never the 1400 euro that Casino777 "would" send. So if all transfers come through but not the one from Casino777 that doesn't make sense.

If it was Casino777 their highest priority to solve this for once and all wire the money immediately without the 3-5 days waiting time to save face. It's ridiculously stupid that someone facing this nonsense has to wait the same days as everyone else with normal withdrawals. This isn't a normal withdrawal but one that's long overdue.

You speak as if Revolut is something from outer space, it has an European IBAN that is in the SEPA region just like the Belgian and Dutch IBANs. It also supports instant payments. A manual pay must be possible with the Revolut IBAN. "Currently we're also looking at the option to enable payment to a Revolut account. We do apologise for the delay this has caused with this particular transaction in the meantime." If this wasn't possible why let someone register with it? You also said that Casino777 is looking to enable payments to Revolut, but when I made a complaint it was said there were processing problems, now you talk about enabling the option. So that means there were never processing problems and I was again lied to. And another way to stretch this out longer just for the fun of pestering me.

You can now see why I don't trust anything y'all say right?

It's kind of weird there's always a problem when Casino777 has to pay out, first processing problems now it's the money not hitting my account as promised. I do not think you know the full meaning of the wording Highest Priority, it means that one will go beyond to solve problems. Not sit back and wait for months. You guys made your problems my problem. Imagine a place taking your money immediately but not paying you out when asking for a withdrawal making up things, finally solving, says they wired the money but it never arrives. Y'all got me irritated so bad.

Dear D-Rose

Just so you know, the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

I fully understand your frustration and I can agree with you that the whole process can be done more quickly or more user-friendly, but casinos need to follow certain regulations and processes.

With this being said, let's hope you will receive your withdrawals ASAP

The problem is solved and they are going to pay out now to my Revolut, hopefully this is the end.

That's good news, D-Rose. 

I have no doubt that Casino 777 NL shares my desire for this to be solved successfully, so please let me know once the funds hit your account.

The money has been received by me today! I'm glad this is finally solved. Sorry if I came over like a desperate but I really lost my patience. All in all Casino777 kept their word and they still got my respect for that. Thanks Michael and the Casinoguru team for solving this swiftly for me!

Have a nice day all and holidays.

Great news, D-Rose. I'm glad to hear that you successfully received your winnings 🙂

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you, and I would like to wish you all a Merry Christmas 🎅

Best regards,

Michal