The player from Germany had requested a withdrawal of 727 Euros two weeks prior, but the funds were returned to her account without explanation. She was unable to contact customer service due to incorrect email information and was frustrated with the prolonged withdrawal process. The Complaints Team noted the casino's No Reaction Policy regarding numerous complaints and, despite attempts to mediate, the issue remained unresolved. The player was advised to avoid the casino due to its poor handling of customer issues.
Chilli777 Casino - Player's withdrawal has been delayed and funds returned.
Black points: 84
Amount: €727
Chilli777 Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
1 week ago
Public
Public
2 weeks ago
Translation
On October 9th, I made a withdrawal of 727 Euros, and today, the money was returned to my gaming account without knowing why. I contacted customer service, and they said the withdrawal takes 7-21 business days. Today, I tried to make the withdrawal again, but I can no longer contact customer service, and my emails are bouncing back because the email address is incorrect. I don't understand why the withdrawal is taking so long. It's not bonus money; the money is won and belongs to me. Perhaps you can help.
Best regards,
Automatic translation:
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2 weeks ago
Dear sgiuseppina,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, I’d like to emphasize that we received many complaints about delayed withdrawals from Chilli777 Casino. Regardless of many submitted cases, the casino decided to have a No Reaction Policy approach to all our attempts to negotiate any kind of issues.
I can only imagine how frustrating it must be waiting for your money and not having any feedback about when you’ll receive it and I also genuinely hope that your winnings will be sent to you eventually.
Could you please forward a screenshot of your withdrawal request to petronela.k@casino.guru?
Thank you in advance for your cooperation and reply.
Best regards,
Petronela
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1 week ago
Translation
I still don't have the money and when I write in the live chat it says 7-21 working days processing time, so from 9.10 I have to say.
Mfg
Santoro
Automatic translation:
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1 week ago
Dear sgiuseppina,
Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, it seems to be a common practice of Chilli777 Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from this casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
