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Good day,

I deposited an amount of €30 at Casino777.be two weeks ago.

I had never won anything there before, so I was happy to request a small win of €40 as a withdrawal.

Now here it is special: The casino only allows you to withdraw via Bank Wire, which is amazing. I have now requested a withdrawal from my bank account for the x number of times, but the system does not react at all and resets everything to zero. I've written to the casino a good half dozen times, but unfortunately I don't get any precise instructions, and a screenshot (as requested) doesn't help either. The casino can't or won't help me, so I need your help.

Guten tag,

ich habe vor zwei Wochen einen Betrag in Höhe von 30 € bei Casino777.be eingezahlt.

Ich hatte bisher noch nie dort etwas gewonnen, deshalb war ich froh einen kleinen Gewinn in Höhe von 40 € als Auszahlung zu beantragen.

Hier ist es jetzt speziell : Das Casino erlaubt dir nur eine Auszahlung über Bank Wire, was erstaunlich ist. Ich habe jetzt zum x Mal eine Auszahlung über mein Bankkonto beantragt, aber das System reagiert gar nicht und setzt alles wieder auf null. Ich habe schon ein gutes halbes Dutzend das Casino angeschrieben, ich bekomme aber leider keine genaue Anweisungen, auch ein Srceenshot ( wie verlangt ) bringt nichts ein. Das Casino kann oder will mir nicht helfen, ich bräuchte also eure Hilfe.

Dear kniwli,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I've been a member of this casino for a very long time (5 to 6 years), but have played very little there.

One reason is that I don't have access to quite a lot of slots as I can't play these slots from my home country

I've never requested a withdrawal there before, but I assume my account has been verified.

Normally, a casino always asks for this process at the beginning.

kniwli

Ich bin schon sehr lange Mitglied ( 5 bis 6 Jahre ) bei diesem Casino, habe aber dort aber sehr wenig gespielt.

Ein Grund dafür ist, dass ich keinen Zugang zu relativ vielen Slots habe, da ich diese Slots nicht aus meinem Heimatland spielen kann

Ich habe dort bisher noch nie eine Auszahlung beantragt, ich nehme aber an, dass mein Konto verifiziert wurde.

Normalerweise bittet ein Casino ja immer um diesen Vorgang am Anfang.

kniwli

Thank you very much, kniwli, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello,

thank you for your support

kniwli

Hallo,

ich danke für ihre Unterstützung,

kniwli

Hello, kniwli,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Casino777 (BE)'s representative to join this conversation and participate in the resolution of this complaint.

Dear Casino777 Team,

Could you please look at the player's account and provide us with an explanation? What is the problem? Has the player completed the verification in the past? What needs to be done on the player's side for a successful withdrawal?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

Casino777.be replied, You have updated my account, it should work now.

I thank Casino Guru for the effort and wish you a nice weekend.

kniwli

Hallo,

das Casino777.be hat mit geantwortet, Sie haben mein Konto aktualisiert, das müsste jetzt klappen.

Ich danke Casino Guru für die Mühe und wünsche ein schönes Wochenende.

kniwli

hi again,

the problem is solved, thanks to Casino Guru for the help, but I regret that as a player I went weeks without an answer ( just a look at my account from the casino would have sufficed ).

Hi nochmals,

das Problem ist gelöst, ich danke Casino Guru für die Hilfe, ich bedauere aber, dass ich als Spieler wochenlang ohne eine Antwort ( nur ein Blick auf mein Konto seitens des Casinos hätte genügt ) geblieben bin.

What great news!

Thank you, kniwli, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad it has been resolved. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, 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.

Best regards,

Branislav, Casino.guru