Gate 777 Casino - Player’s account has been blocked.

Everything was fine until I requested the refund I do not have several associated accounts and they told me that in 24 hours they deposited the money, at all times I said that I was from Argentina and I presented my documentation to verify my identity and from one moment to another they blocked my account and they asked me again for documentation and I sent it, but they lied to me

Hello Ggrchedman,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that you didn't pass the verification? Could you please clarify how the casino lied to you?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru, or alternatively, post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello, Kristina, they have already contacted me, I am waiting for the money earned to be refunded, maybe I will hurry to publish my problem ...

Kristina I sent you a message to the email that you sent me here

Do I understand correctly that your account is still blocked? For how long has it been going on, please?

Exactly 2 days ago, and now they tell me that the payment was not processed to my skrill account, and that I have to give bank details, 5 days of all this will pass

And they do not want to pay me the money that I have earned, I have photos, captures, and mail that they were lying to me at all times and I have already sent it to them kristina

Have you already provided the required bank details?

No, because I had a problem with my bank and I had to report my bank account for fraud, and that is why they do not let me pass information until it is resolved, and I justify it with documentation a form from the bank that I made regarding that. I asked for the withdrawal with a verified skrill account, and so and everything has been going on for almost 10 days that I have no solution

Thank you very much Ggrchedman for your reply. I will now transfer your complaint to my colleague Viliam 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.

Hello Ggrchedman,

I looked at your complaint and will do my best to help you. I would like to invite Gate 777 Casino into this conversation. Casino, can you please specify why did you block the player’s account?

And I have been waiting for 10 days for them to give me the money earned in the account, it is 70,000 pesos, and still no one gives me an answer about it, they only tell me that I have to wait for an answer by mail, nothing more. they have waiting like this

Hey Ggrchedman,

Sorry to hear about this issue and inconvenience  I just read everything here and will be taking care of it.

Will keep you updated.

Thanks!

Hello gate 777 casino,

I write every day by live chat, they were always kind and I will not deny it, but their lack of response overshadows all that, exactly 10 days ago I requested a withdrawal, to my skrill account and gave reasons and passed verified and analyzed documentation for you, but to this day I am still waiting for an answer, there is no criterion to solve my case and neither focus, they always answer me the same and that makes me more and more obfuscated by the lack of attention and response, since I present everything in time and in shape and I was always respectful and understanding, but we got to the point that this was over time, I hope they solve my problem and give me the money that I have in my account

Atte. ggarchedman

Romani f *****

Hello Kristina, I'm still waiting for the casino to contact me, and from what I see they have no interest in doing so, they haven't paid me the money and they haven't told me anything, keep waiting would no longer be an option

Dear Ggrchedman,

Kristina is no longer part of this complaint, it's just you, me and Casino. Unfortunately, we have no choice and we must wait for the Casino's explanation.

Thank you for understanding.

We would like to ask the Gate 777 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’.

Hello, they asked me again for my bank details, I passed the data to gate777 but from my bank I was able to communicate via phone, and they told me that I can not receive the money in my bank account from abroad since what would be a game of chance could not receive it because they do not issue receipts, and if they sent it to me they would reject it, and I had to pay for the money to be rejected about 50 dollars, and the money would never arrive, the bank did not send me proof of what was said Since it was by phone and since the money was not sent yet they only gave me a phone number and an email to communicate but I do not have proof of the casino that indicates the amount of the withdrawal and where it comes from, so at all times request the I withdraw money to a skrill account, but the casino rejects the withdrawal for no reason, I do not understand another way to withdraw my money

They are regulations of the central bank of the Argentine Republic and that is not my responsibility

I do not think that the gate 777 casino responds to this complaint as they are doing everything possible to make time pass and my money is devalued

Hi Ggrchedman, 

Thank you for your review. 

Kindly note that you would be required to follow the Complaints and Disputes Process, as outlined in clause 21 of our terms and conditions https://www.gate777.com/terms?scrollTo=complaintsanddisputes. We can confirm that we have escalated this matter to the Complaints Team who will be assisting you further in this respect.

@Villiam, we are unable to provide further commentary on the matter due to GDPR constraints, as we are sure you can appreciate.

Following the outcome of the internal dispute; in the event that the customer remains dissatisfied with the resolve, he is welcome to reach out to the ADR’s as outlined in clause 21 of our terms and conditions.

Kind Regards

Gate777

I have been claiming for 1 month and they have not given me an answer, nor the money that I earn in good law, I told them that since you did not give me a solution and did not take charge of the problem, I was going to look for another solution of how to obtain what is mine gate 777 casino, it is very easy to say that you have to follow a process when you make use of that process towards the client in a disinterested way, and that as time passes, one does not care and said money is devalued, it is very easy, I am going to continue claiming by the means that I believe appropriate until they give me what is mine, I complied with everything to the strict table, and send the requested documentation at all times in a timely manner, and true, you did not comply yet .... thank you

Well I want to advise that gate 777 has already paid me the prize money and the problem has been solved, thank you very much for the help and I am sorry to have had to make this complaint, a thousand thanks and a thousand apologies

Dear Ggrchedman,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. 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, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru