Gate 777 Casino - Player’s winnings have been capped.

I received a promomail or sms on April 7. offering 70% deposit bonus plus 15 freespins with a minimum of 200NOK/20€. I deposited 500NOK/50€ and got both the deposit bonus and the free spins. There is no mention in the promomail about capping, but a reference to the ordinary t&c that cap freespin wins to 1000NOK(100€) or 500NOK(50€) depending on if the freespins are awarded in connection to a deposit (1000/100) or are nodeposit (500/50).Luck is on my side and I win about 800NOK only to see it beeing automatically capped to 50NOK.

When contacting customer chat I get the impression that it is a mistake by the casino, but unfortunately the representative of the casino had to escalate the case. At first I was getting the answer in a day, but now they have ceased to use a timeframe but only respond with the same standard mail. I find it ridiculous that a representative can't make a decision about 750NOK(75€)and see that I'm just being put on indefinite hold so that I'm going to forget all about the case altogether.

Ps: At first I was discussing with the chat representative about capping at 500NOK but I have since been made aware that capping at 500/50 was only for no deposit bonus freespins.

As claimant I want 750NOK in accordance with the terms and conditions that set the limit for capping at 1000. I received 50NOK and am owed 750NOK

Dear Erik,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward your bonus history to petronela.k@casino.guru? Please specify if those Free Spins have been issued for a specific slot machine.

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,

Petronela

Additional comments from the player:

"Please see attachment. Can't remember any restrictions on which slot it was for, but I guess there are some as usual.

Erik O***"

Thank you very much, Erik, for your email. Could you please confirm that those Free Spins have been part of the Deposit Bonus and not the Registration Free offer?

Yes, the freespins that were capped from 80 to 5€ were part of the deposit offer that was 70% and I recived the freespins at the same time as the 70%. My registration offer was used up back in july 2020.

Thank you very much, Erik, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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 Erik!

From now on, I will be taking care of your complaint. I would like to invite representatives of Gate 777 Casino into this discussion in order to explain the situation.

Hi,

thanks for bringing this up, I already forwarded this case and I am looking into it. Will get you an update as soon as I have answers. 

Dear representatives of Gate 777 Casino,

Please, let us know when there will be any updates from your end.

Hi, we took the matter to WHG and asked for an urgent response they said they will reach out directly but I will follow up myself and see how we can resolve this asap.

Hi! The case with Gate777 is resolved and I'm very happy with the result and will certainly return to play at Gate777 again.

Hello Erik!

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.