Gate 777 Casino - Player’s withdrawal has been delayed.

Good morning,

Since 08/18 I made a withdrawal of 1000 PEN from my GATE 777 account and to date I have no solution, I sent my account statements, I sent the bank's message and nobody gives me any solution and the company keeps telling me that I keep communicating with my bank and nobody gives me a solution.

Dear Carlos,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Please allow me to ask you a few questions, so I can understand the whole situation completely. Which payment method you have opted for to withdraw your winnings? Could you confirm that your account has been verified successfully?

Do I understand it correctly that your withdrawal has been processed by the casino but the funds didn’t reach your bank account yet?

I understand that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

Hello Petronela,

First of all thanks for your attention below the answers:

1. What payment method have you chosen to withdraw your winnings?

I got the option that they would pay to the number of my card (not the account number) but to the number of the card that appears in the plastic with which one makes deposits of balance to play.

2. Could you confirm that your account has been successfully verified?

Confirmed by the same casino page.

3. Do I understand correctly that the casino processed your withdrawal, but the funds have not yet reached your bank account?

They are not yet effective to my account even though the time they indicate has passed.

Once again, thank you for your attention.

Slds

Charles ***

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

I am very sorry to hear about your problem.

I would like to invite Gate 777 Casino to join this conversation and give us an explanation of why Carlos' s withdrawal has been delayed.

Good afternoon,

Being September 14 to date I have not received my payment, likewise, I contacted my bank and told me that no payment had been made.

Carlos Gxxx

Hello Carlos, 

Thank you for your review and we are sorry to hear about your experience.

We have reached out to our Complaints Team to investigate this matter for you and they, in turn, will revert back to you directly with a full resolve to your inquiry.

Furthermore, we note that you do have the option to reach out to our complaints team directly by emailing complaints@gate777.com for further assistance in this regard.

We trust that a timely resolution to your dispute will be met.

Kind regards

Gate777 Casino

Lords Gate777,

Have I been referred with "support", then with "account" and now with "complaints"? I do not understand how many more areas I have to refer to to have my money, your answer is not part of a solution for me, I need a concrete solution and with the date when I will have my money in my account, I do not need an answer that it is still being evaluated 22 days have passed since the request and it cannot be possible that it will not be solved until today.

It should be noted that I send to "account" and "support" the formal response of my bank that the transaction numbers that they gave me have not been carried out, much less operated for the payment of 1000 PEN.

Carlos G.

Hello Carlos, 

We are sorry to hear about your experience and note that per our previous response, the Complaints Team have reached out to you directly via email.

Pursuant to their review, we note that It has been confirmed that the funds were indeed successfully processed on 22 August 2020 and that the funds have since successfully left our account. Our Complaints Team have advised that they reached out to you directly and provided the relevant ARN number which serves as proof of the successful transaction.

In the event that you have still not received the said funds, please contact your bank with the proof of payment you have been supplied with and they in turn would be able to do a track and trace using the relevant information in order to further assist you in that regard.

Should you have any further questions/ concerns in this respect please do feel free to respond to the email you were sent from this team.

Trusting this provides some clarity on the matter.

Regards

Gate777 Casino

Dear Carlos,

we ask you for the confirmation once you receive the funds, so we can hopefully close this case soon as resolved.

Dear Carlos,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.