Gate 777 Casino - Player's withdrawal has been delayed due to incorrect account details.

Good day, I'm a player from Peru, username Kamarok14. On August 9th, GATE777 Casino accepted my withdrawal of 2000 soles, which required a manual operation where I provided my account details. It has been more than 10 days and I have still not received my money. They sent me an email saying that the money has been deposited but when I contacted my bank, Banco del Credito del Peru, they informed me that no deposit has been made. I need this issue resolved, all my details have been validated and I hope you can assist me. They sent me a receipt indicating that the deposit has been made but the account number listed isn't mine. I have attached all the relevant documents.

Dear Juanreinoso14,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise which payment method you have opted for to deposit funds into your account? Was this your first withdrawal request in this casino? Are there any bank details saved in your casino account?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Good day to indicate, it is my first withdrawal of 2000 pen, at first I could not make the withdrawal myself because my bank here in South America BCP does not have an IBAN so they asked me for the corresponding account information so they could make the withdrawal by my, so on August 8, 2023 I sent them the correct information and on August 9 they accepted my withdrawal request which they indicated to wait a maximum of 10 business days, after 10 days I made the query and they told me that they made the transfer On the 11th they show me a receipt where the account number they created is not the one I sent, which I made the claim and now they tell me that I must wait 10 more days for the team to evaluate it, which I think is a long time already passed almost a month and nothing, I hope you can help me

Thank you very much, Juanreinoso14, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you Juanreinoso14 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Gate 777 Casino for their help in resolving this complaint. We would like to know what happened to this withdrawal and if we can do anything to help resolve this issue.

Thank you!

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.

Dear Juanreinoso14, I was in contact with a casino representative a was told that the reprocessing request was handled on the 16th and you were notified.  It can however take up to 8 days before the money arrives in their bank depending on the processor used. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Thank you in advance!

Good afternoon, as I made the withdrawal request for the second time, I gave you the correct information again. I hope this time you are not wrong because almost a month and a half has passed. I will wait that long. Let's see if the money arrives and I will confirm.

Good day to inform you that the deposit of the 2000 soles has already been made, they only deposited 1539, I imagine it is due to the commissions, but I have already received the payment, thank you very much for your help, you are satisfied.

Dear Juanreinoso14,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter