Gate 777 Casino - Player's withdrawal is delayed due to verification issues.

Hello, it has been 6 days since I've been trying to verify my account to make a withdrawal. I sent 03 of my bank statements with my name and address. All from Itaú bank from which I downloaded them. I also sent my internet bill from September 2024. They say nothing is clear and every day they tell me to send documents and wait 24 hours. It's already obvious that they are stalling me. Never in my entire life has it been so difficult to verify an account for withdrawal. I feel robbed, I deposited everything correctly, and when I try to withdraw

Dear pedroshd,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please clarify if the casino approved any of your documents?
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Dear pedroshd,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.