Sector 777 Casino - Player’s withdrawal is being delayed.

I won $4100 and requested withdrawal which was approved and then I was told payment was initiated on the 6/12/23 and it could take 3-7 business days before showing up in my account then day before the 7th day I get email from Dora Martin fiance team saying due to unforeseen circumstances with bank wire transfers I won't be receiving my payment til next week. Wen I ask for some sort proof for payment being made they can't give it to me. I will attach the emails I was sent from the finance team. This is so wrong for them to do this especially at this time of year being Christmas I was so happy I won coz it will help me so much with Christmas especially being a single mum and it tough times but only to find out they just scamming people and dont have any intentions in paying out your winnings don't know why they haven't been closed down before now. I'm devastated really am.

Dear nicoleanne1974,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Hi

Thank you for your reply I first requested withdrawal on the 28/11/23 so it's been a while now and I was told that payment was initiated on the 6/12/23 and to expect 3-7 business days for it to show up in my account and it hasn't and I've spoken to several people about this from the casino and was told by 3 employees that they was unaware of any unforeseen circumstances that occurred with bank wire transfer so I should receive my payment and only one staff member informed that there was unforeseen circumstances and payment would be delayed,but yet 7 days previous the same lady informed that payment was initiated 6/12/23 and I would receive it within 3-7 business days. But I haven't and if payment was initiated that date how is it possible that unforeseen circumstances occured and my payment was affected wen it had already been paid and verified that it's on way to bank account. Wat unforeseen circumstances happened to have payment not go through wen it was already cleared and on way I don't understand and it's been a while now since first requested withdrawal and no payment has arrived I don't understand how a transaction can be interpreted once it been accepted and approved. Thank you and well we will see if it shows up thank you again and I will inform you if not received by Wednesday thanks

I also asked for some sort of proof of transaction and they haven't given one for this transaction as there would be some sort of proof like receipt or a transaction number something that could provide as evidence that payment has been done but they won't send one.

Thank you very much, nicoleanne1974, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 nicoleanne1974,

I'm Michal and I have taken over your complaint. I have reviewed your case and I fully understand your frustration. Just so you know Sector 777 Casino was not very cooperative in solving player complaints with us in the past, but I will still contact the casino to see if we can help.

We would like to invite Sector 777 Casino to join the conversation.

Dear Sector 777 Casino,

Can you please provide more information on why the player has still not received their winnings when supposedly they have been processed from your side? Can you please share any proof of the transaction?

Dear nicoleanne1974,

I have received the following response from the Sector 777 Casino team:

Hi again,

As I can see, the player's funds were sent to her Bank account on 12/6/2023.

Amount Paid = AUD $4063 + $20 Service Fee Wire

The transaction IDs are #25609556 ($2,433.00), #25609583 ($1,650.00).

However, these transaction IDs may or may not be narrated on the player's bank statement. 

The payment has been successfully processed from our end, and the player should already receive these winnings. 

Have you received the payments in the meantime by any chance?

Dear nicoleanne1974,

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.

Dear nicoleanne1974,

Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru