Sector 777 Casino - Player's withdrawal is delayed.

Still waiting for a payout from this casino as well as 2 of its sister casinos. Originally requested withdrawals back in mid-November. Around December 15, the withdrawals were cancelled because KYC was needed(it was already done before as this casino had previously paid me). Re-requested withdrawals on 12/26 and they are still pending(today is 1/12).

Same issues with HeapsOWins and A Big Candy Casino. Waiting for withdrawals on all of them, and all the customer service reps are saying the same exact thing. See my complaints for both HeapsOWins and A Big Candy Casino. All of these casinos are owned by VIP Wins/VIP Gaming.

Dear Corona42,

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. Have you made any successful withdrawals before? Could you please post a screenshot of your withdrawal history here in this thread?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

i used a bonus but the playthrough was completed and the balance was knocked down to the max cash out on the coupon. This is my withdrawal history prior to this request.

Thank you very much for your reply, Corona42. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I attached an exchange

Thank you very much, Corona42, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Corona42,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Sector 777 Casino,

Could you possibly provide additional information regarding the delayed payment and clarify the situation?

Thank you in advance.

Respectfully,

Michal

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal, Casino.Guru

We’ve reopened this complaint at the request of Corona42. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Corona42,

I have been informed by the casino that the casino's relevant department requires you to send your payment details. Once the information is received, the payment process can be finalized. Please get in touch with the casino's support team either via live chat or email and let us know when you do so. We look forward to hearing from you.

I did that already. 3 times.

Thank you for the information. I will find out what's the situation on the casino's side and I will keep you posted here.

Dear Corona42,

I am in contact with the casino representative, but I need more time to investigate. Currently, I am waiting for an answer from the casino, that's why I am setting another timer.

Any update on this?

Dear Corona42,

The casino still did not answer, but since I already got an answer from them previously, I am hoping they will answer this time as well. I will let you know as soon as I get a reply.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal V, Casino.Guru