Win777.us Casino - Player's withdrawal denied and winnings not granted.

3-15-24 @ 2:07a.m. there is $500.47 in my account and according to the gameplay records I ceased playing until 3-16-24 @ 8:57p.m. (Well over the 24 hour wait time excuse they're trying to use). Again, from the gameplay records, my request for withdrawal of $100 was made @ 12:57p.m. on 3-16-24, customer support continually tells me that my balance at the time of resuming gameplay was $400.47 (which would mean the $100 for withdrawal was removed from the $500.47 in my account), but instead of telling me where the $100 is, they keep saying I played it because the $400.47 was lost. Does that even make sense? So, what did I just magically play with $100 that wasn't in my account? Worst part is they keep talking about the $400.47 that was lost and won't tell me where the $100 is or why my withdrawal was declined for insufficient funds when they already took the money out of my account for it! They basically stole the $100 from me and aren't even smart enough to hide it and I have all the proof, now including the support team confirming the dates, times, and amounts that I already had in my screenshots! Also, I've had 2 platforms not give me the winnings I earned! One was the V-blink platform where I contacted support multiple times about not receiving my winnings from free spins, which was $10, the other was from Gameroom Online (also contacted support multiple times, to be told that everything looks good on their end and there's nothing they can do) where I spun into free spins and the site stopped working and when I refreshed the page (after waiting 20 minutes), my free spins were not given to me!

Dear biggotit7,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Win777.us Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• Could you please share screenshots of your withdrawal requests as they appear in the transaction history?

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,

Tomas

Yes, I can send everything to your email. I tried posting the screenshots and emails yesterday but for some reason they wouldn't upload when I made the complaint. It might've been because they are png format. If there's still an issue after I send them I will convert everything when I get home from work later. Also, I will send screenshots of messages from support who denied me the right to speak with a supervisor and brushed me off as if my issue didn't matter! And I just received an email with them blatantly lying about my balance at the time of withdrawal! And please excuse my language, but it took me almost a week to receive funds that I was waiting on, which weren't even showing on the block explorer until I raised a big enough issue for the company to try and cover their tracks, I haven't received any of the winnings that were taken from me due to problems with their site, and continually receiving no help from support, so I was pissed off!

I went over the correspondence with the casino.

Has the casino provided you with the record of your game history from March as you repeatedly requested?

I believe it would be a crucial piece of evidence bringing clarity to the issue.

No, they haven't! Everytime I ask, I'm told I will be contacted via email, and each email just repeats what the last one said. They would try and tell me about it, but won't give me the game history at all. I've stopped speaking to them about it and reached out to make complaints everywhere I can, because I continuously get the same response!

Thank you very much, biggotit7, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Thanks! So, as of now, I still haven't heard anything about my winnings and even decided to test the website out and see if there were any changes made, to no avail! As we speak, one of my former issues has happened again, where the page is frozen in the middle of a spin and my winnings aren't awarded to me! This time I was able to get a screen recording of it and the page has been frozen since 3:27p.m. it's now 3:35p.m. If I was to refresh the page, I won't be awarded anything! I also, have a screenshot of my internet service provider flagging one of the platforms as malware and blocking me from using it as well!

Hello biggotit7,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Win777.us Casino representative to join this conversation and participate in resolving this complaint.

Dear Win777.us Casino,

Could you comment on this?

Thank you in advance for providing the information.

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.

Thanks Stefan! I just chalked it up as a site full of scammers. Even after providing screenshots and recordings, they still find a way to act like they're not in the wrong. What lets me know how shady they are is the fact that there isn't any gameplay history provided, even after I've asked them to provide it multiple times to prove my case, which I know to be true. No matter how much proof I've provided, they expect me to take the word of their email support team, who literally repeats the exact messages as their chat support, word for word! As for the recent situation, I know the exact amount I had in my account and even though the winnings were small, they tried telling me that they were awarded to me, but my screen recordings and pictures show the exact opposite! I won't play here at all anymore, especially with my malware blockers and internet provider blocking majority of the platforms they have listed, and for everyone's safety I hope this can provide insight on what's really going on with this "casino" if that's what you want to call it! I'm going to flag this casino on every forum I can and let players know about their illegal and malicious ways!

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,

Stefan, Casino.Guru