On March 8, I requested a refund, I could not do it through the website, for which I had to request by email that they deliver it to me, which I have been waiting for a response from the casino to receive my money and nothing, they do not pay me, they do not They answer the emails and no one from support knows what happened to my money which is no longer in my account. I need to be paid for this, it is not a high amount but it is my money, please help? thank you

El día 08 de Marzo solicite un reintegro, no logre hacerlo por el sitio web por lo cual tuve que solicitar x email que me lo entregaran, lo cual llevo esperando una respuesta del casino para recibir mi dinero y nada, no me pagan, no me responden los emails y nadie de soporte sabe que paso con mi dinero el cual ya no esta en mi cuenta. Necesito que me paguen esto, no es un monto alto pero es mi dinero, ?ayuda por favor? gracias

Dear ClessCL,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello

2 weeks have passed since I made the request and nothing has happened, it is supposed that they escalated the case to their support but they do not answer me, I leave the capture of the transaction date, it says March 10 but I did this before that date, thank you.

Hola

Ya pasaron 2 semanas desde que hice la solicitud y no ha pasado nada, se supone que escalaron el caso a su soporte pero no me responde, les dejo la captura de la fecha de la transacción, dice 10 de marzo pero esto lo hice antes de esa fecha, gracias.

Dear ClessCL,

Have you received your withdrawal from the casino yet?

hi kristina

I have not received the money yet, I have requested information about the deposit and nothing happens

I'm still waiting.

Hola Kristina

Aun no me llega el dinero, les he solicitado información del deposito y no pasa nada

Sigo esperando.

Hello

I do not understand how this casino has a very good reputation, my payment did not arrive, the support does not respond to me and they are unable to send me a receipt or any document related to the money they supposedly sent me. Is there a way for you to contact them? I can't do it since their support works badly and they don't give answers.

Thanks for the help

Hola

No entiendo como este casino tiene reputación muy buena, mi pago no llego, del soporte no me responden y son incapaces de enviarme un comprobante o algún documento relacionado al dinero que supuestamente me enviaron. ?hay alguna forma de que uds se comuniquen con ellos? yo no puedo hacerlo ya que su soporte funciona mal y no dan respuestas.

Gracias por la ayuda

Thank you for your reply, ClessCL. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

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

Hello

my Validation by kyc is ok

I have never cashed out at this casino before

I did not play with bonuses

and as I mentioned before, it is supposed that they already sent me the money and this was more than 2 weeks ago

can you consult the casino here?

Hola

mi Validación por kyc está ok

nunca he retirado antes en este casino

no jugué con bonus

y como comenté anteriormente se supone que ya me enviaron el dinero y esto fue hace más de 2 semanas

?pueden consultar al casino aquí?

One last thing before we contact the casino - could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Thank you very much, ClessCL, for your cooperation. I will now transfer your complaint to my colleague Veronika ([email protected]) 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.  

Dear ClessCL,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I would like to ask Gate 777 Casino to join the conversation and aid in the resolution of this complaint. Could you please explain the delay in the player's payment?

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.

They still do not answer me, I sent them my bank statement with all the transactions for the month where theirs does not appear and nothing happens, they do not pay me my money and they do not want to send me proof of payment.

Siguen sin responderme, les envié mi cartola bancaria con todas las transacciones del mes donde no aparece la de ellos y no pasa nada, no me pagan mi dinero y no me quieren enviarme el comprobante de pago.

The casino has not yet replied to our requests to join the resolution of this complaint. However, we got another contact and we are trying to reach them once more. Moreover, the casino site seems to be under maintenance currently. That's why we are extending the timer by 7 days.

Dear ClessCL,

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. 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 might 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. In the meantime, I recommend you contact eCOGRA – an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Kind regards,

Veronika