777 Casino - La cuenta del jugador ha sido tomada por otra persona.

Hello. A few weeks ago I logged into this casino with the account information that I use in many casinos. I paid 2 times 25 euros with paysafe. Then I noticed that greeting the player with real names is completely different from mine. Now I thought, okay I'll have a look if I have an account at all and then found out that I blocked myself once. And now apparently who else has taken over my account data viola1911 including password. I always thought that such data can no longer be taken over, because a blocked player has this data. So now this user has my 50 euros in the account and I can not do anything. Nobody can be reached by phone and there is no automatic response via email. Have tried it for 3 times

Hallo. Habe mich vor paar Wochen in diesen casino mit den kontodaten das ich in vielen casino benutze eingeloggt. Habe 2 mal 25 Euro mit paysafe eingezahlt. Dann habe ich bemerkt, daß bei der Begrüßung des Spieler mit richtigen Namen  ein ganz anderer als meiner steht. Jetzt dachte ich, okay ich schau mal ob ich überhaupt ein Konto habe und habe dann festgestellt das ich mich einmal selbst gesperrt habe. Und jetzt hat anscheinend wer andere meine accountdaten viola1911 samt passwort übernommen. Ich dachte immer das solche Daten nicht mehr übernommen werden kann, da ja ein gesperrte Spieler diese Daten hat. So jetzt hat dieser User meine 50 Euro am Konto und ich kann nix machen. Telefonisch niemand erreichbar und per Email kommt einmal eine automatische Antwort sonst gar nix. Hab es schon zum 3 mal probiert 

Dear Patrick,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance, but, before we do that, please could you forward us any relevant communication between you and the casino from the period when your account has been opened for the first time, before you blocked it? I’m looking for a supporting evidence that this account has been opened by you, under your name and your email address. I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Of course I can do it as soon as I hear something, but nothing happens

Na klar kann ich das machen sobald, ich was höre, aber da tut sich nichts

Dear Patrick,

Please send me any relevant communication between you and the casino from the period when your account has been opened for the first time.

So I had an account there a long time ago, and at some point I probably had it blocked. I mostly do when I see that nothing works there. But as I said, I no longer knew that I would be blocked there, and like many other casinos, I also logged in with the access data Viola 1911 and the password (which I use at many casinos), after which I made two deposits from 25 euros paysafe, I noticed that the greeting was a completely different name than mine and I noticed that the net was not my account, so I thought that I might not have an account at all, But when registering, my email address was recognized and I was told that my account was blocked due to a self-exclusion. I then tried to call, but nobody answered. I wrote email, and I got the answer in a few days I wrote again and got no answer

Also ich habe schon vor längerer zeit mal da ein konto gehabt,und irgendwann wahrscheinlich auch sperren lassen. MAche ich meistens wenn ich sehe das dort gar nix geht. Aber wie gesagt ich habe es nicht mehr gewusst,das ich mich dort sperren haben lassen.Und habe mich wie bei vielen anderen casinos auch  mit den zugangsdaten Viola 1911 und dem Passwort (das ich bei vielen casinos benutze eingeloggt. NAchdem ich dann 2 mal einzahlungen von je 25 euro paysafe macht habe ,habe ich bemerkt das bei der begrüssung ein ganz anderer name steht als bei meiner. Und da hab ich bemerkt das das gar net mein konto ist. Also habe ich mir gedacht das ich eventuell gar kein konto habe,aber bei der registritation wurde meine email adresse erkannt,und mir eben gesagt das mein konto aufgrund eines selbstauschlusses gesperrt sei.Ich habe dann versucht anzurufen,aber dort hebt keiner ab.Habe email geschrieben ,und ich bekam als antwort das man sich in paar tagen meldet.Habe nochmals geschrieben und keine antwort bekommen

Thank you very much Patrick for your quick reply. I will transfer now your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Patrick, 

Have you received any reply from the casino regarding the issue? Could you please forward it to me (peter.m@casino.guru)? That would be very helpful. 

No, unfortunately not, nobody contacted me - it's like talking to a wall - nothing comes

Nein leider nicht,bei mir hat sich keiner gemeldet-es ist so wie wenn man mit einer wand spricht-da kommt nix

OK Patrick, 

This is a curious situation. What is the probability that somebody would use the same login and password to register in the casino? I will contact the casino and see what the issue is.

I really have no idea how high the probability is - sad rather the fact that no one reports is correct

habe echt keine ahnung,wie hoch da die wahrscheinlichkeit ist-traurig stimmt mich eher die tatsache das sich keiner meldet

Hey Paclmaya,

How are you? Hope you are well and healthy in this crazy times!

First I wish to say that we do not transfer accounts.

Don't mater if it's open, blocked, closed, banned... It does not matter.

Second once an account is blocked (as you said you asked for self exclusion) no one can deposit to that account.

So your complaint is very strange and the possibility of that happening is not really an option.

Nevertheless we need to check it.

Please send an email to our support and CC this email - manager@777.com.

Please provide your user name, email address (if you can both your active one and the email registered in the account), dates for the deposits, amounts and the deposit info (ID).

We hope that this matter will be resolved soon.
 

And as always thank you Casino.Guru for your help!

Thank you 777 Casino Team for the reply. Patrick, please keep me updated on the progress. 

So I sent the codes of the 2 paysafe deposits to the casino. I'm curious to see what comes out now

So habe dem casino auch die Codes von den 2 paysafe Einzahlungen geschickt. Bin ja gespannt was jetzt rauskommt

OK, please let me know as soon as there is news. 

No response yet. So if that's the service from the casino, then you've lost anyway

Bis jetzt noch keine Antwort bekommen. Also wenn das des service vom Casino ist,na dann hast du sowieso verloren 

Hey,

We can confirm we did not receive any email from this player.

No email from user name - Viola1911.

Casino Guru - Please ask the player to contact support via the registered email address in the account as well as forward any previous communications.

If he is using a new email address please post it here.

Thank you,

777 support

Hi Patrick, 

What email address have you used?

So I just want to make it clear that I sent 2 paysafe on this email what 777casino posted to them. Even with the codes it should actually be clear that I was online and paid. And the casino should be able to determine that

So ich will nur klarstellen das ich auf diese Email was 777casino ihnen gepostet hat, 2 paysafe geschickt habe. Schon mit den Codes müsste eigentlich sich herausstellen das ich online war,und eingezahlt habe. Und das sollte das Casino feststellen können

Dear 777 support,

Has there been any progress?

Yes. The player has been contacted and this issue is being handled.

Casino.guru please note that the details the player sent you are not correct.

Further more we will no longer reply to this complaint.

Such bullshit. Did I send you the codes from both paysafecards or not? To the manager@777.com address. But no matter you have enriched with my 50 euros. It is okay, so I will not recommend this casino or use one of their casinos. I still want to thank casino gurus for helping out. I hope everyone stays healthy and will continue to work for customers. Sincerely yours

So ein Schwachsinn. Hab ich ihnen damals die Codes von beiden paysafecards gesendet oder nicht? An die manager@777.com Adresse. Aber egal sie haben sich mit meinen 50 euros bereichert. Ist okay, ich werde dementsprechend dieses casino nicht weiterempfehlen, oder eines ihrer casinos in Anspruch nehmen. Ich möchte mich trotzdem bei casino Gurus bedanken, das sie sich eingesetzt haben. Ich hoffe alle bleiben gesund, und setzen sich weiterhin für die Kunden ein. Mit freundlichen Grüßen

And with that, the topic is done for me too. I don't want advertisements, promotions from 777casino or its sister casinos.

Und damit is das Thema auch für mich erledigt. Ich will keine Werbung, promotions von 777casino oder ihrer Schwester casinos.

Hello Patrick, I chatted with a casino rep by Skype. I asked them for any sort of evidence to support their claims, but they refused to provide it. As a last resort, you could contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint there. It's a good license, so they may be helpful. Please let me know if you need help with filling the form.

Honestly, is such a behavior normal for a casino? Don't be angry, I even posted the codes I used from the paysafecard - and you should see something like that if you paid with paysafecard or not? I am not concerned with the 50 euros - but you always demand fair play from the players - where is the fair play at the casinos? And because of m, alta gaming - I really check the net there, my english is unfortunately not the best - so I don't really know what I have to do there.

Jetzt mal ehrlich ,ist so ein verhalten von einem casino normal? Nicht böse sein ,ich habe ja sogar die codes gepostet die ich benutzt habe von der paysafecard-und sowas müsste man ja sehen wenn mit paysafecard einbezahlt wurde oder nicht? Mir geht es nicht um die 50 euro-aber man verlangt immer fairplay von den spielern-wo bleibt das fairplay bei den casinos? Und wegen m,alta-gaming -ich check das net wirklich dort,mein englisch ist leider nicht das beste-weiss also nicht wirklich was ich da machen muss.

Hi Patrick,

It's a shame we didn't find a solution with the help of the casino. It is very simple to have google translate the website to German, what browser do you use?

goggle chrome

Lol sry Google chrome

Hi Patrick. Alright, so open the link (https://www.mga.org.mt/support/online-gaming-support/). Then right click on the page should show you the option "translate to German". If it shows other language, no problem, click on it anyway. In the right corner of the address bar you will see language settings where you can change the language to German.

Hi Patrick,

I will transfer now your complaint to my supervisor Matej who will be at your assistance. 

Hello Patrick.

Your case is very specific because after casino did some investigation, they warn us that what you wrote here is not entirely the truth. They wrote it also here 27 APR 2020. We, of course, asked for details, but they were unable to give us the proofs because this case is in under specific conditions. 

They probably believe that you committed some kind of fraud, and because of this, they cannot disclose any information until your case would be investigated appropriately. 

What Peter suggest you is a correct way how to approach in this situation. After submitting a complaint at MGA, they will need to communicate with the regulator which has much more options then we in this situation. Then we will see what the regulator decide. I am very sorry, but we can't help you in this situation, and also we can't blame the casino. (big corporation must strictly stick with the rules) There are some specific situations when 3rd party mediator can't do anything, and we need to wait on regulator decision.

We will set your complaint to the unique classification - "Waiting for regulator's decision" when we get info from you or the casino with the official answer, we will confirm it and then close the complaint accordingly.

I am very sorry for the complications - I hope all will be all right.

I like to say it again - they did a lot for me - more than I expected, I want to thank everyone here. Some gentlemen from Askgamblers could cut off a slice, thanks again and I wish them all good health - that everyone is doing well

Ich sag es gerne nocheinmal-sie haben sehr viel für mich getan-mehr als ich erwartet habe.Ich möchte mich bei allen hier bedanken. Da könnten sich einige Herren von Askgamblers eine scheibe abschneiden.Danke nochmals und ich wünsche ihnen allen viel gesundheit-dass es allen gut geht

Hello Patrick.

We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.

If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.

Thank you in advance for taking the time to reply.

Dear paclmaya,

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.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected." 

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.

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

The paclmaya wrote to us by email:

There is no new information at all, not even about the MGA - you can write to them whatever you want - you will get the normal answer, it will take a few months and that's it - nothing more. That's why for me MGA is just as much of a joke as many casinos

Do you have any confirmation from their website? Can you please reach out to them once more and inquire about the status of your initial complaint? Did you use English when writing your original complaint to the MGA?

At MGA you can only write in English - at least the complaint. But I don't know, maybe it has changed.

I took a photo of the PAysafecard to the casino and sent it to me - they say something else - don't give a damn about the 50 euros. I for one know that I didn't do anything wrong. The casino can pat themselves on the back, they don't have to file for bankruptcy now. Hope the casino survives this crisis - because 50 euros is a lot.

As I said, on the subject of MGA - I've filed away complaints a few times, because of interwetten.com and other casinos - apart from the standard answer, nothing came - until suddenly I was told, but I really don't know what it was about, that's it A few years ago - "I was supposed to contact another authority and, I did, they told me again that they weren't responsible for that or something like that. Then I contacted MGA again - and I don't think I've heard anything since then

Bei MGA kann man ja nur auf englisch schreiben-zumindest die Beschwerde. Weiss aber nicht ,vielleicht hat es sich ja geändert.

Ich habe dem casino damals die PAysafecard abgelichtet und geschickt-sie sagen was anderes-scheiss auf die 50 euro. Ich für mein wissen ,weiss dass ich nichts falsch gemacht habe. Das casino kann sich auf die Schulter klopfen,sie müssen jetzt keine Insolvenz beantragen . Hoffe ,Casino übersteht diese Krise -weil 50 euro ja sehr viel sind.

Wie gesagt,zum thema MGA -habe paar mal beschwerden abgeschcikt,wegen interwetten.com und andere Casinos-bis auf die standard antwort kam nix-bis aufeinmal,wo mir gesagt wurde,weiss aber wirklich nicht mehr um was es ging ,is ja schon paar jahre her-"ich solle mich bei einer anderen behörde melden und ,habe ich gemacht,die haben mir wieder gesagt,dafür sind sie nicht zuständig oder so. Darauf habe ich mich wieder bei MGA gemeldet-und seit dem glaube ich nichts mehr gehört

I'm sorry, paclmaya, but I will have to close this case as an uncertain one. Without additional information from MGA/Casino, I am unable to determine what may have gone wrong or where your money ended up.

Kindly confirm if it is acceptable to mark the case as unresolved with the status of uncertain case. We apologize for being unable to provide further assistance.

Absolutely okay, 😊 thank you anyway for your time that I took up

Absolut okay, 😊 trotzdem danke für ihre zeitydie ich in Anspruch genommen habe