777Crypto Casino - El jugador tiene problemas con un retiro no confirmado.

Good day, esteemed ones! The casino is not confirming my payouts! Every day they promise that today's withdrawal will be confirmed, but in the end nothing happens! Please influence this casino.

Доброго дня, шановні! Казино не підтверджує мої виплати! Кожен день обіцяють що сьогодні вивід коштів буде підтверджено, але нічого в підсумку не відбувається! Повпливайте будь ласка на це казино.

Dear xray200,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with 777Crypto Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm if you passed the KYC verification?

Have you made any successful withdrawals before?

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

When was the last time you communicated with customer support? Have you received any explanation as to why your withdrawals keep getting rejected?

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

Best regards

Veronika

They didn't ask me to go through KYC verification! They have three stages of KYC verification. I decided to go through them myself. But for some reason they constantly refuse. There are no explanations. I have not had any successful withdrawals before. I received part of the winnings from the bonus. But I have already played it successfully. The last time I received a reply in the chat was 15.02. I was promised that the withdrawal of funds would be confirmed within a day. But this never happened. They lied to me again.

Вони не просили мене пройти перевірку KYC! У них є три етапи перевірки KYC. Я вирішив самостійно їх пройти. Але чомусь вони постіно відмовляють. Пояснень ніяких не має. Раніше успішних зняттів коштів у мене ще не було. Частину виграних коштів я отримав з бонусу. Але я його вже успішно відіграв. В останнє я отримав відповідь в чаті 15.02. Мені обіцяли що протягом доби вивід коштів буде підтверджено. Але цього так і не сталося. Вони знову збрехали мені.

Do I understand correctly that your documents keep getting rejected? Could you please specify which identity documents you sent to the casino for verification? Which of your documents have been accepted?

Could you please send me the screenshot of your withdrawal history, so that we can check if your request is pending or if it has been processed?

I am currently undergoing the third stage of KYC verification. Finally, I passed the first two stages. The casino confirmed my documents. I have been waiting for the withdrawal of funds since February 12. The representative of the casino promised that when the third stage of verification is over, the withdrawal request will be confirmed immediately. Now I have to wait a few more days.

Зараз я проходжу третій етап KYC верифікації. Нарешті перші два етапи я пройшов. Казино підтвердило мої документи. Вивід коштів я чекаю з 12.02. Представник казино пообіцяв що коли третій етап перевірки закінчиться то відразу запит на виведення коштів буде підтверджено. Тепер мені потрібно ще почекати декілька днів.

Thank you for the update. Could you kindly advise which document you sent for the third stage of the verification? Please let us know if it was approved or rejected.

I have successfully completed all three stages of KYC verification. But they still do not confirm the withdrawal request. The support service in the chat every day writes that today the request will be confirmed, but nothing happens. I don't even know what to do now.

Я пройшов успішно повністю всі три етапи KYC верифікації. Але запит на виведення коштів все одно вони не підтверджують. Служба підтримки в чаті кожен день пише що сьогодні запит буде підтверджено, але нічого не відбувається. Я не знаю навіть, що мені тепер робити.

Dear casino gurus! Please contact a representative of this casino! Maybe they will explain to you why they are not paying me my money!

Шановні, казино гуру! Зверніться будь ласка до представника цього казино! Можливо вони вам пояснять, чому вони не виплачують мені мої кошти!

Thank you very much, xray200, 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 xray200,

It's Michal again, I have taken over this complaint. I have reviewed your case and once again you have issues with a casino that 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 777Crypto Casino to join the conversation.

Dear 777Crypto Casino,

Could you please furnish additional details regarding the reasons for the delay in confirming and processing player withdrawal requests, especially considering that the KYC process has already been completed? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

Dear xray200,

I have received this response from the 777Crypto Casino team...

Hello, Michal

We apologize for the delay, the reason for this is that we are currently conducting additional check on the account of the player who contacted you due to suspicious activity. In this regard, we will endeavour to process the withdrawal as soon as possible after the relevant check has been completed. We can assure you that the player will be notified by us in a timely manner.

We hope that the information provided has been helpful to you. We remain at your disposal should you have any further questions.

Kind Regards,

I acknowledge that waiting can be frustrating, but I kindly ask for your patience. I'm hopeful that we'll see some progress soon.

They also promise me every day that the withdrawal of funds will be confirmed soon. And so every day. More than a month has already passed. I wonder how long I have to wait?

Мені вони теж кожен день обіцяють що скоро вивід коштів буде підтверджено. І так кожен день. Вже пройшло більше місяця. Мені цікаво скільки часу мені ше чекати?

I ordered a withdrawal on 12.02. Today is 14.03. More than a month has passed! The withdrawal of funds has not yet been confirmed! The verification was successfully completed a long time ago!

Я замовив зняття коштів 12.02. Сьогодні вже 14.03. Пройшло більше місяця! Вивід коштів досі не підтверждено! Верифікація успішно пройдена вже давно!

Dear xray200,

I understand the frustration that is associated with the waiting, however, such an investigation requires a certain amount of time, so I kindly request your patience. I have asked the casino team to provide us with a timeframe on how long the check will take, but I have still not received a reply to this. Unfortunately, there's nothing either you or we can do beyond exercising patience at the moment. I remain hopeful that the casino team will provide an update on this matter soon.

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.

Dear xray200,

I'm reaching out to inquire whether the casino team has contacted you or, ideally, if you have received your withdrawal.

I haven't received any response from the casino since then.

No. Unfortunately, nothing. They stopped answering me at all. The withdrawal of funds has not yet been confirmed by them.

Ні. На жаль нічого. Зовсім перестали мені відповідати. Вивід коштів досі не підтверджений з їх сторони.

Dear xray200,

Despite my numerous attempts to contact the casino following their last email, I regret to inform you that the casino team has not responded to me whatsoever. 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 the Gaming Curaçao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion. I can only recommend checking the reviews of each casino before you sign up and only playing in licensed and good-rated casinos to avoid disappointments like this in the future.

Best regards,

Michal

Casino Guru