777onfire Casino - El retiro del jugador se retrasa debido a problemas con la verificación.

I am usually a big fan of Hollycorn N.V. providers, but so far, I have only had negative experiences here.

I have been waiting for days for a response via email since my withdrawal of 2850€ is not being approved. The live support seems non-existent; I have tried contacting them at different times daily. (See attachment). I have uploaded over 15 documents. Since I do this almost daily, I know exactly which documents are required. Normally, this is not a problem, but apparently, it is here, as the time discrepancies on the documents are not being considered. I can't explain it any other way. I have uploaded an invoice for each deposit, which gets rejected.

Since I can't reach anyone through either chat or email, I have no choice but to file a complaint here.

Ich bin eigentlich großer Fan von Hollycorn N.V. Anbietern, jedoch habe ich hier bisher nur schlechte Erfahrungen machen können.

Ich warte seit Tagen auf eine Antwort per Mail, da meine Auszahlung in Höhe von 2850€ nicht genehmigt wird. Den Live Support scheint es nicht zu geben, da habe ich es zu unterschiedlichen Zeiten täglich probiert. (Siehe Anhang). Ich habe über 15 Dokumente hochgeladen. Da ich das fast täglich mache, weiß ich also auch genau, welche Dokumente gebraucht werden. Sonst ist das auch kein Problem, hier anscheinend schon, da die Zeitverschiebung auf den Dokumenten nicht beachtet wird. Anders kann ich es mir nicht erklären. Ich habe von jeder Einzahlung die Rechnung hochgeladen, die abgelehnt wird.

Da ich nun auch niemanden erreiche, sowohl Chat als auch Mail, bleibt mir nichts anders übrig als mich hier zu beschweren.

Dear MrPuffmuffin,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please provide the exact date when you started attempting to verify your account?

Have any of your documents been approved by the casino?

Do I understand correctly that there is a problem with the verification of your proofs of deposits? Could you please explain this problem in more detail?

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

1. On 09/22/24 I started uploading the documents.
2. The majority of the documents were approved.
3. Both invoices for the two deposits were rejected. They would not be the correct ones. However, they are exactly the two. Only the time is different due to the time difference.

What concerns me most is the lack of communication. No live support, no email. Nothing.

Even if documents are rejected, I don't get an email. I have to go to the site dozens of times a day to see if anything has changed.

1. Am 22.09.24 habe ich begonnen die Dokumente hochzuladen.
2. Der Großteil der Dokumente wurde genehmigt.
3. Die beiden Rechnungen der beiden Einzahlungen wurden abgelehnt. Es wären nicht die richtigen. Jedoch sind es genau die beiden. Lediglich die Uhrzeit ist anders, durch die Zeitverschiebung.

Vor allem geht es mir um die fehlende Kommunikation. Kein Live Support, keine Email. Nichts.

Selbst wenn Dokumente abgelehnt werden, bekomme ich keine Email. Ich muss täglich dutzende Male auf die Seite um zu schauen, ob sich etwas geändert hat.

I still haven't received a response. I sent emails every day. No response.

Whether my account is verified or not. When the payout will be processed or anything else. No communication. Really sad.

Weiterhin habe ich keine Antwort erhalten. Ich habe täglich Mails verschickt. Ohne Antwort.

Ob mein Konto nun verifiziert ist oder nicht. Wann die Auszahlung bearbeitet wird oder sonstiges. Keine Kommunikation. Wirklich traurig.

Thank you for your reply.

Could you please provide a more detailed explanation as to why your proofs of deposits have not been accepted by the casino during the verification process? Please forward me the communication between you and the casino regarding the discrepancies between these documents and the deposits you made at veronika.l@casino.guru.

As I have explained several times, there has been almost no communication so far. That is exactly my problem. There is no live support and you don't get a response by email.

However, I received an email reply yesterday for the first time saying that my account had been verified. However, the payment was repeatedly cancelled. I was told to make a new payment. Now it could take days before anything happens. I feel like I'm being kept waiting. I've only received one reply to 8 emails after over a week.

I also don't understand why the withdrawal was cancelled when my account was verified. Everything seems extremely strange to me. I assume that the withdrawal will be rejected again without any explanation.

Wie ich nun mehrfach erklärt habe, gab es bis jetzt nahezu keine Kommunikation. Genau das ist mein Problem. Es gibt keinen Live Support und per Mail bekommt man keine Antwort.

Jedoch wurde mir gestern das erste mal per Mail geantwortet das mein Konto nun doch verifiziert ist. Jedoch wurde die Auszahlung wiederholt storniert. Ich solle eine neue Auszahlung tätigen. Jetzt kann es wieder Tage dauern bis da etwas passiert.. Ich fühle mich extrem hin gehalten. Auf 8 Mails wurde nach über einer Woche jetzt einmal geantwortet.

Außerdem verstehe ich nicht wieso die Auszahlung storniert wurde, wenn mein Konto verifiziert wurde. Kommt mir hier alles extrem merkwürdig vor. Ich gehe davon aus das die Auszahlug wieder ohne Begründung abgelehnt wird.

Thank you for keeping me updated. Has your payment been canceled even after all your identity documents have been approved and verified by the casino? Are there any pending withdrawal requests in your account right now? If so, when exactly did you request the most recent withdrawal?

Dear MrPuffmuffin,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.