777onfire Casino - Los retiros de los jugadores se retrasan.

Hello, this is about several withdrawals. I won €200 and have been waiting for a response since November 1st.

Over time, €150 and €250 were added to my winnings.

I have tried to contact support multiple times, but I haven't received a response. The money is still pending, and I am not getting any replies from the casino. Previous winnings were paid out on the same day.

My player account has been verified for over a year.

777onfire.com is the casino in question.

Hallo, es geht um mehrere auszahlungen, habe 200€ gewonnen, da warte ich seit 1.11 auf eine rückantwort.

Im laufe der Zeit kamen 150 sowie 250€ dazu.

Ich habe mehrmals versucht den Support zu kontaktieren, keine Rückantwort, seitdem steht das geld aus und bekomme keinerleih antwort vom Casino. Vorherige gewinne wurden teilweise noch am selben tag ausgezahlt.

Mein Spielerkonto ist seit gut einem Jahr verifiziert.

777onfire.com ist das genannte Casino

Dear Jonsi17, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

• When did you make the last successful withdrawal and how many days did it take to be processed?
• Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

Thank you in advance for your reply.

Best regards, 

Kristina

the first payment was 1.11.2024

bank transfer or instant transfer

with previous winnings the money was in my account on the same day

die erste auszahlung war 1.11.2024

banküberweisung bzw sofortüberweisung

bei vorherigen gewinnen war das geld am selben tag auf meinem konto

3.10.2024 was the last successful payout, the payout took a few hours

3.10.2024 war die letzte erfolgreiche auszahlung, wenige stunden hat die auszahlung gedauert

What are the chances of getting the money?

Wie stehen denn die chancen das geld zu bekommen?

Thank you for your reply, Jonsi17. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

these are the three payouts

I only made the last two yesterday.

the first on November 2nd

das sind die drei auszahlungen

die letzten beiden habe ich erst gestern getätigt.

die erste am 2.11

Thank you very much, Jonsi17, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Hello, Jonsi17!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Okay, okay.

Okey danke

Is there any chance at all of solving the problem?

Gibts denn überhaupt eine Chance auf Problemlösung?

Yes, there is a chance, so far this casino does not have no reaction complaints. We will do our best.

Does the casino respond when you contact them?

Antwortet ihnen das casino wenn sie es kontaktieren?

This casino has 5 closed complaints so far, only in one of them their response was required and they have provided it. I would tell that there is a higher chance that they will respond, than that they will not.

Have you received an answer from support?

Haben sie eine antwort vom support bekommen?

Hello, not yet. Casino has 11 more days to reply, they will reply here or contact us via other means and then I will let you know as soon as possible.

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.

The casino will not respond, I am sure of that.

What steps will be taken next?

Das casino wird nicht antworten, da bin ich mir sicher.

Welche schritte werden dannach eingeleitet?

Has the casino answered you yet?

Hat ihnen denn das casino schon geantwortet?

Hi, not yet, but we have contacted them once more.

I just received the money

Das geld habe ich soeben erhalten

Dear Jonsi17,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Pavel Kaczynski 

Casino.Guru