Casino777 ES - La retirada del jugador se ha retrasado.

Well, I won 89000 e in a slot machine on January 6 and they tell me as of today that it is not yet processed that since it is a high amount, the transfer takes longer, I do not know if they tell me the truth if not, they have temporarily blocked my account They tell me, I'm 65 years old and I'm on my nerves

Pues gane 89000 e en una tragaperra el día 6 de enero y me dicen a fecha de hoy que aún no está procesada que como es una cantidad alta tarda más la transferencia no sé si me dicen la verdad si no .me han bloqueado la cuenta temporalmente me dicen.tengo 65 años y estoy de los nervios

Dear Wiki2310,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. A successful withdrawal request does not guarantee a withdrawal will be sent immediately. You may be requested to verify your personal/payment details and your recent gameplay may also undergo a routine gameplay check before any withdrawal is processed and sent to you.

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.

I would recommend that you wait for at least one more week. If there is no development within this time frame, please let us know and we will intervene.

Thank you for your understanding.

Best regards,

Kristina

Okay, they have me nervous, I'll wait to see this week if I don't let you know, thank you

Vale es que me tienen nerviosa.esperare a ver esta semana sino te hago saber.gracias

But why does it take so long ???

Pero porque tarda Tanto???

But why do they take so long?

Pero porque tardan tsntooo

Wiki2310, please understand you are trying to withdraw a huge amount of money. The casino needs to investigate if these funds have been accumulated fairly and then process the payment. It takes time to complete such a process, therefore I kindly ask you to be patient and wait for the casino to finish the investigation and do what they need to do.

Thank you for understanding.

But how long do they take

Pero cuánto tiempo tardan

But why do they block the account and how long does it take thanks

Pero porque bloquean la cuenta.y cuánto tiempo tardan gracias

Hello, Friday I do more than two weeks and without

news??? How long do I have to wait???

Hola el viernes hago más de dos semanas y sin

noticias??? Cuanto tengo que esperar más???

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please confirm that you passed the KYC verification? Also, would you be so kind and indicate whether you have made any successful withdrawals before?

The kyc verification I do not know what it is I passed the verification I have been with this Casino for 2 years but I have never had any luck I have not withdrawn anything it is the first time. I sent the DNI my account card and even the income statement

La verificación kyc no se qué es yo pasé la verificación llevo 2 años con este Casino pero no he tenido suerte nunca no e retirado nada es la primera vez.yo mandé el DNI la cartilla de mi cuenta y hasta la declaración de la renta

Thank you very much Wiki2310 for your cooperation so far. I will now transfer your complaint to my colleague Tomas (tomas@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 soon.

thank you hopefully

Gracias ojalá

Hello Wiki2310,

I will take care of the complaint from now on. I will try to contact the casino representative and ask about your issues with the blocked account and the withdrawal.

Thank you very much Tomás I send you two screenshots of what they told me yesterday thanks to see if this is solved

Muchas gracias Tomás te envío dos capturas de lo que me dijeron ayer gracias a ver si se soluciona esto

I have been since January 6 and they always tell me the same thing that it will be approved but to be patient. They block my account for no reason and they only give me that explanation to see if you can help me. tidy up the life I have left a little I've earned it I've been lucky and that's it

Llevo desde el día 6 de enero y siempre me dicen lo mismo que será aprobado pero que tenga paciencia .me bloquean la cuenta sin motivo y solo me dan esa explicación a ver si me puedes ayudar tomas tengo 65 años y la verdad que ese dinero me arregla un poquito la vida que me queda me lo he ganado he tenido suerte y ya

Thomas, do we know anything?

Tomas sabemos algo???????

Have you talked to the Casino Tomas???

Has hablado con el Casino tomas???

Dear Wiki2310,

I apologize for the late reply. I managed to contact the casino. I will provide more information shortly. Please stay patient.

What did they say???

Y que te dijeron???

If I'm nervous, excuse me, Tomas

Si es que estoy nerviosa perdona tomas

Hello Wiki2310,

the casino wouldn't give us a clear explanation of your situation. We are trying to learn more on your behalf. Also, the casino representative informed us that they will inform you about your situation this week. If you receive any information please, let us know here. Anything relevant about your case you can send on my email tomas@casino.guru

But I don't understand what you're telling me, I've earned that by depositing my money and I want it, what? What have they told you?

Pero no entiendo lo que me dices yo e ganado eso depositando mi dinero y yo lo quiero tomas ?? Que te han dicho

But you take that situation, I just want the money to come in, I don't really understand it

Pero tomas que situación yo solo quiero que me ingresen el dinero no lo entiendo la verdad

We are on Thursday and there is no news to the contrary now they do not answer the emails I have to send you whatsapp I attach a photo of the whatsapp. I do not know why this Casino with that reputation is doing this, the truth is that I am very disappointed and I will do everything possible so that Give me my money. If I have to go to magazines or television, I'll do it for sure. Because I earned that money with my deposit. And I was always lucky. We can't lose.

Estamos a jueves y ninguna noticia al revés ahora no contestan a los correos tengo que mandar whasap te adjunto foto del whasap.no se porqué este Casino con esa reputación está haciendo esto la verdad que estoy muy decepcionada y voy hacer todo lo posible para que me den mi dinero.si tengo que ir a revistas o televisión lo haré eso seguro.porque yo me gane ese dinero con mi depósito.y tuve suerte siempre no podemos perder no

Dear wiki2310,

thank you for keeping us updated.

Please understand that we require more information from the casino. Opening new complaints on Casino.Guru related to this issue will not help you speed up the process.

We all understand that it's a lot of money and as you can imagine, the casino needs only slightly more time. Please, be patient and share with us what they will tell you.

They tell me that I have deposited in the name of another person, we are crazy. I already knew that they do so much money for not paying, but this does not stay so you can give me an email to report

Me dicen que yo e depositado a nombre de otra persona estamos locos.ya sabía yo que tanto dinero hacen lo que sea por no pagar .pero esto no se queda así me podéis dar un correo para denunciar

I have been depositing legally I need help please they do not want to pay me

He estado depositando legalmente necesito ayuda porfavor no me quieren pagar

Tomas and I sent you an email with all the information

Tomas te e mandado un correo con toda la información

Hello wiki2310,

Thanks for your email.

For deposits and withdrawals, you should only use payment methods held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations.

I have a few questions for you.

1. Could you please confirm that you deposited in the casino with a payment method that is in your name?
2. Do your casino account details match with the documents you provided for verification to the casino?

Thank you!

If I made my payment with paysafecard or another method but it is in my name

I verified the bank account and my DNI and they are exact

I have not deposited with any money from anyone

Si yo hice mi pago con paysafecard u otro método pero está a mi nombre

La cuenta bancaria y mi DNI los verIfique y son exactos

Yo no e depositado con ningún dinero de nadie

Hello wiki2310,

To proceed with this case we will require you to provide us with proof you are the owner of the deposit methods used and that your casino details match with your identification documents. Please send me the documents at my email address (tomas@casino.guru)

And

Si

And

Si

then I send them to you

Luego te los mando

Hello wiki2310,

Thanks for your emails. We would like to now ask 777.es casino team for an explanation why they claim wiki2310 used a payment method that doesn't belong to the player.

Thanks

Gracias

Dear wiki2310,

We contacted the casino. They said only there was a problem with the deposit method you used, they didn't give us any specifics. We wish to continue to help you resolve the case and I send you an email on how to proceed further. Your cooperation is appreciated.

Okay great

You have sent me an email but you tell me something about a document and you have not sent me anything to print I do not have any attached document

Ok perfecto

Me has mandado un correo pero me dices algo de un documento y no me has mandado nada para imprimir no tengo ningún documento adjunto

Dear wiki2310, I apologize for the late reply. I resent you the email with the document attached.

I'll send it to you tomorrow thanks Tomás to see if this is solved

Te lo mando mañana gracias Tomás a ver si se soluciona esto

I have sent it to you

Te lo he mandado

Hello, do we know anything?

Hola sabemos algo???

Hello wiki2310,

I've contacted you via mail on Friday. Please provide us with a signed copy of the document we requested from you. Much appreciated.

I already sent it

Ya se lo mande

I'll send it to you again now if it doesn't arrive let me know thanks tomas

Te lo envío otra vez ahora sí no le llega avísame gracias tomas

I have already sent it to you, let's see why they have no intention of paying and I want my money, often a casino of thieves, my God

Ya te lo e enviado tomas a ver porque estos no tienen intención de pagar y quiero mi dinero menudo casino de ladrones dios mio

Casino scoundrel do not play I tell you from experience

Casino sinvergüenza no juguéis os lo digo por experiencia

Hello Wiki2310,

I apologize for the late reply.

The casino has informed me that they are unable to provide any further information to third parties regarding this complaint.

As I informed you earlier via email, We suggest you file a claim with the Spanish regulator https://www.ordenacionjuego.es/es/reclamaciones Let us know about your decision. I wish I could be of more help.

I don't know how to do it the truth you take

No sé cómo hacerlo la verdad tomas

Hello wiki2310,

The instructions are clearly outlined on their website. You can file the claim via an online form or via a paper letter.

Unfortunately, I cannot file the claim for you. You will have to do it yourself.

After you file the claim with the regulator, please let us know. Much appreciated!

Hello wiki2310,

Has there been any progress? Have you filed a claim with the regulator? Please, let us know. Much appreciated!

Dear wiki2310,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I don't know how to do it, you take it, I give it up for lost now

No sé hacerlo tomas lo doy por perdido ya

Dear wiki2310,

I urge you to file the claim with the Spanish regulator if you have the wish to resolve the issue and if you believe you legitimately won in the casino.

The process can be initiated only by you, we cannot interfere in it. I believe they have many professionals that will help you if you have any questions or concerns regarding the claim. Be sure to start the process as soon as possible by emailing them.

Describe your problem to them in as much detail as possible and include all the communication from the casino. Include all steps you took up to this point including what documents you used to complete the verification of your identity and payment methods used. Follow and include as much information required by the regulator as they describe on their website https://www.ordenacionjuego.es/es/reclamaciones

I wish you luck and please let me know at my email address tomas@casino.guru about any progress you make.

Dear wiki2310,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at tomas@casino.guru

On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Tomas

I didn't do anything, I didn't know how to do that and I don't have money for lawyers

No hice nada nooo sabía hacer eso y para abogadjs no tengo dinero

Dear wiki2310,

Thanks for your reply.

Since you haven't contacted the regulator of the casino as we recommended, our options to help you were exhausted.

Not following our recommendation in this case unfortunately means, we are forced to close the complaint as rejected.

Thank you for your understanding.

Please do not hesitate to contact us if you run into issues with any online casino in the future.