Win777.us Casino - Se ha retrasado el pago de las ganancias del jugador.

I’ve been trying to cash out since the 18th of

June they never cash it out for 10 days then decline it for no reason so I put it back in on the 25th still nothing but on hold

Dear marcustj156,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I’ve been waiting since the 18th of June tell me how many days that is sir..

Now they are saying my account is under investigation I been playing on this website for

2 years now i won off the dollar of the day in now

my account is under investigation all of a sudden

Dear marcustj156,

Have you received your withdrawal from the casino yet?

No not yet

they are just playing now

Still haven’t received my withdrawal

Dear marcustj156,

Is the screenshot above showing the first time it got declined? Please forward your deposit, bonus and betting history to nikolas.b@casino.guru.

Thank you marcustj156 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, marcustj156,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Win777.us Casino team,

Could you please explain the player's situation in more detail? Is there still any pending withdrawal on his account? If so, what is the estimated time frame for processing it? If not - how can he withdraw his winnings? Can you provide him with clear instructions? Have the winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

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 marcustj156,

I am in contact with the casino, however, only via emails, and there is also a delay from time to time. Currently, there is still ongoing communication between me and the casino representative, and I am waiting for further details.

I am setting the timer for the casino. Once I have any news or updates, I will inform you.

In the meantime, can you please provide me with the information on how you accumulated the disputed winnings? Were they accumulated with only your real money deposits? In what types of games? Did you use any bonus? If so, what exact bonus? Or, is it possible it was won from a no-deposit bonus? Did you meet all the bonus requirements/conditions for a withdrawal?

Dear marcustj156,

Although you did not answer my questions at all, since we have not received any response from the casino regarding the issue, unfortunately, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru

Greetings all,

After receiving an update from the casino, we decided to reopen the case.

Dear marcustj156,

Can you please confirm you lost your disputed winnings by playing at the casino?

Dear marcustj156,

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.

Greetings,

Although it was nice to talk to myself here for some time, unfortunately, I am forced to reject this case because the player has not responded to our messages and questions. Therefore, I am not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, the requested details or an update will be necessary.

Thanks to the Win777.us Casino team for providing information and cooperation outside the thread.

Best regards,

Branislav, Casino.Guru