Gate 777 Casino - プレイヤーのアカウントがブロックされました。

I won a jackpot and as they were acting kindly , i decided to not withdrawed the whole as i know this is a problem for a casino, and tried to show them that i really apreciated the way they acted , compared to scammers like betways or 22bet and most of the casinos , then suddendly all the slots seemed to be impossible and in quickly i lost my win, but more than that, they blocked me , arguing i had a gambling problem (i am playing for 20 years and dont put my finance at risk, knowing i will lose anyway so i got a budget for that, but they blocked me because i had so many loyalty points that i could play everyday for like 100 dollars without deposit, I understand now why people were complaining so much about this casino, it is probably the worst of all,

Dear Gilveber,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. How much was your active balance at the time of your account’s closure? Have you ever requested your account to be closed or suggested any gambling issue when communicating with the casino?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello, it did not happen like that, I have more than 2000 soles in my account there, and most of all, enough "loyalty points" enough loyalty points to play every day for 500 soles. the pretext of a gambling problem is what they say as a pretext to lock an account. Thank you for your reply and for helping me. I think if you can check my account there, you will realize that this casino is acting bad.

Hola, no paso asi, tengo mas de 2000 soles en mi cuenta ahi, y mas que todo, bastante "loyalty points" sufiencete loyalty points para jugar cada dia por 500 soles. el pretexto de un problema de juego es lo que dicen como pretexto para blocar una cuenta. Gracias por su repuesta y por ayudarme. Creo que si puede revisar mi cuenta ahi, se dara cuenta que ese casino esta actuando mal.

Thank you very much, Gilveber, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I would like to ask Gate 777 Casino to join us and help us to resolve the player's issue.

Thank you very much for trying to help me I thank you very much

Muchas gracias por tratar de ayudarme le agradeco mucho

Hello gilveber2020

Thank you for your review.

We have reviewed your claim and confirm that we applied an operator exclusion due to responsible gambling concerns; as a licensed operator we hold an explicit right to exclude accounts where we deem necessary, in the interest of protecting our customers. We also confirm that all the withdrawals you requested, were successfully paid and there are no funds owing to you. 

Further to your query regarding the loyalty points promotion, we confirm that you are no longer eligible to claim them as you have since been excluded. We draw your attention to clause 3 and 12 of our Promotional Terms https://www.gate777.com/promoterms which provides clarity in this respect.

In conclusion, we reference our Complaints and Disputes Process, as outlined in clause 21 of our terms and conditions https://www.gate777.com/terms, we confirm that your case was reviewed in full and you received a substantive response from our Complaints Team. Should you wish to dispute the decision taken, please refer to their emails which provide the relevant ADR referrals.

@CasinoGuru we have emailed you directly and ask that you kindly close and resolve this dispute please.

Regards

Gate777 Casino 

I hope they sent all my emails, because then you will realize that it is an abuse I wanted the casino to show you how many loyalty points I had, and you will see that it is obvious that is why they blocked me. I could play every day for 150 dollars of points, without spending anything. And above all, I had more than two thousand soles in my account there. It's a total abuse and a big lie, I've been an online gamer for 15 years, and never had that problem. but those liars. it is convenient for them to make that decision. I want to see if you really want to settle a case like this, or if you are going to agree with the casino because it suits you better. IF you are honest and really want to fix that case, you are obviously doing very badly. At least they give me back the 2 thousand soles and so much that I had in my account. but still, let's see if you want justice or not to look bad with that casino

Espero que mandaron todos mis correos, porque asi ustedes se darán cuenta que es un abuso quería que el casino los ensena cuantos puntos de fidelidad tenia , y veras que es obvio que es por eso que me bloquearon. yo podia jugar cadia dia por 150 dolares de puntos, sin gastar nada. Y encima, yo tenia mas de dos mil soles en mi cuenta ahi. Es un abuso total y una grande mentira, Soy Jugador en linea por 15 anos, y nunca tuvo ese problema. pero a esos mentirosos. los convienen de tomar esa decisión. Quiero ver si ustedes quieren arreglar de verdad un caso asi, o si van a dar la razón al casino porque los convienen mas. SI ustedes son honestos y de verdad quieren arreglar ese caso, es obvio que estan actuando muy mal. Al menos que me devuelven los 2 miles soles y tanto que tenia en mi cuenta. pero igual , vamos a ver si ustedes quieren la justicia o no quedar mal con ese casino

Dear gilveber2020,

As you mentioned in your last post here, you have received all your winnings from the casino. I know it may seem unfair that you have lost your loyality points but every bonus is just a good-will of the casino. If you have been marked as a player with gambling problems, the casino had the right to prevent you from playing in your own defense. In this case there isn't much we can do for you as the casino has also right to cancel bonuses. Is there anything else we can help you with? If not, we will be forced to reject your complaint.

I don't think you understood that I had more than 2000 soles in my account, that that was not points or anything but profit after a deposit of 500 soles the same day. But with your answer everything is said, look at trust pilot that casino is considered very bad and has only complaints from players with a case similar to mine. But you know very well that this casino is a scam, but in life each one his conscience and his path .. Only that they should not pretend to be the good ones who help the victims of all those bad casinos, because in reality, they are not worth more than they.

No creo que entendiste que tenia mas de 2000 soles en mi cuenta, que eso no era puntos ni nada pero de ganancia despues de un deposito el mismo dia de 500 soles. Pero con tu repuesta todo esta dicho, mira en trust pilot ese casino esta considerado como muy malo y tiene solo quejadas de jugadores con caso similar a mio. Pero ustedes saben muy bien que ese casino es un estafa, pero en la vida cada uno su consciencia y su camino.. Solo que no deberian hacer se pasar por los buenos que ayudan a las victimas de todo esos casinos malos, porque en realidad , no valen mas que ellos .

Dear gilveber2020,

The casino has provided us proof that you have lost your money on your account. In this situation there isn't anything we can do for you as you have lost your money fairly. Please do not hesitate to contact us if you will come across any issue in the future.

Best regards,

Nick

Casino.guru