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Everything was fine until I requested the refund I do not have several associated accounts and they told me that in 24 hours they deposited the money, at all times I said that I was from Argentina and I presented my documentation to verify my identity and from one moment to another they blocked my account and they asked me again for documentation and I sent it, but they lied to me

Iba todo bien hasta que solicite el reintegro no tengo varias cuentas asociadas y me dijeron que en 24 hs me depositaban el dinero, en todo momento dije que era de argentina y presente mi documentacion para verificar mi identidad y de un momento para otro me bloquearon la cuenta y me volvieron a pedir documentacio ya la envie, pero me mintieron

Hello Ggrchedman,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that you didn't pass the verification? Could you please clarify how the casino lied to you?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru, or alternatively, post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello, Kristina, they have already contacted me, I am waiting for the money earned to be refunded, maybe I will hurry to publish my problem ...

Hola kristina ya se pusieron en contacto conmigo estoy a la espera de que me reintegren el dinero ganado, quizas me apure en publicar mi problema ... Quedo a la espera y estoy en contacto

Kristina I sent you a message to the email that you sent me here

Kristina te mande mensaje al mail que me mando por aca

Do I understand correctly that your account is still blocked? For how long has it been going on, please?

Exactly 2 days ago, and now they tell me that the payment was not processed to my skrill account, and that I have to give bank details, 5 days of all this will pass

Hace 2 dias exactamente, y ahora me dicen que el pago no fue procesado a mi cuenta skrill, y que tengo que padar datos bancarios ya van a pasar 5 dias de todo esto

And they do not want to pay me the money that I have earned, I have photos, captures, and mail that they were lying to me at all times and I have already sent it to them kristina

Y no quieren pagarme el dinero que tengo ganado, tengo fotos, capturas, y mail que me estuvieron mintiendo en todo momento y ya se lo he enviado kristina

Have you already provided the required bank details?

No, because I had a problem with my bank and I had to report my bank account for fraud, and that is why they do not let me pass information until it is resolved, and I justify it with documentation a form from the bank that I made regarding that. I asked for the withdrawal with a verified skrill account, and so and everything has been going on for almost 10 days that I have no solution

No, porque tuve un problema con mi banco y tuve que denunciar mi cuenta bancaria por fraude, y por eso no me dejan pasar informacion hasta que no se resuelva, y lo justifique con documentacion un formulario del banco que hice con respecto a eso por eso pedi el retiro con cuenta skrill verificada, y asi y todo ya van casi 10 dias que no tengo solucion

Thank you very much Ggrchedman for your reply. I will now transfer your complaint to my colleague Viliam 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.

Hello Ggrchedman,

I looked at your complaint and will do my best to help you. I would like to invite Gate 777 Casino into this conversation. Casino, can you please specify why did you block the player’s account?

And I have been waiting for 10 days for them to give me the money earned in the account, it is 70,000 pesos, and still no one gives me an answer about it, they only tell me that I have to wait for an answer by mail, nothing more. they have waiting like this

Y hace 10 dias que estoy esperando que me den el dinero ganado en la cuenta, son 70.000 pesos, y todavia nadie me da una respuesta sobre ello, solo me dicen que tengo que esperar una respuesta por mail, nada mas, hace dias que me tienen esperando asi

Hey Ggrchedman,

Sorry to hear about this issue and inconvenience  I just read everything here and will be taking care of it.

Will keep you updated.

Thanks!

Hello gate 777 casino,

I write every day by live chat, they were always kind and I will not deny it, but their lack of response overshadows all that, exactly 10 days ago I requested a withdrawal, to my skrill account and gave reasons and passed verified and analyzed documentation for you, but to this day I am still waiting for an answer, there is no criterion to solve my case and neither focus, they always answer me the same and that makes me more and more obfuscated by the lack of attention and response, since I present everything in time and in shape and I was always respectful and understanding, but we got to the point that this was over time, I hope they solve my problem and give me the money that I have in my account

Atte. ggarchedman

Romani f *****

Hola gate 777 casino,

Escribo todos los dias por chat en vivo, siempre fueron amables y eso no lo voy a negar, pero su falta de respuesta opaca todo eso, hace 10 dias exactamente solicite un retiro, a mi cuenta skrill y di motivos y pase documentacion verificada y analizada por ustedes, pero al dia de hoy sigo esperando una respuesta, no hay criterio para solucionar mi caso y tampoco enfoque, siempre me responden lo mismo y eso hace que me ofusque cada vez mas por la falta de atencio y respuesta, ya que yo presente todo en tiempo y en forma y siempre fui respetuoso y comprensivo, pero llegamos al punto de que esto se fue de tiempo, espero solucionen mi problema y me den el dinero que tengo en mi cuenta

Atte. ggarchedman

Romani f*****

Hello Kristina, I'm still waiting for the casino to contact me, and from what I see they have no interest in doing so, they haven't paid me the money and they haven't told me anything, keep waiting would no longer be an option

Hola kristina, aun sigo esperando que el casino se comunique conmigo, y por lo que veo no tienen interes de hacerlo, no me han pagado el dinero y no me han dicho nada, seguir esperando ya no seria una opcion

Dear Ggrchedman,

Kristina is no longer part of this complaint, it's just you, me and Casino. Unfortunately, we have no choice and we must wait for the Casino's explanation.

Thank you for understanding.

We would like to ask the Gate 777 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’.

Hello, they asked me again for my bank details, I passed the data to gate777 but from my bank I was able to communicate via phone, and they told me that I can not receive the money in my bank account from abroad since what would be a game of chance could not receive it because they do not issue receipts, and if they sent it to me they would reject it, and I had to pay for the money to be rejected about 50 dollars, and the money would never arrive, the bank did not send me proof of what was said Since it was by phone and since the money was not sent yet they only gave me a phone number and an email to communicate but I do not have proof of the casino that indicates the amount of the withdrawal and where it comes from, so at all times request the I withdraw money to a skrill account, but the casino rejects the withdrawal for no reason, I do not understand another way to withdraw my money

Hola me pidieron nuevamente los datos bancarios, les pase los datos a gate777 pero desde mi banco me pude comunicar via telefonicamente, y me dicomjeron que bo puedo recibir el dinero en mi cuenta bancaria desde el exterior ya que lo que seria juego de azar no podria recibirlo porque no emiten comprobantes, y si me lo enviaban me lo iban a rechazar, y tenia que pagar para que me rechazen el dinero unos 50 dolares, y nunca me iba va a llegar el dinero, el banco no me envia comprobante de lo dicho ya que fue por telefono y ya que el dinero no fue enviada todavia solo me pasaron un numero de telefono y un email para comunicarme pero no tengo comprobantes del casino que indique el monto del retiro y de donde proviene, por eso en todo momento solicite el retiro de dinero a cuenta skrill, pero el casino me rechaza dicho retiro nose porque motivo, no entiendo otra forma de retirar mi dinero

They are regulations of the central bank of the Argentine Republic and that is not my responsibility

Son normativas del banco central de la republica argentina y eso no corre por mi cuenta

I do not think that the gate 777 casino responds to this complaint as they are doing everything possible to make time pass and my money is devalued

No creo que el casino gate 777 responda a esta queja ya que estan haciendo todo lo posible para que pase el tiempo y asi mi dinero se devalue

Hi Ggrchedman, 

Thank you for your review. 

Kindly note that you would be required to follow the Complaints and Disputes Process, as outlined in clause 21 of our terms and conditions https://www.gate777.com/terms?scrollTo=complaintsanddisputes. We can confirm that we have escalated this matter to the Complaints Team who will be assisting you further in this respect.

@Villiam, we are unable to provide further commentary on the matter due to GDPR constraints, as we are sure you can appreciate.

Following the outcome of the internal dispute; in the event that the customer remains dissatisfied with the resolve, he is welcome to reach out to the ADR’s as outlined in clause 21 of our terms and conditions.

Kind Regards

Gate777

I have been claiming for 1 month and they have not given me an answer, nor the money that I earn in good law, I told them that since you did not give me a solution and did not take charge of the problem, I was going to look for another solution of how to obtain what is mine gate 777 casino, it is very easy to say that you have to follow a process when you make use of that process towards the client in a disinterested way, and that as time passes, one does not care and said money is devalued, it is very easy, I am going to continue claiming by the means that I believe appropriate until they give me what is mine, I complied with everything to the strict table, and send the requested documentation at all times in a timely manner, and true, you did not comply yet .... thank you

Hace 1 mes que estoy reclamando como corresponde y no me han dado una respuesta, ni tampoco el dinero que me gane en buena ley, yo les dije que ya que ustedes no me daban una solucion y no se hacian cargo del problema iba a buscar otra solucion de como obtener lo que es mio gate 777 casino, es muy facil decir que hay que seguir un proceso cuando ustedes hacen uso de ese proceso hacia el cliente de forma desinteresada, y que al pasar el tiempo hace que uno no le de importancia y se devalue dicho dinero, es muy facil, yo voy a seguir reclamando por los medios que crea correspondiente hasta que me den lo que es mio, yo cumpli con todo a raja tabla, y mande la documentacion solicitada en todo momento en tiempo y forma, y verdadera, ustedes no cumplieron aun.... gracias

Well I want to advise that gate 777 has already paid me the prize money and the problem has been solved, thank you very much for the help and I am sorry to have had to make this complaint, a thousand thanks and a thousand apologies

Bueno quiero avisar que gate 777 ya me ha pagado el dinero del premio y ya se soluciono el problema muchas gracias por la ayuda y lamento el haber tenido que hacer esta queja, mil gracias y mil disculpas

Dear Ggrchedman,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru