Casino777 ES - 플레이어의 출금이 지연되었습니다.

Hello. I'm writing to complain that 777 Casino refuses to process a withdrawal of €408. They have contacted me several times asking about an old card that was blocked due to loss. I explained to them that after using several cards on the account, all registered up to the date of my last deposit (which was through Bizum) are no longer active. I requested that they remove these cards to avoid complications since I no longer use them. I provided them with the Bizum payment statement and account certificate for the withdrawal. All this documentation pertains to the last used account with which I deposited €100 and won €408. I want to withdraw this money via bank transfer, but they keep giving me the runaround with messages. The money is on hold since it's marked as pending and is also not in my balance. I have sent them a final message requesting the transfer, and if I don't get a response, I will report them.

Hola. Escribo para quejarme que 777 casino no quiere hacer un retiro de 408€. Me escriben por varias veces para preguntarme por una antigua tarjeta bloqueada por extravío. Les comenté que después de utilizar varias tarjetas en la cuenta de todas las registradas hasta la fecha del ultimo depósito (que fue bizum) ya no estaban operativas. Les solicité que eliminasen esas tarjetas, para evitar confisuyya q no las utilizo. Les pase el certificado de extracto de pago bizum y certificado de cuenta para el retiro. Toda está documentación facilitada es última utilizada y con la que con un depósito de 100€ é ganado 408€. Quiero retirar ese dinero por transferencia, pero me dan largas con mensajes. El dinero está retenido, ya que consta como pendiente y tampoco está en mi saldo. Les he mandado un último mensaje, solicitando la transferencia. De no obtener respuesta lo s denunciaré.

Dear opvmonte,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly. Casinos have the right to verify all previously used payment methods.

When trying to verify cards that have been lost or destroyed, we recommend players provide a written confirmation from the issuing bank.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Tomas