Casino770 refusing to pay me

RESOLVED
posted on February 25, 2013.

Hi

I joined Casino 770 on Saturday, 23rd February 2013 following on from an advertisement that Sky television are showing - that if you join, they will give you a £20 free bonus (no deposit required). I also live at home with my mum and dad, so we share the same address and computer - they also saw this commercial, and decided they would join too - they are both pensioners, but like a wee dabble every once in a while. As we only have the one computer - we joined at different times of the day. On my account - I had a wee bit of luck (found it very confusing, as you have to play x amount of your wager before you can withdraw), however, I followed the guidelines - made a £30gbp deposit through my own bank card - and then made a withdrawal of £200gbp. I also thought I'd try my luck yesterday morning - and deposited a further £20.

I have now been accused of opening multiple accounts - which is not the case - my mum/dad are real people. I have been asked to send over my bank cards/driving license/passports etc.

I can also advise that my dad has been contacted as he had a bit of luck also. He was asked to provide bank card/passport which he has. This is absolutely absurd - my parents are pensioners - and they are subject to this. We are all being accused of cheating which is blatant lies - we are real people - and this has been verified by sending over the relevant identification documentation.

I have contacted Casino 770 this morning to have an update on my withdrawal - and the only information they can give me - is that its with the relevant department.

I am absolutely livid. I am certainly not a fraudster (which they are insinuating), I have given them the proof that they have asked for - and they are still refusing to pay out.

I note that other members are having the same problems - and part of me is glad that its not just "us" they are singling out. This is a disgrace.

Please advise

posted on February 26, 2013.

Dear Tracy,

We assure you that the withdrawal will be processed as soon as you provide us with all the requested information.

Moreover, please note that the verification procedure is mentioned in our Terms and Conditions and you agreed to it when opening an account on our site:

"9.5. Casino770 Management service confirms a request for withdrawal from a player only after identity verification of the user and of the player account, and after having checked that the player has not done any chargeback with regards to Casino770. Any demand for a withdrawal must be supported by the authentication of the user."

Also, the payment agent may request additional documents that are necessary for the processing of payments.

Hope to have your file completed as soon as possible, so that you can enjoy the winnings you made by playing on our site.

For any other questions or concerns, you have the possibility to contact our Customer Service via e-mail, live chat or by phone.

Kind regards,

Customer Service Casino770

posted on February 26, 2013.

Thank you for your reply.

I have requested the most recent copy of statement from my bank and as soon as I receive it - I will have it scanned/emailed to you.

Can you confirm that you are now satisfied that I have not opened multiple accounts?

posted on February 26, 2013.

Dear Tracy,

Following your message we wish to remind you that your winnings will be reimbursed via wire transfer.

In order to start processing the transfer our payment agent requests that you provide us with the copy of a bank statement which contains your bank account information.

Once we have received this document, your withdrawal request will be validated.

As for your having multiple accounts on our site, we have already informed the responsible department that the members of your family have separate player accounts.

Should you have any questions or concerns, please feel free to contact us.

Best regards,

Casino770

posted on February 27, 2013.

Thank you for confirming that you now know my family members have their own individual accounts. Once I receive my bank statement - I will email this to you as soon as possible in order to process my winnings.

I will keep posting.

posted on February 27, 2013.

Hello Tracy,

Thank you for your update.

Rest assured that we will keep you informed by e-mail with regards to the status of your withdrawal request.

Moreover, we respect and honor all our obligations towards our players so you do not have any reason why you should worry about the winnings registered on our site.

We are always at your service.

Best regards,

Casino770

posted on March 1, 2013.

In order to process my withdrawal request - you have asked for copies of my bank statements, which I received today, however, the bank that I'm with does not print their swift codes/iban numbers on statements; they have advised its not part of their policy. They can provide this information to me verbally over the phone. Will that be sufficient in order to process my claim?

In total - I can still provide you with the following documentation - Passport, Driving License, Bank Cards (front and back) and Bank Statement (minus the swift codes iban number), however - I can email you these codes?

I await your reply?

posted on March 1, 2013.

Update - just spoke to Casino 24/7 operator Karen and advised her the last bank statement I had with IBAN/BIC codes on it was April 2012. She told me that this should be acceptable!!!


Also just spoke with my bank again and was advised that the reason this information was not on the statements I received today, is because they have issued an annual statement - rather than a monthly statement.

So Casino 770 - I have met all your requests - and have sent you everything that you've asked for. Will my reimbursement request now be validated?

posted on March 3, 2013.

Dear Tracy,

In reply to your message, we would like to inform you that all updates in regards to your player account are made via e-mail.

For any other questions or concerns, you have the possibility to contact our Customer Service via e-mail, live chat or by phone.

Kind regards,

Customer Service Casino770

posted on March 4, 2013.

My reimbursement has still not been validated - even after providing all documentation.

Not happy!

How much longer can this possibly take?

posted on March 5, 2013.

Dear Tracy,

In reply to your message, we would like to inform you that all withdrawal requests go through a verification process.

Please rest assured that you will be kept informed via e-mail in regards to all updates.

For any other questions or concerns, you have the possibility to contact our Customer Service via e-mail, live chat or by phone.

Kind regards,

Customer Service Casino770

posted on March 6, 2013.

Update - my reimbursement request has now been validated and it will take 8-10 working days for the funds to reach my bank account.

ASKGAMBLERS - I believe this complaint no be closed. Thanks to everyone for all help and support, its very much appreciated.

Kind regards,

Tracy

AskGamblers
posted on March 7, 2013.

 noT or noW to be closed? Is it solved?

posted on March 7, 2013.

Apologies - yes, complaint can now be closed.

posted on March 10, 2013.

Dear Tracy,

We are happy to confirm that the status of your winnings has been resolved now.

Therefore, you will receive them within the delays mentioned.

Thank you for all the patience and understanding.

Regards,

Customer Service Casino770

AskGamblers
posted on March 15, 2013.

 Complaint solved!