Payment of £40,000 processed but not received

 I can confirm that I am waiting for 2 withdrawals into my PayPal account.

1- £1000 at 20.27 on 19/11/2021

2- £600 at 23.30 on 19/11/2021

You can also see from the screen shots below that I successfully withdrew £1000 at 19.08 on the same evening to the same PayPal account indicating there is no issue with my accounts.

The payments have not been processed and I’ve contacted them 6 times by phone at reasons have varied including 

1.  I need to contact PayPal, I explained the previous withdrawal and explained that there is nothing wrong with my PayPal account ( screenshots attached).  These screenshots where forwarded to the casino for evidence.

2. Don’t worry it will be paid in next few hours 

3.  I can’t tell what’s happening so I’ve escalated it to transaction team

As you can see I’m getting completely different stories and I’m not able to reverse the withdrawal either as it won’t allow me to despite them saying I could.

I’ve emailed the casino on 22/11/2021 but have received no response and again on 23/11/2021 with the PayPal screenshots 

I’ve never had this issue before or on that same evening and it seems to me that they are just reluctant to pay my winnings despite taking significant deposits from me in the same evening from the same PayPal account.

Hi, I am writing this complaint as I’m having continues problems with 777.com, I signed up on Tuesday 09/02/21 and everything was fine. My bonus worked fine and my account was all set up. That night I deposited £180 into that account and it accepted the deposit with no issues. I was playing for about 2 hours again with no issues and then wanted to with withdraw my funds of £297. Unfortunately as soon as I clicked withdraw funds it logged me out of my account and said my account was temporarily disabled. I then contacted customer support straight away as I was worried I would lose my money.

The man wasn’t very helpful on the phone, he just told me I had to email the operations team as they don’t have a contact number and they will get back to me within 72 hours. 48 hours after that I received an email from the operations team stating my account was suspended With more information or no reply to my original email. It has now been 6 days and I haven’t received any email or phone call or anything back. I was really worried about the situation and my funds I continually called customer support to chase up and they said I should not worry as I am 100% entitled to my money and the situation will be resolved. I’m not sure what else I can do other than submit this complaint as I have contact customer support numerous times and they have just said they will chase it for me then I hear nothing back. Hopefully this complaint helps me to receive either my funds I deposited into the account or the funds I am entitled to in the account.

I have screenshots of all emails sent and received but I’m not sure how to add this to the complaint file?

Thank you

On 5/12/20 I formally requested by email that 777 close my account with them. At the time I had an active cash balance of £1120 on the account.

On 8/12/20 I received a reply confirming that the account was now closed (attachment A). At this time they also requested I confirm some personal details to finalize the procedure (also on attachment A).

On 9/12/20 I replied to confirm the personal details as instructed. I also requested confirmation that the cash balance had been returned to my debit card / bank account (attachment B).

After this email I received no further correspondence whatsoever from 777 and the money never appeared in my bank. Over the next month I sent a total of a further 6 emails to pursue the matter (attachments C, D, E, F, G & H). I didn’t receive a single reply to any of them, I was completely ignored. The date of these emails ranged from 14/12/20 to 13/1/21 as you can see.

On 13/1/21 I tried to log into the account to see if I could speak to someone directly on their live chat facility. I was surprised that I was able to log in even though the account was supposed to be closed. Unfortunately their live chat wasn’t online, however it did give me an opportunity to take a screenshot to prove that the cash balance of £1120 was still active on the account and hadn’t been refunded to my bank as requested (attachment I).

On 15/1/21 I finally managed to speak to someone on live chat. They confirmed again that the account had indeed been closed, but that the funds were still in the bankroll as I hadn’t submitted a withdrawal request (even though I’d obviously requested this many times as you can see). I again asked them to send the money to my bank account, at which point they told me to log in to their web cashier through a direct external link provided that would enable me to make a withdrawal from a closed account. I have provided screenshots of the conversation (attachments K & L).

You can imagine my frustration at this point. If someone had actually bothered to reply to any of my emails and informed me I could make a withdrawal this way then I would have done so from the outset and avoided all of this unnecessary hassle and stress. However, I thought at least the matter would be finally sorted now so I left it at that and made the withdrawal as instructed (see attachment J). Please note the value of the withdrawal was now slightly higher as I had been credited some extra cash for the comp points I had accumulated through prior gameplay. The balance was now £1132 instead of £1120 as you can see.

However this unfortunately was not the end of the saga. The money still never appeared in my bank and I received no further contact from 777 until 3 weeks later on 6/2/21. This was in the form of an email to inform me that the funds had not in fact been sent to my bank as requested, but had actually been transferred back to my gaming account again! (Even though it was supposed to be closed!).

I’ve reached the end of my tether with this now. I’ve exhausted all avenues to try and get this resolved myself so I have no other option than to make this complaint. I can’t even log into my account anymore to speak to live chat again as I just get a message saying the account is disabled (attachment N) because obviously it’s closed. They are effectively refusing to give me my own money back which is quite frankly criminal and disgusting behaviour from what is supposed to be a reputable gaming company. Please help me, I don’t know what else to do and I need my money back, this has been going on for months now!

On 27.05 I got a notification that my account was disabled and ID was requested. On 28.05 I uploaded my ID in to the secuire cashier and was informed that I'd be otofied by email about results , On the next day the sigh "you have documents awaiting verification" was disappered. I uploaded my ID again. (see screenshots). Today is 05.06 and nothing happens.

I called to support. Girls promised to escalate this matter to the relevant department. I also sent an email (Incident: 200530-004106)

I don't understand why they ignore me.