Ag Awards

Casino 777 - Trouble withdrawing

Complaint Info
Disputed casino Casino 777
Reason Verification issues
Posted on May 16, 2014

deposited on my partners card told them i didnt have a bank account they said that ok i won been trying to with draw my winnings told need prove of id sent card details my driving licence and the documents they asked for then that not enough want proof of my partner told not got driving licence or passport said bith certificate said it wouldnt be in same name as would be her maiden name said that would be ok sent them that well its a adoption certificate so different then get phone call asking my bank details to pay me by wire transfir told them they know i not got bank account they said cant pay without i complained said they i dishonest and why cant they sent me a check told must have own account and now another email saying they now want marriage certificate showing change of name all a con but they saying going to put 30 pound back on card annd other 870 wouldnt be paid till i do what they say is a joke

Posted on April 3, 2013

Hello Stanley,

Following your complaint, please be informed that the copies of your documents have been asked in accordance with the Terms and Conditions of our website:

“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 (…). Any demand for a withdrawal must be supported by the authentication of the user.”

Concerning our decision to process your winnings on a bank account registered in your name, please be reminded that clause 9.10 of our Terms and Conditions states that our website reserves the right to pay any player’s winnings using the payment method of its choice:

“9.10 Casino770 shall pay any withdrawal using the same payment method used for the player's deposit. Notwithstanding the aforementioned, Casino770 shall have the exclusive right to pay any player's winnings using at its discretion the payment method of its choice.”

Therefore, all the standard procedures have been followed in your case and all the measures have been taken to ensure the security of your transactions.

Thank you for your understanding and cooperation.


Customer Support Casino

Posted on April 3, 2013

have asked for chat conscripts from live chat where told dont need bank account in my name phoned casino 777 asked if i opened accound did i need bank account in my name told no also asked what if i won could i withdraw my winnings without having bank accout recorded this asked again r you sure dont need a bank account in my name said know then told them i had account and my user name as i had witheld my number told someone will get back to me so you are acting fraudulently tell dont need account then dont want to pay i have applied to get a netteler acount but sure you will find more excuses im not going to be lied to to obtain money under false presentation and sayimng its not you is excuse you told me dont need account look on here told another person complaining dont need account look on this site from you you cant tell customers one thing then say its not you i will not let this go and will take it to the highest level for you to do whats right

Posted on April 3, 2013

also gave you my partners birth certificat as asked for told you in her maiden name told that would be ok then saying you want more

Posted on April 5, 2013

Dear Stanley,

The chat transcripts have been sent today on your e-mail address.

Also, you have received an e-mail on 27.03.2013 in regards to your withdrawal request and the documents that we are currently expecting from you before being able to validate this withdrawal.

Should you have any further questions we remain available via e-mail, phone or live support.

Customer Service 770

Posted on April 5, 2013

well answer my question why did you you tell me dont need bank account to withdraw my winning answer it you are acting fraudulently saying anything to get people to deposit so dont tell me check emails anwser why have you lied

Posted on April 5, 2013

you are a < offensive language > i have recorded your operater when i phoned up saying dont need bak account in my name to deposit and dont need bank account in my name to withdraw so dont tell me anything apart from why you told me this if not the case any other reply apart from what i have asked you to exsplain will just be you trying to make excuses

Posted on April 6, 2013

Hello Stanley,

We are very surprised to see your posts on the forum, as we strived to offer you the best assistance. It is our duty to keep our players happy and content with our services.

Please be aware that the withdrawal processing rules are established by our electronic payment agent.

Moreover, it is well specified in the rules from the site, which you accepted when creating your casino account, that the amount of your winnings, which is over the deposit registered on our site, will be processed by wire transfer:

"Also bear in mind that you can withdraw no more cash than you initially deposited via your credit card on your Casino casino770 account. Therefore, if you wish to withdraw winnings higher than the amount you initially deposited, you will need to do this withdrawal by wire transfer. This restriction is established by credit card companies and not by our Casino."

Therefore, this is the reason for which you were asked to send the copy of your bank statement, to ensure the security of your well deserved winnings that our payment agent cannot process without.

As a consequence, we are waiting to receive this document from you, to be able to process the cash out request as soon as possible.


Customer Service Casino770

Posted on April 8, 2013

im just waiting for new bank details but you still havent told me why your operaters lie told on phone and have recorded conversation dont need a personal bank account to play and that i could withdraw my winnings if i won why wont you answer why i was told this yes i will send new bank details when they arrive but answer my question why you have lied to me keep asking question but you keep changing subject so answer

Posted on April 10, 2013

Hello Stanley,

We get back to you following your new message.

Please note that our payment agent is in charge with all transactions on our site and therefore, he decides which is the most suitable method for a correct reimbursement of your winnings.

We invite you to consider that we deal with each transaction according to this security protocol. This means that there is a wide array of variables to be taken into account from our payment agent's side when processing the winnings registered on our site.

In this particular situation, as you are not the holder of the credit card used for your deposits, our payment agent required that your winnings would be validated via wire transfer.

That is why, after your withdrawal file being analyzed, you were asked for a copy of your bank statement.

Should you have further questions or queries, please do not hesitate to contact us via e-mail or chat.


Customer Support Casino

Posted on April 10, 2013

well what you have asked for i have now sent you what bank have given me address sort code my account number and iban from my new account which i had to open so lets see now what else you going to ask for i told bank why i needed account and what you were asking and now you have it now pay my money your site still dont want to answer my question you still beat around the bush and say your payment agents makes rules then tell people the truth that if you win 777 will do what ever they can to not pay your winnings straight away you have got what u wanted how long to i get my money

Posted on April 12, 2013

Hello Stanley,

Thank you for the information you have sent us!

Rest assured that it has been forwarded to our payment agent in order to proceed with the validation of your winnings.

However, we would like to point out that we have been trying to contact you in the last couple of days by e-mail and also by phone in order to confirm one final detail with regards to the payment.

Therefore, we kindly ask you to get back to us so we can proceed with the withdrawal request.


Customer Service Casino770

Posted on April 13, 2013

yes u have emailed me you are asking for a swift code well an english bank account dosent have a swift code they have a iban number which you have so you have everything that you have asked for why dosent your casino no this more tactics to delay payment pay me my money like you keep saying you are going to do

Posted on April 14, 2013

i must appologise for my last email as in correct information given to me by telephone banking who have now given me my swift code which i have emailed to you so now lets see how long i have to wait for my winnings have been trying to withdraw since 21 march but if like you say going to pay by wire transfer shoud only take few days to be in my account

Posted on April 15, 2013

Hello Stanley,

As we have now received all the necessary information, your file is complete.

Therefore, as specified in our last e-mail, you will receive your funds as soon as possible on your bank account.

Should you have any further questions, we remain at your disposal via e-mail, live support or phone.


Casino770 Customer Support

Posted on October 21, 2013

 Is this payment received?

Posted on October 25, 2013

Dear @bigboy123,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Please be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Posted on October 29, 2013

 Since there is no reply from the submitter, this complaint can be considered withdrawn and the case solved!

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