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Casino770 - Withdrawal not being paid

Complaint Info
Disputed casino NetBet Casino
Reason Delayed payment
Amount £ 240
Posted on July 23, 2014


I recently signed up on casino770 and they sent a text to my mobile with a code for a free £10 no deposit bonus. So I happily went on the site and used the code. Luckily I managed to build the £10 up to £210 on just slot machines this was after wagering 30x (£300) the bonus. I checked the terms and conditions which explained before withdrawing I would need to deposit £30. I was happy to do this as I thought I would just be able to withdraw immediately after depositing... To my surprise they then gave me a 100% matched 1st deposit without asking if I wanted this. This obviously annoyed me as now I couldn't withdraw the original winnings or my deposit as now I had to now wager 30x this bonus (£900) before I could withdraw again. So I thought I was scammed in to this without really explaining that would be the case, never really a good start to joining a company.. But again luckily with my new balance of £270 with the £30 deposit and 100% matched £30 on top of the £210 I managed to stake out there ridiculous requirements basically where I left it with £270 balance. So now at this stage it allowed my withdrawal request minus the £40 bonus they had given me so allowed a withdrawal request of £230.

This is where the fun began as then came the emails requesting Identity documents which I explained I didn't own any passport or drivers license, however after a conversation with one of the payment verification departments they offered a solution where this would not be required. They said if I opened a SKRILL (money bookers) account then I wouldn't need to send these documents as they were in partnership with them. So I went ahead with this and set up a money bookers account as this sounded good to me as the original bank account I used to deposit was closed anyway so gave me an alternative to withdraw in to. I then realised that upon opening this money bookers account I had to deposit again to this site before I could withdraw via the same payment method. This I did however as it seemed the only way to withdraw the money I had deposited and also the money I had won.

So at this point I now had to arrange to cancel my original withdrawal request which they happily arranged immediately, the only thing they have arranged immediately I may add (probably because they thought it was to give up and just gamble the balance). I then requested the new balance of £240 to be withdrawn now through the registered money bookers account....

To my surprise they instantly asked for all the same documents they originally asked for which I haven't got, so there resolution just meant they had another £10 off me and lied to do so. In the end I made arrangments to get a birth certificate and a number of screenshots which they finally accepted after a week of daily discussions with then over the phone and via there online live chat....

So to round it off after all that now they are not communicating at the final stage of withdrawing. All that needs doing is the withdrawal to be validated to be paid in to my money bookers account to which there response is the same every time.... 'we have passed that on to the relevant department and will contact you shortly'. I seriously can not believe how unbelievably bad this casino and website this is. This site should surely be closed down after all the complaints I have read about it.... All in all I have been waiting since the 08/02/13 and feel I have got nowhere, please help resolve this as my dealings with them seem to be like a broken record. even if I receive the winnings I still would like to know how sites like this are allowed to get away with this.

Posted on March 6, 2013

Is there any reason why there is no reply and why this has not been posted publicly yet?

Posted on March 7, 2013

Dear Chevaunne,

Your complaint on this forum is surprising, as we have done everything in our power to solve your situation.

Kindly be reminded that your file was incomplete and we have contacted you both by e-mail and by phone in order to inform you of the required documents.

After your file was completed, our payment agent was able to process your withdrawal request of 240.14 GBP, which was validated on 2013-03-06. An e-mail of confirmation was sent to you the moment the withdrawal request was validated.

Therefore, we kindly ask you to check your bank statement within the following days, and get back to us if you have any further inquiries.

Please take into account the fact that every withdrawal request has certain procedures which need to be followed.

We thank you for your patience and understanding and we remind you that we are available on chat and e-mail 24/7, for any questions you might have.

Best regards,

Customer Service

Posted on March 7, 2013

I have now received the funds in to my account, this however does not remove the fact that your incompetence to dealing with a complaint is anything other than pathetic. I can not believe the time it took to get to this resolution.

My word of advice to your unbelievably bad casino would be to take identification documents upon signing up and before any deposits can be made. This would allow genuine gamblers to know there will be no problem when withdrawing. I know this will not happen however as this is part of your money making schemes that you have in place.

And for you to question why I raised a complaint confuses me some what as any normal casino that accepts a deposits does not take a month of back and forth chats to the same people, receiving the same answers. I assume I only received the withdrawal because I registered the complaint on askgamblers.com. I may be wrong but coincidently when I advised you of my complaint externally you finally arranged my request. I also have a statement quoted by yourselves in the original email requesting documents stating:

'Once we have received the requested copies, we will be happy to offer you a £ 30 bonus, so that you can go on having fun with Casino770.'

Just another promise that wasn't arranged. I strongly advise people to avoid at all costs as this is easily the worst online casino I have played on. the odds are already stacked against you gambling but to add to that percentage obviously certain casinos get greedy and this is one hungry casino. They have no complaint process, they have no management to deal with, they have no contact with specific departments other than email and they have no idea how to deal with people... Happy to take your money, extremely reluctant to pay anything back, stick to your main stream casinos and avoid these dodgy scam artists like the plague.

best regards

Posted on March 8, 2013

 babichickan, is this complaint solved?

Posted on March 12, 2013

Dear @babichickan,

Please confirm if the issue has been resolved. Please be in aware that 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 March 16, 2013

 This complaint can be considered solved!

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