Gate 777 Casino - Il giocatore sta lottando per ricevere le sue vincite.

Hello

This applies to a casino company with name on website www.gate777.com

I registered a couple of days ago so March 1 and I made a deposit of SEK 6000 and won SEK 4000, so I made a withdrawal of SEK 10000 and paused 24 hours for them had a function where you can cancel the withdrawal so you were afraid of losing everything . So I came back after a day and I saw that the money is still there I paused again for 24 hours. And after a couple of hours the money was in my account. You became happy of course. So I was going to do a replay, on the 3rd of March I put in 6000 SEK and won 4,000 SEK and as last time I made a withdrawal of 10000 SEK and break 24 hours. But this time did not go and log in at all even though it has passed a day. So I contacted their support via live chat and told the story then the girl said if I could wait so she could ask the right department, sure I said, so she came back and said my account is closed due to updates, and they are waiting for answers. As soon as they get the answer, send them an email to me. Then I said what to update, what is the purpose or reason for closing account just so why without even notifying. No I got no answer, the only thing she could say is that I have to wait until they mail. And how long to wait, she didn't know it either.

So my question to you who are knowledgeable. You can do this to your customers and be treated this way.

If you have closed an account then those who work there should know why and inform if there is some type of document verification or something.

I have been playing for so many years and have never been to anything like that.

Am very grateful for tips or help

Mvh Moses

Hejsan

Det gäller ett casino bolag med namn på hemsida www.gate777.com

Jag har registrerat mig för ett par dagar sedan alltså 1 mars och jag gjorde en insättning på 6000kr och vann 4000kr, så jag gjorde ett uttag på 10000kr och pausade 24timmar för dem hade en funktion där man kan avbryta uttaget så man var  rädd att förlora allt. Så jag kom tillbaka efter ett dygn och jag såg att pengarna är kvar fortfarande jag pausade igen 24timmar. Och efter ett par timmar var pengarna på mitt konto. Man blev glad förstås. Så jag tänkte göra en repris, den 3e mars satt jag in 6000kr och vann 4000kr och som förra ggn gjorde jag ett uttag på 10000kr och paus 24timmar. Men den här gg gick inte och logga in överhuvudtaget fast det har passerat ett dygn. Så jag kontaktade deras support via livechatt och berättat historia då sa tjejen om jag kunde väntar så hon kan fråga rätt avdelning ,visst sa jag, så hon kom tillbaka och sa att mitt konto är stängd pga uppdateringar, och dem väntar på svar. Så fort dem får svaret så skicka dem mail till mig. Då sa jag vadå för uppdatering,  vad är syftet eller anledning med att stänga konto bara så därför utan att ens meddela. Nej jag fick inget svar, det enda hon kunde säga är att jag få väntar tills dem Maila. Och hur länge ska man väntar visste hon inte det heller.

Så min fråga till er som är kunniga. Kan man göra så mot kunderna och bli behandlad på det här sättet.

Har man stängt ett konto då borde dem som jobbar där veta varför och informera om det är något typ av dokument verifiering eller något.

Jag har spelat så många år och aldrig varit med om sånt.

ÄR mycket tacksam för tips eller hjälp

Mvh Moses 

Dear Moses,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem, even if I’m not sure that I have understood it completely. Please could you confirm that you tried to take a time-out after you have accumulated your winnings and now your account is closed? I have checked terms and conditions, and this is what I found (https://www.gate777.com/playerprotection):

"Time-out (take a break)

You may temporarily block yourself from the Website for a period of twenty-four (24) hours up to six (6) weeks by accessing Responsible Gambling from within the My Account section of the Website or by clicking here, and selecting your required time-out duration. On confirming the time-out duration, your account will be immediately suspended, and you will not be able to login to your account until the selected duration has expired. Any request to undo your time-out period will only come into effect after a 24 hour cool off period.

During your time-out, any balances and advance wagers that you have placed will remain and any winnings will be credited to your account. You can only access your winnings after the cool off period has ended. It is possible that bonuses may expire during the time-out period, in accordance with the bonus terms and conditions. We cannot reinstate any expired bonuses if the account is reopened after the time-out period."

To conclude, your account was closed after you have accumulated winnings and asked for 24-hour time-out? I hope, we will be able to help you with your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I have taken a break for 24 hours thus timeout. But now it is 3 days and account is closed. I just wanted to know why🙁

Jag har tagit paus 24 timmar alltså timeout. Men nu är det 3 dagar och konto är stängt. Jag ville bara veta varför🙁

Thank you very much Moses for providing all the necessary information. I will transfer now your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Moses,

I looked at the complaint and understand the issue. I would like to ask the Gate 777 Casino for a response.

Im still waiting for answer. 

They can't answer for simple question why they close my account 

Is that normal?

Hi Moses,

This message is to let you know that your complaint is currently under review.

We will get back to with an update as soon as possble.

Kind Regards,

Gate777

Dear Moses,

Our team have reviewed your complaint and we wish to thank you for your patience and understanding whilst this review was being undertaken.

Here at Gate777 we pride ourselves on ensuring that our players enjoy our services in the most responsible way. Our records confirm that on 1st March 2020 you submitted your withdrawal request and subsequently opted to make use of the ‘Take a Break’ option, which in effect excludes you from using our services for a period of 24 hours.

When this pattern was identified, we imposed a temporary suspension to your account, as withdrawals are subject to certain reviews which take up to 48 hours generally, which surpass the ‘Take a break’ option's period, you selected.

We are pleased to confirm that your withdrawal was however processed on 2nd March 2020 to the account linked to Trustly and would have cleared within 2 – 5 business days thereafter.

Further to the status of your account, we note that as no internal dispute was raised with ourselves, the suspension remained following receipt of this dispute, in accordance with our Complaints and Disputes Procedure – outlined in Clause 21 of our Terms and Conditions https://www.gate777.com/terms.

We therefore encourage you to reach out to our Complaints Team directly on complaints@gate777.com for further assistance in this regard.

Trusting this brings clarity to the matter.
 

Kind Regards

Gate777

This is not a complaint, I have been playing since 2004 and registered with 10 different companies and I can say that I have never experienced or been treated this way, I think you should get at least one answer as to why you closed the account. I never got it, I also emailed and got no reply, I talked to your support and they said it can take up to 21 days, a serious company absolutely does not do so. Just getting a response takes 21 days sounds absolutely not normal. It's been 11 days now and I still didn't get an answer.

It is frustrating and hard to work in this way. That you ignore your customers. Had I not written here to the guru then you would not have heard from you.

You should really be ashamed. Or maybe you do so because you want people to give up? I will never do that just so you know.

The fact that you could not answer why my account is locked proves that you are Sweden's worst gaming company.

I'll hear from you after 21 days

Best regards / Moses

Det handlar inte om klagomål, jag har spelat sedan 2004 och registrerat hos 10 tals olika bolag och jag kan konstatera att jag har aldrig upplevt eller blivit behandlat på det här sättet, jag menar att man borde få åtminstone ett svar till varför ni stängde konto. Det fick jag aldrig, jag har även mailat och fick inget svar, jag pratade med era support och dem sa att det kan ta upp till 21 dagar, ett seriöst bolag gör absolut inte så. Att bara få ett svar tar 21 dagar låter absolut inte normalt. Det har gått nu 11 dagar och jag fick fotfarande inget svar.

Det är frustrerande och jobbigt att ni arbetar på det här sättet. Att ni ignorera era kunder. Hade jag inte skrivit här till guru då hade ni inte hört av er.

Ni borde verkligen skämmas. Eller kanske ni gör så för att ni vill att man ska ge upp? Det kommer jag aldrig och göra det bara så ni vet. 

Att ni inte kunde svara på varför mitt konto är låst bevisar att ni är Sveriges sämsta spelbolag. 

Jag hör av mig efter 21 dagar 

Best regards/Moses 

Hi Moses,

I talked to a casino rep and I was informed that your issue was already resolved. Since you stated that this wasn't a complaint and the problem no longer exists, I will close the case accordingly in our system. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter

We’ve reopened this complaint as per the player’s request. 

Hi Moses, you asked for a reopen, but I'm not sure how I can help you and what I can help you with. I chatted with a casino rep repeatedly. I asked them to provide relevant evidence that they send you the money and they did. So since you received your money, is there anything else I can assist you with?

I want an answer to why did they close my account?

If I get an answer then I am satisfied.

It's been 17 days without knowing why.

Is this normal?

Mvh Moses

Jag vill ha ett svar på varför stängde dem mitt konto?

Om jag får svar då är jag nöjd.

Det har gått 17 dagar utan att veta varför.

Är detta normal?

Mvh Moses 

I got an answer after 20 days of waiting 

Dear Moses,

Kindly note that following a recent review of your account and correspondence we have taken the decision to suspend your account with Gate777 Casino.

We note that we hold an explicit right to accept or decline account applications and draw your attention to Clause 4.3 of our terms and conditions https://www.gate777.com/terms which confirm "Acceptance of an account application is within our discretion"

The decision taken in this respect is final.

Kind Regards

Casino Management

So my question is how comes?

Is that normal to do that. Is that because I open an account and won and they are afraid that I continue to win? So they make a decision to close my account without any reason?

I have never ever seen like this before.

So please don't recommend to the poeple if they behave us like that. That's absolutely not normal. A serious company can never do like that 

I would be happy if I found out why they did so and I would accept their decision if i get an answer 

Best wishes Moses 

Hi Moses,

I chatted with a casino rep and the casino's decision is permanent. A simple answer to your question if the casino can exclude a player would be "yes".  As mentioned before, casinos hold an explicit right to accept or decline account applications within their discretion. Since your primary issue was resolved, I will now close this complaint. I can't penalize the casino for not letting you play. I wish I was of more help. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter