Casino withdrawal stalled for almost 2 months

[Triple A]

Several months ago I signed up at this online casino with my Revolut account, I was verified nicely and in the following months I deposited over 3700 euros in total, no luck. In September I win a nice amount with a low deposit. Now arrived at the payout I am told by customer service that paying out to a Revolut account is not possible. I was literally lied to by the customer service, I had to write in an email why I do not have a Dutch account and then the so-called manager would do her best for me so I would receive the money quickly, after waiting weeks no response. Again I was lied to. From the customer service I was then suddenly told that under no circumstances could be paid to my account.
On October 19 I filed a complaint with their complaints department after talking to a lawyer. Then suddenly it was that there are problems with payouts from the provider because of Revolut's move to Lithuania, something that has been almost 2 years ago. That is different again from not being able to pay out "at all". Too bad customer service was lying I guess then. To date there is no warning anywhere that Revolut is experiencing problems with them. I have been waiting since September 28 for that payout and we are almost in December now. Every time I am told to be patient, but this is not normal anymore hence this review to warn others about the practices Casino777 pulls off.
I then started poking around and found out that on the Belgian variant there was also someone in 2019 who also already had problems with Revolut with them. And since the Dutch variant also makes the payouts through Belgium, surely it's too crazy for words that this is still not solved in 2022 and I am the brunt of this.

Below is a review someone posted in 2019 on the Belgian variant.

"Fraud. Beware! The gladly accept deposit with Skrill, but has stalled my withdrawal for many weeks because they claim they are experiencing "difficulties". They can't withdraw to my VISA card, and they can't withdraw to my bank account, because I have a bank account with Revolut. Casino777/Bet777 does not tell its players that they are unable to withdraw funds. However they suggest that I could return the money to the casino and "play more". The also suggested that I could fly back home and open a bank account, pay a 50 pound yearly fee, and also a 60 pound foreign exchange fee for the transfer which they will not reimburse."

I sent them another email a few days ago and I am just ignored. When you play at an online casino, you should be able to trust that you will just get your money in your account cleanly and ASAP and not get hassled.

 

[sufferinsilence]

If the amount is worth it I would visit their b&m establishment Casino de Spa and start making a fuss... Probably not the best advice but you'll be heard.

Aren't casinos heavily regulated since the new Dutch gambling laws came in effect? Have you tried getting in touch with the KSA, or even just told support you'll involve them?

 

[Triple A]

If the amount is worth it I would visit their b&m establishment Casino de Spa and start making a fuss... Probably not the best advice but you'll be heard.

Aren't casinos heavily regulated since the new Dutch gambling laws came in effect? Have you tried getting in touch with the KSA, or even just told support you'll involve them?

The KSA takes complaints but you won't get to know the outcome. If this takes longer I will go to Casino de Spa and make a fuss. I'm tired of waiting.

 

[L&L-Jan]

For members not living in NL or with not much knowledge of the gambling act there:

When a player registers they need to provide their "contra" account. In order words: A bank account where all withdrawal go to. This bank account needs to be verified by the operator if the bank account belongs to the player (this is a requirement before a deposit can even be made). This can be done automated by the use of 3rd party service providers, or by a manual check. E.g. ask the customer to submit a bank statement.

It appears in this case that the player has provided a statement upfront from Revolut to prove the contra bank account belongs to him/her/they/them/x. It got verified, he was able to deposit but upon a withdrawal request he got a told we can't pay out to Revolut.

Personally, I think it's lame. Any Revolut account has an associated IBAN and I don't see why a regular bank transfer will not reach his revolut account.

 

[Triple A]

For members not living in NL or with not much knowledge of the gambling act there:

When a player registers they need to provide their "contra" account. In order words: A bank account where all withdrawal go to. This bank account needs to be verified by the operator if the bank account belongs to the player (this is a requirement before a deposit can even be made). This can be done automated by the use of 3rd party service providers, or by a manual check. E.g. ask the customer to submit a bank statement.

It appears in this case that the player has provided a statement upfront from Revolut to prove the contra bank account belongs to him/her/they/them/x. It got verified, he was able to deposit but upon a withdrawal request he got a told we can't pay out to Revolut.

Personally, I think it's lame. Any Revolut account has an associated IBAN and I don't see why a regular bank transfer will not reach his revolut account.

They told me that their payment provider is experiencing problems to Revolut accounts. It's hard for me to believe this. As I saw that review from 2019.

 

[Triple A]

They wrote me this more than a week go,

Dear player,

As previously indicated in our previous email correspondence, we would like to ask you once again to remain patient. We would also like to remind you that the complaint process can take up to 8 weeks, due to the dependency on a third party. We are doing our best to process the payout as quickly as possible, and there is no doubt that your payout will not be processed.

As soon as we have more information about the exact date of your withdrawal we will contact you. Until then we will continue our investigation.

Best regards,

777.com team

 

[Triple A]

I found out that I have a Belgian bank account which is still operative, I've sent an account statement and told them that they can wire the money into that account. Hopefully there's an end to this..

 

[Triple A]

I just received the money! It's solved.