Gate 777 Casino - O levantamento dos prémios dos jogadores está atrasado.

I made my withdrawal request on June 4, 2025 via Interac E-transfer, the method with which I made my deposit. After waiting the casino's mandatory 24 hour pending period before they process any withdrawals, my withdrawal was rejected with the reason given being Interac "failed". After asking what this meant, I was told I need to "validate" the transfer on my end. This didnt make any sense at all because Canadian bank accounts automatically receive Interac e-transfers and the bank doesn't need to validate them individually. Even though i knew this already, I called my bank and they confirmed my understanding. I relayed this back to the casino and asked they contact their payment provider who dealt with Interac payments/withdrawals and they ignored my response and kept telling me like a broken record that I had to have it validated on my end. I asked If i could try a different withdrawal method to which they agreed and so I chose Much Better Wallet, a method i had used to deposit before. Again, the withdrawal was rejected for the same reason (it "failed") without giving any further explanation. Again, I asked them to get in touch with Much Better, because i couldnt understand how both Interac and Much Better both "failed". I was then told that if I wanted to make the withdraw I will have to do a Bank Transfer (i.e. wire transfer). I was hesitant to do this as Interac has a processing time of 1 day or less and Much Better is instant whereas Bank Transfer is 3 - 5 business once sent by their bank. If I knew these other methods which are advertised on the casino's website werent available i wouldnt have deposited and played at the casino as i usually play at crypto casinos and know quick withdrawals are possible. The fact that Interac and Much Better were rejected without any good explanation made it seem like the casino purposefully wanted me to choose bank transfer which I am now suspicous about given subsequent events.

I begrudingly agreed to accept the winnings via e-transfer. After submitting my bank info, I was told the withdrawal was now in processing and I would receive an email when the transfer was approved and sent out. On Friday, June 6, I received an email from the casino stating my withdrawal has been sucessfully processed and that "While most withdrawals will be with you within 2 hours, please do allow for a up to 5 business days for the funds to reach your account." I responded to this email immediately asking the staff for additional basic details about the bank transfer so that I had the relevant information to give my bank for tracking purposes. It is customary for a sender to provider the recipeint with this info. I asked for info on the sending bank and the FedID, a 16-digit reference # which is how receiving banks can track int'l transfers. I knew this is what was required from past wire transfers and any google search on the topic will show that the FedID is necessary to track any wire transfer. I didnt receive a response to my request until the following Monday when customer support provided me a PDF they referred to as a "proof of payment" from Inpay, their payment provider who handles wire transfers. The document included 2 reference #s, but neither were the 16-digit FedID. It was also unclear if Inpay was the sending bank or if they were just a third party.

I replied asking for the outstanding info and after 2 days I received a response that there is no FedID and that my bank would be able to track the transfer using the info I had been provided. I called my bank to ask if the ref info i had was sufficient, and they told me no - they needed the 16 digit fed ID. I relayed this back to Gate777 and was told until 5 business days had passed, and if i hadnt received the transfer i could send them my bank statement demonstrating it wasnt received and a letter from my bank stating the tracking infor wasnt sufficient. I am left baffled by this as any credible company processing wire transfers knows that every international transfer has a FedID. I waited patiently hoping the transfer would appear in my account however 5 business days have now passed and my bank has not received any wire transfers to my account. They will not provide me a letter because i was told the sending bank will have given it to the sender theres no reason for any documentation. I have relayed this back to casino and given my bank statement from the past 5 days.hey have not yet responded to that email. I notified them via email today that my bank is unwilling to give me a letter but i did provide my bank statement from the past 6 days. I contacted live support and their payments team had left for the day. I've contacted them twice and received no further reply.

I am concerned that this transfer was never sent and that Inpay is not a legitimate company. The hesitancy to provide me the basic informaiton about the transfer is troublesome as was the rejection of other, quicker, trusted methods.

Dear charlixcx,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

As per the details of my complaint, the withdrawal has been fully processed and the max timeframe for the bank transfer has passed. The casino is witholding essential tracking information and delaying conversations with their provider. I feel my complaint is warranted to be investigated now.

Dear charlixcx,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

i notified the casino Friday end of day and then again yesterday that the five business days had passed and I had not received the funds. I told them my bank cannot use the reference numbers they provided me with and asked they get in touch with their provider and ask for a status update on their end - as they should be able to track the transfer - and to provide me with the relevant tracking number . The casino got back to me yesterday requesting I send them bank statements for June that demonstrates I have not received the transfer and only after they received this will they follow up work their payment provider. This was frustrating given they are able to track to transfer as the sender. so they can see I haven't received it without me having to prove it! It was an unnecessary delay. Regardless, I forwarded them my bank statement right away and early this morning (Tuesday) they provided me a new reference sheet from a different payment provider but which had the same reference code as the original. They requested I Contact my bank and share this new information and that they should be able to track it. It was unclear whether or not the company indicated on the original reference sheet (inpay) was the sending institution or if this new company (privalgo) was the sending institution . I responded to their email asking for clarification hoping they would be prompt so I could follow up with my bank quickly and know what to tell them but they have yet to respond with an answer to this question.

I called my bank anyhow asking if they could find a transfer sent from Privalgo instead of Inpay. My bank searched for any wire transfer sent to my name from any institution and to any account number (In case my account was entered incorrectly) and there is no record of any transfer sent to me. They told me that the reference codes given to me are not what is typically shared for an international transfer and that the only way they can check the status of a transfer they haven't received is if the receive the standard swift reference code that is 25-30 characters (numbers and letters) and includes dashes. However they stated that in cases such as this , it is really the senders responsibility to track the transfer as they are able to see the route the transfer has taken and where it currently stands.

This is the same message my bank has been sharing with me when I checked in with them last week a few times and is what I've told the Gate777. I emailed them again today sharing this information. I have yet to get a response from them.

I don't understand how the sending institutions can say they've sent the funds but my bank hasn't received anything and it concerns me the information provided to me is not typical.

Dear charlixcx, please allow me to ask you a few questions, so I can understand the whole situation completely.

When exactly did you submit your initial withdrawal request? Can you send a screenshot of your withdrawal request from your casino account?

Could you share the documents you mentioned earlier, such as the proof of payment(s) you received from the casino or the bank statement?

Have you received any additional response from the casino since your last update?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Hello - early this morning the casino acknowledged the bank transfer had failed and agreed to send me my winnings via Interac, my original preferred method. They processed it quickly and it was in my bank account just shortly after the casino approved it.

While it is still frustrating I had to go through all this rigamarole only to end up getting the withdrawal with the method i originally wanted, I am grateful to Gate777 for ultimately correcting this and following through. And thanks to Casino Guru for your attention to this.

Dear charlixcx,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika