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Gate777 - Never received wire transfer/Cashout


Resolved - Both the submitting complainant and Gate777 Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Gate777 Casino Review.

Player's Complaint

Had made a cashout request June 2nd.

Have had previous cashouts to same bank account so that can't be an excuse. (had a couple other issues prior but let them go)

Afer 2 weeks I let them know I never got the wire and my bank checked and there was NO attempt to wire anything to my account anytime from June 3rd until June 15th I believe is when I went into the bank.

Sent Gate777 statements etc. proving I never got it but would not provide me with proof that they sent it.

I have a few chat transcripts and a ton of emails with an account manager, customer service and their accounts team. Their site claims they process wires on Tuesdays so tomorrow being Tueday July 7th I felt safe to assume they could guarantee me that this will be wired tomorrow. They did not guarantee but just brushed me off with canned responses like "please be more patient and the right department will contact you when ready" This small cashout has taken time from my life for going to banks, downloading documents, contacting by live chat and email constantly and them never emailing me when promised I feel like I will never get my funds. It is a small amount relatively but my money is my money and this is just so wrong.

Thanks in advance for any help.

Oh I had no bonuses etc. They do not allow cashouts if you have any rollover and my cashout was in fact accepted on June 2nd after they verified bonuses and rollovers etc.

Read the casino review

9 Responses

User icon
July 7, 2020

Hi heyave - welcome to!

As we are the ADR for the White Hat Gaming license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – and the terms of use for our complaint service here -

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

I'll contact the operator and see what we can find out for you.



User icon
July 13, 2020


So I got an email on Wednesday July 8 claiming they processed the withdrawal.

Still have not received it and when I receive wires from other casino operators I generally hav the funds within 2-3 days max.

I will give it 5 business days but I expect to not receive it.

Please let me know if you need anything from me.


User icon
July 21, 2020

Hi Pogg,

So the site claimed they sent another wire as mentioned July 8th and to no surprise after I never got it until today they just replied to my email saying that from their investigation it was sent and to check my bank.

I have checked with my bank and they saw NO incoming wires that were coming through

That said it is not my bank's issue as I play n another casino alsoMalta based and they have sent me 3 or 4 cashouts within 3-4 days of requesting it so my account does receive wires.

Please let me know if you require any chat transcripts or emails


User icon
August 10, 2020

Hi heyave,

Gate777 have informed me that this issue has been addressed and relevant proof of payment has been provided to you last week. Have you contacted your bank to locate the missing transaction?



User icon
August 10, 2020

Hey Pogg,

I supplied all proof.

Also on he document THEY supplied me I spotted myself that they had an extra 0 on the bank identifier code.

Now they want me to go to the bank and get a FOURTH document/letter from the bank stating they never got the wire.

I have supplied them with proof I never got it and provided them statements etc.

This has been going on since June and I just asked them to send to the right bank and we would be ok but they are now ignoring my emails as they have throughout this since June when it started.

They have sent me wres in the past so how they just randomly added a 0 to the bank identifier is beyond me

User icon
August 11, 2020

Hi heyave,

If it is a leading zero this ordinarily wouldn't make any difference.

Can you obtain the document from your bank?



User icon
August 17, 2020

Hi heyave,

I'm following-up on the above?



User icon
August 18, 2020

Hi there,

Sorry for the slight delay

I went back into the bank and this time they saw it finally came in but as an EMT not a wire but we are good to go now!

Thanks so much for your help as I feel it really helped.

I am giving them another shot even.

Thanks again!

User icon
August 20, 2020

Hi heyave,

Thanks for letting us know - it is appreciated!


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heyave consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Gate 777
  • Malta Gaming Authority
  • Curacao eGaming
  • United Kingdom Gambling Commission
  • Imperium Network Solutions Limited

July 7, 2020

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