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Gate777 - Two months of nightmare


Found for the Casino - Gate777 have provided sufficient evidence to demonstrate that this player's account is unnaturally associated with other player accounts.

Read our Gate777 Casino Review.

Player's Complaint


I am contacting MGA to inform and to make a complaint about two MGA licensed casinos, SpinRider and Gate777, both operated by White Hat Gaming ltd.

The aforementioned casinos have been intentionally asking me for documents in order for them to pay my winnings for several months, yet both of them informed (after doing the regulary KYC check multiple times), that they will confisticate all of my winnings, with no proper reason. This extremely frustrating process began on 10.12.2020 when I played these casinos. 

I won 872,05€ from Gate777 and 763,80€ from SpinRider. Upon winning, I immediately decided to withdraw my winnings (after the wagering requirement was completed) and I made sure I followed all of the terms and conditions, which I carefully examined before ever even making a deposit to these casinos.

There was nothing out of the ordinary while making the withdrawals, the casinos asked for the regular KYC (Know your customer) procedure to be completed and I did this in a matter of days. However, this was not enough for either of the casinos and they (Gate777) asked me to send my bank statement from 1.11.2020-12.2.2020, which I sent to them straight away. A couple days went by and neither of the casinos sent me anything or informed me to re-complete the KYC check. So I decided to go to their (Gate777) live chat. This time they informed me that I must send my bank statement again to them with the difference, that it must be from 1.10-31.08.2020. This was not a problem for me but it did raise some red flags since why would they need multiple bank statements from a period of 10 months for one withdrawal of less than a thousand euros? On 20.12.2020 Gate777 sent me an email confirming the receiving of these documents and saying that they will check them in a matter of 2 days. However, nothing was sent to me via email, nor via my casino account before I personally went to the casino live chat on 5.1.2021 to ask what was going on. This time Gate777 informed me that I must send in my residence certificate (once already sent) as well as a selfie while holding my passport. Immediately I did this and sent them the documents they asked for. Again they said that they will process this in the matter of 2 days. Again they did not contact me ever. So I decided to return to the live chat on the 17th of january 2021, twelve days after they said they’ll process this in two days. This time they decided to inform me that I need to send in my bank statement (yes, for the third time), but now with the difference that it must be from the period of 10.12.2020- 20.12.2020. It took two days and they contacted me via email to let me know that they will need a bank statement (fourth time) from the period of 1.10.2020-15.01.2021. I kindly informed them that I must wait until February in order to get my bank statement from January from my bank. So I wait until February first to do so. This has been extremely frustrating, Gate777 has been asking me for multiple bank statements and other documents over and over again with many contradictions regarding their earlier demands. On 14.2.2021 they sent me an email confirming a withdrawal of 100€, only the deposited amount of money. I immediately went to their live chat to ask what was going on and they did not even answer with any useful information, just by avoiding the question. On 16.2.2021 they informed me that they are refusing to pay my winnings. Absolute nightmare with this casino, two months of sending my private information and contacting them multiple times, for nothing. 

With SpinRider Casino, their actions were very similar throughout the same period of time. They over and over again asked me for different personal information regarding photos of my passport, bank statements, residence certifications, etc. However, it seems like they never had any intention to pay my winnings from their casino, their only intention seemed to be gathering extremely delicate and private information of private individuals for god knows what purposes. Their actions had no morals whatsoever and I feel that this kind of actions does not belong to casinos holding the MGA license, a symbol and a guarantee of trust and safe playing online. Therefore, I am making this complaint of [EDIT] unethical activity of White Hat Gaming ltd. casinos. 

Yours sincerely,

Read the casino review

2 Responses

User icon
March 18, 2021

Hi slottimoi - 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 can find out for you.



User icon
April 4, 2021

Gate777 casino has provided sufficient evidence to demonstrate that this account is unnaturally associated with other accounts in breach of terms and conditions. As such we will take no further part in the representation of this player's claim.

No further posts will be approved on this thread.


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slottimoi 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

March 18, 2021

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