Gate777 - Two months of nightmare

Ruling

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

Hello,

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,

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