Apuesta Gana Casino - Player struggles to close account and access withdrawals.

I deposited 100 pesos and worked my way up to 1000. I requested a withdrawal on the 27th, but after a few days, it was cancelled without any reasons given. I requested another withdrawal, this time of 100 pesos, to see if it would work, but to date, no deposit has been made. I've had it with this casino and decided to close my account. I consider myself a gambling addict and while my main issue is the inability to withdraw, I'd rather not run the risk of depositing with them again. The problem is I can't seem to close my account on my own, so I asked them to do it. They claim it can take 24 to 72 hours, but even citing my gambling addiction, they refuse to close my account. I've given up on those 100 pesos I was trying to withdraw.

The casino advertises itself as having "the quickest withdrawals," which I can confirm is false. I've already sent an email to the government asking for assistance, but I thought I'd also make my grievances known here.

Dear SoyOskarSanchez,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Apuestagana.mx.

Please note we find it reasonable for the blocking of your account to take up to 3 business days after you inform a casino about your gambling addiction.

I would like to ask you to stay patient and allow the process to complete.

Also, please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if you completed account verification in the casino?
• Have you previously had any successful withdrawals from the casino in the past?

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.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

I carried out the verification, it is something I always do before betting to avoid delays in withdrawals.

I had not withdrawn with them, I went up to 1000 pesos and that for me is already a good profit so I proceeded with the withdrawal that never arrived since they canceled it but they did not tell me the reason nor did they give me options to do so, I proceeded to withdraw 100 pesos as a second test and it didn't arrive either, I got tired of waiting and I spent the money I had left (900) and asked to close the account, yesterday night I went in and saw that I had the 100 pesos that I had withdrawn again and I requested again the withdrawal but the way things are going I will never receive them.

Thanks for the clarification.

• Was your account closed as per your request?
• Was your withdrawal processed in the meantime?
• If you discussed the situation with the casino please forward your chat transcript or email correspondence with the casino to my email at tomas@casino.guru

The account has not been closed but I was able to withdraw, I do not have a transcript.

With having withdrawn I am satisfied, I will try not to enter the casino again due to the bad experience I had.

Dear SoyOskarSanchez,

I am glad you were able to withdraw your winnings.

I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool. 

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason for my decision is xxx (gambling problems)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to soporte@apuestagana.mx (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Dear SoyOskarSanchez,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I think I'm going to continue on my own, and with the fortune of having withdrawn I'm satisfied, although my account is still active, I don't plan to return.

Should we try to contact the casino on your behalf?

Have you sent the request according to the template I posted earlier?

It is not necessary to communicate unless it is of some use to you, I am avoiding entering and I did not fill out the template.

Is there any other way I may assist you? If you refuse to follow our recommendation to send a new request based on the template, we'll close the complaint. Feel free to take advantage of the tools available on our website regarding responsible gambling:

• I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool. 
• This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
• Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_137=true)

Dear SoyOskarSanchez,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear SoyOskarSanchez,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru