Gana777 Casino MX - Player claims that payment has been delayed.

A few days ago I deposited $5,000 Mexican pesos, I made bets and lost a little, I decided to withdraw the remaining $4,500, the casino accepted and made the withdrawal, in fact on their page it appears as paid and they sent me an email where they said they had already paid me but the money never arrived in my bank account nor did it return to the casino, I have been communicating with them every day and they come up with different problems, which according to them they have problems with the bank among other things.

Dear spartaco87,

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.

My account has been verified for a long time, I had already made deposits and withdrawals in the past, using the same method I requested this time, and now the casino doesn't even give me answers; they close the chat.

The famous 72 hours they asked for to solve the problem have already passed, now they don't even answer the chat, they just close it so as not to give explanations, they stole my $4,500, I will file a formal complaint with Profeco.

and is there any point in filing a complaint?

Dear spartaco87,

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.

Dear spartaco87,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Nick
Casino.Guru