Ganamax Casino - Player’s account is not closed despite self-exclusion request.

Hello, thank you to whoever receives this message.

I'm feeling sad and angry. I requested self-exclusion from my account on Sunday because I have a problem.

I mentioned it to the casino chat, which they have saved, where I mention this gambling problem.

I sent two emails between Sunday and today, requesting to permanently close my account because I have a problem.

They ignored me and just kept saying they were going to escalate the case. I'm crying because today I lost all the money I had saved due to my gambling problem. I lost 49,000 Mexican pesos. This wouldn't have happened if they had canceled my account from the beginning. Where did responsible gambling go?

I'm crying and I don't know if you can help me or if I should go to Profeco (the consumer protection agency). I have my screenshots and the people from the chat don't want to give me my previous chats.

Please, I need help. I have proof that it was 49,000, since it doesn't appear on your website, nor do the emails I sent. Every day I opened a chat to cancel my account.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the account closure request that you sent to the casino by email on Sunday? My email address is veronika.f@casino.guru.
• Have you received any response from the casino's customer support to your email? If so, kindly forward it to me as well, along with any subsequent communication.
• Have you completed the full KYC verification process at this casino?
• Is your account currently closed, or are you still able to access it?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronika

I forwarded both emails to your email address

I haven't received a response from them; I always have to contact them via chat. In the chat, I told them I had a gambling problem and urgently needed to close the account, but they always told me it was escalated and that I had to wait.

if you completed the KYC verification

I can still access my account, please help me recover my savings

Hi Veronika, I contacted them again and at first they said they couldn't find my request until I had to send them screenshots of my email. They replied with the following screenshots, but something doesn't add up. I've been emailing them since Sunday and they always give me the same answer. I need my refund, please. This isn't fair.

Thank you for your emails and the screenshots of your chat conversations. Do you have any chat transcripts with dates and times clearly visible? I need to review when exactly you informed chat agents of your addiction, since you have not mentioned gambling-related harm as your reason for account closure in any of your emails.

Also, is your account still open, or has the casino closed it in the meantime?

Hi Veronika

I don't have the chat screenshots; I've asked customer service for them since I've mentioned it several times, but they won't give them to me. And is my account still active?

Is there any way they can send me my chats?

Dear Gabcort24

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Gabcort24,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Ganamax Casino to join this conversation and assist in addressing the complaint.

Dear Ganamax Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.