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.

Gabcort24

The casino has responded via email, and I have pasted their response below for your reference. I would appreciate your comments on the points they have raised.

Additionally, if you have any further communication or evidence relating to this matter that has not yet been shared, please provide it, as it may assist me in assessing the complaint more comprehensively.

The casino's response:;

Hi Munya,

Thanks a lot for your question.

When we received his initial request, we followed our standard responsible gaming procedures. We offered him a cool-off period, account management tools to help him stay in control of his activity, and we also asked whether there was any additional support we could provide before proceeding with the self-exclusion request.

There was a genuine effort to explore alternatives and provide further assistance. Unfortunately, he did not respond to our follow-up emails and ultimately chose not to engage with our attempts to assist him further.

Regards,

Juan

VIP Management

I requested self-exclusion because they only offered me the option to deactivate my account for 24 hours, which doesn't help me with my gambling addiction, which I told them myself. You can't give someone with a gambling addiction the option to rest for 24 hours. I told them this several times via chat, and they refused to help me. This was before I made my large deposits. I've requested my chat logs, and they refuse to send them to me.

Gabcort24

Thank you for your response. I would greatly appreciate it if you could kindly forward to me all the emails you have received from the casino, particularly those where they offered a cooling-off period instead of enforcing your self-exclusion. Additionally, if you have any emails that you have sent to the casino, aside from the ones sent on June 21 and June 23, 2026, I would be grateful if you could share those as well. Please feel free to forward these emails to my email address; munya.s@casino.guru.

I already sent it to them; it's just one email after several days, telling them to deactivate my account due to gambling addiction.

after several days!

What they did was robbery

Gabcort24

Thank you very much for your prompt response. I have received your email and will proceed with my assessment of the case. I am currently in communication with the casino via email, and I will keep you updated or reach out if I require any further information from you.

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.

Dear Gabcort24,

After reviewing the available evidence, including the timestamped casino response and the date of the disputed transactions, we must reject the complaint as unjustified. The documented losses occurred while the self-exclusion request was still within a reasonable processing period (of 3 days after the initial request). Although we do not consider the casino’s retention-oriented response appropriate for a player reporting gambling harm, the current evidence does not establish losses eligible for a refund under our framework.

We strongly recommend the Global Self-Exclusion Initiative and BetBlocker website. BetBlocker is a free tool provided by a UK-registered charity that can block thousands of gambling websites across multiple devices. It can be configured as a complete restriction or for selected vulnerable periods, supports multiple languages, can be used anonymously, is quick to set up, and works quietly in the background.

Please note that BetBlocker may also block gambling-information websites, including Casino Guru. If you still need access to Casino Guru resources, leave the Casino Guru blocking option unchecked during setup.

Please rest assured that, as an independent party, we have carefully and thoroughly examined all submitted information. Our decision is based strictly on verified evidence and an objective assessment of the facts, without any external influence or assumptions.

I understand this may not be the outcome you were hoping for, and I am sorry that we are unable to assist you further in this matter. Should you experience any issues with this or any other casino in the future, please do not hesitate to contact us — we are always here to help.

Kind regards,

Munya

Casino Guru