The player from Mexico had his winnings stuck after the casino restricted withdrawals while keeping the account active and allowing bets. Support told him the restriction was temporary (a few months), but the issue remained unresolved for over a year and the casino eventually failed to respond. The player completed KYC and provided ID but was never given a coherent reason for the withdrawal restriction, which appeared as a self-exclusion message. Despite multiple attempts to resolve the issue through the casino and Complaints Team, the casino remained uncooperative and the complaint was marked as unresolved. The player was advised to contact the local gaming authority for further assistance.
Gangabet Casino MX - Player's withdrawals delayed.
Unresolved
Our verdict
No reaction policy
Black points: 103
Amount: Mex$7,000
Gangabet Casino MX
Safety Index:LowCase summary
Discussion
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4 months ago
Translation
I was using my account normally, making deposits and withdrawals without any problems, until one day I tried to make a withdrawal and, for no apparent reason, it wouldn't let me; my withdrawal requests were being rejected. I contacted the casino through their platform's chat support and explained the problem. They told me my account was restricted from withdrawals, that I could continue using it to place bets, but that I wouldn't be able to withdraw funds for the time being. They said it was a temporary restriction and that these usually resolve themselves within a couple of months. I waited several months, and nothing was resolved. I tried contacting them again, but they didn't respond. So, for over a year now, my account has been active, but the money is stuck in my account, and I can't withdraw it.
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4 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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4 months ago
Dear Rpa30,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.
- Have you made any successful withdrawals before?
- Approximately when did the withdrawal restriction first appear (date or month/year)?
- Have you completed account verification (KYC)? If so, when and what documents did you provide?
- Did the casino give any specific reason (in chat or email) for restricting withdrawals? If yes, please copy the exact message or summarize it.
I hope we will be able to help you resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards
Petra
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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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4 months ago
TranslationHi how are things
Yes, I had made withdrawals prior to the restriction, successfully.
The last time I was able to make a successful withdrawal was on September 14, 2024, at 2:02:24 PM. After that, I tried to make another withdrawal on September 16, 2024, at 1:50:09 AM. At noon that same day, I realized it had been rejected. Then, at 12:01:03 PM, I tried to withdraw again, but it was rejected once more. I tried again a day later, on September 17, 2024, at 11:31:24 AM, and it was rejected again. After that last rejection, I kept trying, but the request wouldn't even be generated anymore. It just showed that I had a temporary withdrawal limit; the withdrawal request wouldn't even complete, and it's still like that to this day.
Yes, I did complete the KYC verification, and it was around the dates I mentioned earlier. I can't know the exact date because it's not recorded, but it was around then because I had only been registered with that betting site for less than three weeks when they restricted my withdrawals. So, I probably completed the verification about a week before the restriction. The documents I provided were my ID, and I honestly don't remember if I provided anything else. I don't recall if I provided a bank statement like some betting sites do; I don't think so, but I'm not sure. I think not because I completed the entire verification process through the betting site's website.
The casino never gave me a coherent or specific reason for why they restricted my account. Only when I try to make a withdrawal does it display what I'll send in the following image… (I'm realizing that the message that appears after requesting a withdrawal isn't visible in the images I sent), but it says… "error, user self-excluded due to time." And when I contacted them via chat the first few times, their response was that it was a temporary restriction that would be lifted in a couple of months and I could continue using my account normally, which was a lie because it's been over a year since all this happened. 
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4 months ago
Thank you for your reply and for providing the previous details,Rpa30.
- Which payment method(s) did you use for deposits and which method(s) did you try to withdraw to?
- Could you please confirm whether the funds are winnings, deposit balance, or bonus funds?
- Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
Additionally, please provide any furhter communication you had with the casino. This can include screenshots, emails, or chat records. You can send me all the documents to:petra.h@casino.guru or post your screenshots to the thread.
Thank you again for your cooperation.
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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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4 months ago
Dear Rpa30,
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.
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3 months ago
TranslationI apologize for the delay in responding.
I made a deposit via debit card and tried to withdraw to the same debit card I used for the deposit, entering my interbank code. I had done this with two different cards, one from Banorte and the other from BanCoppel. I was able to do it with both initially, until my withdrawals were restricted and I could no longer do so.
The funds I currently have ($7,000), which I was no longer allowed to withdraw, are a combination of deposit funds and profits. I recall that the last time I deposited, I made a profit on my deposit, and that $7,000 is the sum of both.
I had already included the status of my withdrawal request in a photo I sent previously, but I'll send it again. When I try to make a withdrawal, the request isn't processed; I just get a box that says "user self-excluded due to time," as if I had restricted withdrawals myself and as if it were temporary. But they were the ones who did it, and it's been like this for over a year.
I'll also include screenshots of my withdrawal history. These show the last withdrawals I was able to make and the last ones that were rejected. After those, the request isn't even processed anymore because I get the message box mentioned earlier.
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3 months ago
Dear Rpa30
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 Michal (michal.k@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,
Petra
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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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3 months ago
Hello Rpa30,
I'm Michal, and I have taken over your complaint. I have reviewed this case, and I want to inform you that Motherland Casino has not been particularly cooperative in addressing player complaints with us, and there are already existing unresolved complaints, which makes the resolution of your case quite uncertain. Nevertheless, I will make an effort to reach out to the casino to gain further insight into this situation and determine if I can assist in any way.
We would like to invite Gangabet Casino MX to join the conversation.
Dear Gangabet Casino MX,
Could you please explain why the player is unable to withdraw the funds from their balance? What has to be done to fix this
Should there be any factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me via email at michal.k@casino.guru
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3 months ago
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.
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3 months ago
Dear Rpa30,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Dirección General de Juegos y Sorteos de la Secretaría de Gobernación (quejasydenunciasjys@segob.gob.mx) and submit a complaint to them. The Gaming Authority might have more options and tools to help players.
Please let me know if and how they responded at michal.k@casino.guru if you try this option.
I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
