Gangabet Casino MX - Player's withdrawals have been rejected.

Hello, @gurucasino. I have been experiencing serious issues with withdrawing my money from this betting site. I have made 5 withdrawal attempts, and all 5 have been rejected. The reasons given were: 1) the system is failing, and that's why they were rejected; later I was given another excuse when the next one was canceled, 2) the withdrawal schedule is from Monday to Sunday (I made a withdrawal on Saturday, and it was canceled on Sunday). I spoke with the chat support to resolve the issue, and they keep saying they're waiting for a response from the finance department to tell me the reason for my withdrawal rejections. Honestly, it sounds sketchy. They haven't sent me any email or anything like that. I've only tried to withdraw 5000 pesos from my account, and not even that goes through; everything gets rejected. Also, the support team is very rude and doesn't seem to take customers seriously. Please, @gurucasino, help me resolve this so I can withdraw my money. This casino has been too abusive.

Dear SignalsJP,

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 understand the whole situation completely. 

Have you made any successful withdrawals before? 

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

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 delightful holiday season, and we will get back to you as soon as possible.

Hello @gurucasino

No, unfortunately all my withdrawals have been rejected, my account is already verified and I accumulated my earnings without any bonus, their chats do not save them, but it is always the same excuse of "I will see the finance department" and they never answer back, they always give me the runaround, I share the screenshot of all the rejected withdrawals and that my account is already verified.

Dear SignalsJP, do you have any updates on the withdrawals?

Have you received any information from the casino regarding the rejection of your withdrawal requests?

No, only when I speak with chat they tell me that my account is under review, and they tell me to read point 24 of terms and conditions:

24. Our security team may need to cancel withdrawals pending the outcome of an investigation. There may be times when our security team needs to cancel withdrawals to carry out additional checks. These funds will be returned to your account pending investigation, but if we discover any irregularities during our investigation, we reserve the right to withhold funds. Responsibility for the funds rests with the account holder.

However, they do not tell me the reason for said investigation, chat is very rude and only tells me that they are waiting for the department to give them an answer, it has been 3 weeks with the same thing. What should I do, help!

Dear SignalsJP, did you play casino games or bet on sports?

Did you use a VPN?

Is the payment method you used to deposit money registered under your name?

Dear SignalsJP,

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.

Hello, I'm sorry, I bet on sports, the card I deposited with is mine and it's in my name, I didn't use a VPN at any time, sometimes I used my laptop instead of my computer, even so I never used a VPN, it's very frustrating because their chat only tells me that the department is investigating me further, however IT'S BEEN A MONTH, and I haven't had any response to my email or anything like that, please I need help, these people just don't solve problems and they are making many excuses.

Thank you very much, SignalsJP, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear SignalsJP,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Gangabet Casino MX representative to join this conversation.

Dear Gangabet Casino MX,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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.

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 has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Mirka