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I was told that to make a withdrawal I would deposit 200 pesos. When I deposited it, it let me request a withdrawal and it appeared that it had been approved but it didn't ask me for any information about where I would receive the withdrawal, that is, my account information so that the money would reach me. I contacted support and they didn't give me an answer. Now I'm trying to make the withdrawal and it tells me that it was an error, that I should contact support, I'm going to support and I can't speak to any agent, just send a message and I will only receive notifications to my email. Could you help me resolve this? It doesn't make sense that these casinos do this type of bad actions, why do you trust them to come out with these things?

Se me indicaba que para realizar un retiro depositará 200 pesos al depositarlo me dejó solicitar un retiro y apareció que se había aprobado pero no me pidió ninguna información de donde recibiria el retiro osea mi información de cuenta para que llegue el dinero a mi, me comunique con soporte y no me dieron respuesta ahora intento hacer el retiro y me dice que error que me contacte con soporte voy a soporte y no puedo hablar con ningún agente solo que mande un mensaje y me llegarán solo notificaciones a mi correo, podrían ayudarme en resolver esto, no sense hace justo que estos casinos hagan este tipo de acciones malas por qué uno confía en ellos para que salgan con estás cosas

Dear Draser,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Gana777!.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please provide the exact date of your withdrawal request?
• Have you passed the KYC verification process, please?
• Have you made any other successful deposits accept the 200 MXN you mentioned in your message, please?

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,

Katarina

It was Sunday, May 25, 2025

Of course, I passed the KYC verification.

My account appears validated.

No, I haven't deposited any more, why can't I make withdrawals, so there's no point in depositing without withdrawing?

Fue el día domingo 25 de mayo del 2025

Claro que pase la verificación KYC

Me aparece validada mi cuenta

No ya no deposite más, por qué no puedo hacer retiros así que no tiene caso depositar sin retirar

Dear Draser,

thank you for your message.

• Have you accumulated your winnings with the help of bonus, please?
• Do I understand correctly that you are unable to request a withdrawal?
• Which payment method to withdraw your winnings have you opted for? Was it the same one you used to deposit, please? 

Looking forward to your reply,

Katarina

Dear Draser,

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,
Katarina
Casino.Guru