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They do not allow me to withdraw my winnings. Every time I make a withdrawal, they suspend it and say that I have to meet the rollover requirements. However, my winnings are real money, not bonus money.

No permiten retirar ganancias cada que realizó un retiro me suspenden mi retiro y Disen que tengo que cumplir con el rollover pero mis ganancias son dinero real no de bono

Dear manu1991gal06, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found: 

7. If the value of the sum of deposits is not played in full before making the withdrawal request, it reserves the right to debit the client's account to cover all reasonable costs related to the deposit and withdrawal, if necessary. be deducted from the withdrawal amount. The company will take into account that no found bets have been placed (bet on two teams in the same match), based on the following:

Sports :

For deposits made with credit/debit cards, the rollover must be 3x (times) the value of the deposit, in this case there is no possibility of making the withdrawal without complying with the aforementioned rollover. For deposits made with the other deposit methods, the rollover must be 2x (times) the value of the deposit, taking into account that the applicable cost in this case of not complying with the aforementioned rollover will be 50% of the value of the deposit applicable to the withdrawal request. Bets derived from the realization of a cashout will not contribute to the rollover.

Casino:

For deposits made with credit/debit cards, the rollover must be 10x (times) the value of the deposit, leaving in this case no possibility of making the withdrawal without complying with the aforementioned rollover. "For deposits made with the other deposit methods, the reinvestment must be 10x (times) the value of the deposit, taking into account that the applicable cost in this case of not complying with the aforementioned reinvestment will be 50% of the value of the deposit applicable to the withdrawal request. "

8. Bets containing selections with odds lower than -200/1.5 will not count towards rollover requirements.

It is not unusual for a casino to have this rule. Some casinos require deposit wagering of 1x, some 3x, but you can find casinos with even higher wagering requirements for deposited money. In the case of Gana777 Casino, it seems that the deposits need to be wagered 10 times, which we consider too high. Please allow me to ask you a few questions to clarify your situation.

What types of games did you play? Did you make bets on sports or did you play casino games only?

Has customer support specified the wagering requirements you need to fulfill before your withdrawal is approved?

Have you passed the full KYC verification?

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

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 first of all it is in the mxgana made casino the one of mxgana777 why mx gave promotion like 777 and I imagine they are in the sides well thanks in advance for answering look at this problem I do not think it is a lack of any requirement that the casino asks me since a day before denying me withdrawals I had already requested a withdrawal of 800 and then of 200 and they authorized me both after this they already denied me to continue withdrawing if it is the same profit as the first withdrawal in fact they had even suspended my account that for abnormal adeser because I started to win no well that is the case that in a first withdrawal I was authorized and then they denied me the others I have the captures of the withdrawal and recharge transactions in case I want to see I play slot games

Hola primero que nada es en el casino mxgana made el de mxgana777 por qué mx daba promoción asía 777 e imagino están en lasados bueno de antemano gracias por responder mire este problema no creo que sea falta de algún requisito que me pida el casino ya que un día antes de negarme retiros ya avia solicitado un retiro de 800 y luego de 200 y se me autorizaron los dos despues de esto ya me negaron seguir retirando si es de la misma ganancia que del primer retiro de echo asta la cuenta me la avían suspendido que por anormar adeser por que empecé a ganar no bueno ese es el caso que en un primer retiro se me autorizó y ya después me negaron los demás tengo las cacturas de las transacciones de retiro y recargas por si quisiera ver juego juegos de slots

Have you contacted customer support to ask about the reason why your withdrawal request was denied?

Please forward me all the communication between you and the casino along with any other evidence that could be relevant to our investigation at [email protected]. Thank you for your patience and cooperation.

Dear manu1991gal06,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.