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I registered on the platform, deposited 100 MXN, and won 4,868,589 MXN. It's a lot, I know, but at least they should pay me something since I already earned it. To withdraw, it asks me to deposit more, but I haven't deposited any more. There's no customer service; it's just a bot. VIP withdrawals are limited to once a day and 500 MXN per withdrawal. I already deposited 100 MXN and wagered 100 MXN, which is what they require for VIP 1, and I should be entitled to withdraw only once and for an amount of 500 MXN, but it won't even let me withdraw that.

Me registre en la plataforma deposite 100mxn y gane 4868589 mxn es demasiado yo lo sé pero aunque sea que me pague algo por qué ya me lo gane, para retirar me pide que deposite mas, pero ya no deposite mas no tiene servicio al cliente solo es un bot, tienen los retiros de vip límite una vez al día y 500 por retiro yo ya deposite 100 y jugué 100 en apuestas que es lo que piden para vip1 y tendría derecho ya a retirar solo una vez y por un monto de 500 pero ni eso me deja retirar

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Dear Gar1802,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Gar1802,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, good day. No, I haven't received my refund. In fact, the platform won't even let me withdraw; it only allowed me to withdraw 20 pesos. But I have over a million pesos in my account balance, and that's money I've already earned. It's mine, and the platform refuses to let me withdraw it. The platform doesn't require KYC verification. Thank you, and I hope you resolve my problem as soon as possible because platforms often disappear.

Hola buen día, no no e recibido mi reintegro de hecho la plataforma ni siquiera me deja retirar solo me permitió retirar 20 pesos, pero tengo más un millón de saldo en mi cuenta y es mi dinero que ya me gane ya es mío y la plataforma se niega a que retire mi dinero, la plataforma no necesita verificación kYC, gracias y espero que resuelvan cuánto antes mi problema por qué luego desaparecen las plataformas

Dear Gar1802, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Hi, I already sent you information to the email address you provided. I've only been allowed one withdrawal, and it was for 20 MXN. My winnings came from my deposit, which I made via bank transfer. I only played slots. I urgently need a response; this case has been going on for a long time and hasn't been resolved.

Hola ya te mandé información en el correo electrónico que me brindaste, solamente un retiro me han dejado hacer y fue por un monto de 20mxn, las ganacias las gane con mi deposito que realize vía transferencia, solo juegos slots jugué, me urge una respuesta ya tiene mucho tiempo este caso y no se a dado solución

Dear Gar1802,

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, Barborka, barbora.p@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,

Karla Mayfly

Okay, then I just ask that you resolve this as soon as possible.

Mm ok entonces solo pido que resuelvan lo antes posible

Hello Gar1802,

I’m sorry to hear about the difficulties you’ve been experiencing.

My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them.

In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

So far, no news from me; everything remains the same, I haven't received my earnings. Have you received any response from them yet?

Por ahora ninguna novedad de mi parte todo sigue igual sin recibir mis ganacias, por su parte ya tienen alguna respuesta ,

Listen, what if the casino doesn't answer? What happens then? Aren't they supposed to give me a solution, or have I just wasted my time?

Oiga y si el casino no contesta, que procede, se supone que tienen que darme solución no o solo perdí mi tiempo con esto

Dear Gar1802,

Thank you for your message.

We have attempted to contact the casino outside of this thread; however, so far, we have not received any response from their side.

Unfortunately, if the casino does not cooperate with us, our ability to assist is very limited. Without their participation, we are unable to investigate the issue further or help secure any payout.

If the casino continues to remain unresponsive, the complaint will most likely have to be closed as unresolved, as we cannot proceed without their cooperation.

I understand this is not the outcome you were hoping for, but please be assured that we will keep the complaint open for the required time in case the casino decides to respond.

If you receive any communication from the casino or notice any changes in your account, please let us know.

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 Gar1802,

We have made several attempts to contact the casino regarding your complaint; however, unfortunately, we have not received any response from their side.

Since the casino has failed to cooperate and provide any clarification regarding your withdrawal issue, we regret to inform you that we are forced to close this complaint as unresolved.

We understand that this is not the outcome you were hoping for. Unfortunately, without the casino’s cooperation, we are unable to investigate the matter further or assist in securing any payout.

An unresolved complaint negatively affects the casino’s rating and may serve as a warning to other players.

We recommend choosing casinos with a good reputation and higher safety ratings in the future.

Thank you for your cooperation throughout this process.

Best regards,

Barbora

Casino.Guru