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I entered this casino with a bonus that God gave me, and they also gave me the option of a free $20,000 withdrawal if I reached that total amount. I reached that amount and looked for customer support, but I couldn't find it; there was only an agent chat, and a certain status was required. So I had to deposit to be able to talk to the agents and ask where I could access customer service. They told me to look for it, but I couldn't find it. In the end, I tried to make the withdrawal. When it came to the withdrawal, they asked me for a tax based on the amount I was going to withdraw. I made the payment, and when I went to make the transaction, it said it couldn't be done. It said I needed verification from the bank that was going to generate the cash to pay me. No problem, and I went to fill out the form they asked me for to do the verification. I was filling out the form, and I found a question that asked for an 18-digit ID, which I couldn't find. I put my CURP (Mexican ID number), but they said it wasn't. Since then, I've tried to find customer support and haven't been able to locate it, and I investigated where the CURP was from. I investigated the stratification process and found out it's an ID they give you when you enter the casino. It's an ID they have, but since I can't contact customer service because there's no way to do it, that verification hasn't returned. To avoid losing my account, I kept logging in, playing, and betting, and a balance built up. It's currently at 2,900,000 pesos. The account is active, and I continue logging in regularly, betting, and playing. No matter how much I ask their agents, they can't tell me how to access customer service, and there's no customer service option on the platform or in the software. I'd like to see if you can resolve this issue since I have no way to contact them. I've already searched online, but I haven't found a way to reach them. I received an invitation from a casino called Lucky, which seems to be the same company, but I haven't contacted them since. I hope I can reach an agreement with them since I've played legally and haven't cheated to get there. I'm available for any questions or clarifications. Thank you very much. I hope you can help me. Thank you.

Entré a este casino con un Bono que Dios me regalaron aparte me regalaron la facilidad de un retiro de $20,000 gratis sí llegaba a juntar esa cantidad total junta esa cantidad y busqué atención al cliente para la cual no localicé solamente había un chat de agentes se requería cierto estatus Entonces tuve que depositar para poder hablar con los agentes y preguntar por dónde tenía yo acceso con servicio al cliente ellos me dijeron que buscara Total no encontré al final traté de hacer el retiro al tratarse el retiro ellos me piden un impuesto respecto a la cantidad que voy a retirar se le hizo el pago y al momento de hacer la transacción dice no poder hacer la transacción te necesito una verificación que le está pidiendo el banco que es el que va a generar el efectivo para pagarme no hay problema y me voy a hacer el formulario que ellos me piden para hacer la verificación estuve haciendo el formulario y encuentro una pregunta que me pide una identificación de 18 dígitos la cual no localizo pongo el CURP pero no dicen ellos que no es y desde entonces he tratado de Buscar atención al cliente y no localizado e investigué de dónde era la estratificación y estuve investigando y al final resulta que es una identificación que te ponen al entrar al casino es una identificación que ellos tienen pero como no puedo comunicarte con atención al cliente porque no hay una forma de hacerlo pues no no ha regresado esa verificación para no perder la cuenta seguí entrando y seguí jugando y seguí apostando y se fue generando un saldo y al final llega ahorita en estos momentos en 2 millones 900,000 pesos la cuenta se activa y sigo entrando regularmente sigo apostando y sigo jugando y Por más que le pregunto los agentes de ellos no saben decirme Cómo entrar a servicio al cliente y en la plataforma o en el software no encuentra una entrada para atención al cliente Quisiera ver si por medio de ustedes se puede resolver esa cuestión ya que yo no tengo Cómo comunicarme ya investigué por medio de Internet pero no no he encontrado Cómo comunicarme con ellos llegó la invitación de un casino llamado Lucky que al parecer es la misma empresa Pero pero luego no me he comunicado con ellos espero y pueda llegar a un arreglo con ellos ya que yo he jugado legal y y no he hecho ninguna trampa para llegar a esa cantidad estoy a los órdenes para cualquier aclaración o duda Muchísimas gracias yo espero que puedan ayudarme gracias

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Dear Rukon420.

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Legitimate online casinos do not ask players to pay "taxes," "release fees," or multiple deposits in order to withdraw winnings. These are typical tactics used by fraudulent websites to convince players to keep sending more money. Once a player makes the payment, the scammers often invent new reasons for further deposits or simply stop responding altogether.

Please do not deposit any more money in this casino or share any personal or banking information with them. Their goal is to exploit players’ trust and extract as much money as possible.

You can read more about scam casinos in our article here: https://casino.guru/guide/scam-casinos-warning

If you have any communication, payment confirmations, or screenshots showing their deposit requests, please forward them to me at jean.s@casino.guru. This will help us document the case properly and warn other players about this fraudulent website.

Best regards,

Jean

Dear Rukon420,

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.