The player from Mexico had a withdrawal issue after trying to cash out 2,000 pesos. The withdrawal request had remained unresolved for three days, and the casino had not clarified whether the player's winnings would be paid out. The player had provided screenshots and additional information regarding his deposit and winnings. After some time, the player confirmed that the casino had deposited his winnings. We then closed the complaint as the issue had been successfully resolved.
Gana777 Casino MX - Player's withdrawal request is delayed.
Amount: Mex$2,000
Gana777 Casino MX
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.8
Gana777 Casino MX has a Safety Index of 6.8, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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10 months ago
Translation
I recently opened my account and was given a 500 bonus, which I played and lost. I transferred 200 pesos and received a 200 bonus. I then decided to withdraw 2,000, knowing I would lose the bonus. It's been three days with no resolution to my withdrawal request, which I won using my own money. I'm claiming my winnings. They never said anything while I was playing with my bonus. They saw that I won with 200, and they hacked my device, but I have saved the screenshots.
Automatic translation:
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10 months ago
Dear PepoN23,
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.
- Do I understand correctly that you cancelled your deposit bonus before completing the bonus wagering?
- Which exact bonus did you redeem when placing your last deposit? Please specify the exact link of the bonus or the promo code.
If there’s any relevant communication, please forward it along with a screenshot of your bonus history to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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10 months ago
Translation
,500 welcome (I lost everything)
.first deposit 100% but first you have to finish your account online to be able to have the bonus only by following the terms. I did not lose my capital, there was no need to take the bonus, I decided to withdraw my profits obtained with my deposit of 200 pesos. My profits were earned with my deposit. I sent you the screenshots
Edited
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10 months ago
Thank you, PepoN23, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you.
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10 months ago
Translation
Yes, close it, they already answered me satisfactorily
Automatic translation:
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10 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, PepoN23, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
