Gana777 Casino MX - Player struggles to claim no-deposit bonus and access account.

Over a month ago, I registered and was offered a no-deposit bonus of 500 pesos for document verification... I submitted my documents and waited for a notification that my account was verified so I could try out the casino... I never received an email. Today, I tried to log in but couldn't remember my password and I didn't receive any reset email. So, I decided to open another account in order to contact an agent to explain the situation and request the bonus on my main account...

The agent who attended to me, CHRISTOPHER, told me that I should activate my bonus from my profile during the day. I sent another message, and this time ADRIAN told me that he cannot activate the bonus as it is a duplicate account and because it's been more than 30 days since I registered and verified my account.

Now I'm not sure about you, but unless one is glued to a computer or mobile device, constantly checking websites to make sure an account is verified - WHICH DOESN'T HAPPEN - you'll never know. All online casinos send an email to validate your email address and to notify you that your account has been verified.

The fact that their employees say completely different things leaves me doubting their training, organization, and the seriousness of the place.

I do not recommend it at all. Oh, and I almost forgot, you can't screenshot the conversation.

Dear andreuanamario,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Gana777 Casino.

I checked the website and found the live chat was available for me without registration and the login option includes a login via phone number as well.

• Do I understand correctly the 'forgot password' feature didn't work for you?
• Have you tried to contact casino support regarding your verification status or lost password? What response did you receive?
• Have you made any deposits on either account in the casino?

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,

Tomas

Hello !

Correctly, you can enter with the phone number when it is registered, I registered with my email, the problem was that I did not receive the email to change my password... Through the chat they told me to wait or to resend the link When I forgot my password, since it didn't work, I registered again to talk to an agent and tell them that I hadn't received the email or change password as a verification, that I wanted to keep my original account but that I couldn't change the password. When they answered me, I went to my spam email, I found the email, I changed my password and explained again everything that had happened, I repeat, CHRISTOPHER answered me and told me that there was no problem and during the day I would have the bonus... 8 hours passed, I didn't see the bonus in my profile to activate it, I sent a message again, ADRIAN told me that I have a duplicate account that he couldn't give me the bonus and that since my account had generated it more than 30 days ago, they couldn't give it to me either. ...

Explaining to him that the account had to be verified and that they never notified me of the verification, I repeat, unless I went in every day to see if it was already verified, I would never have known.

My complaint is not about the bonus, it is about the lack of communication within the casino where the workers say and treat people in very different ways...

For me that speaks ill of 777 a place with integrity and that one trusts, in general, all the workers normally have the same guidelines because it is the protocol that is followed.

Please send me any relevant correspondence with the casino about the issue.

You can post screenshots here, or alternatively send the information to my email at tomas@casino.guru

Dear andreuanamario,

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.