The player from Mexico faced withdrawal issues as the casino repeatedly required deposits but only allowed very small withdrawals. Despite depositing more funds as instructed, he was unable to withdraw his 9,000 MXN balance. We reviewed the complaint and determined that it could not be resolved through our Complaints Resolution Center, as it pertained to an app or another platform rather than an online casino. The player was advised to contact the app's support team for further assistance.
test - Player’s withdrawals are restricted by repeated deposit requests.
Amount: Mex$9,000
test
Safety Index:Struggling casinoSafety Index
We use the Struggling casino rating to identify smaller casinos that didn't manage to reach a large number of players or higher revenues even after being on the market for a relatively long period of time. It doesn't necessarily mean they are bad, but there might be issues if you want to withdraw big winnings.
Case closed
Our verdict
Other
REJECTED
Case summary
2 months ago
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3 months ago
Translation
I'm experiencing the same issue as other users; it never lets you withdraw. It tells you to make a deposit in order to withdraw, but it only allows the withdrawal of 10 Mexican pesos. Then it just keeps saying to deposit more to be able to withdraw, which is a lie since it never actually lets you withdraw. I currently have 9,000 Mexican pesos in my account, and it told me to deposit 300 MXN to be able to withdraw. I deposited the 300 MXN, and still, it says to deposit another 300 MXN. I've seen that other users are also just being led to keep depositing without ever being able to withdraw. I need help.
Automatic translation:
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3 months ago
Dear Gato7777,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing with withdrawing your funds from the online casino.
To help us understand your situation better and work towards a resolution, could you please provide us with the following additional information:
- Could you provide a detailed timeline of your deposit and withdrawal attempts, including the amounts and dates?
- Have you received any specific error messages or instructions from the casino regarding your withdrawal requests?
Additionally, please refrain from making any further deposits, as withdrawals should not be conditioned on additional deposits. This is not a practice of proper and legitimate casinos.
If you have any additional relevant communication or documentation regarding this issue, please forward them 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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3 months ago
Translation
I have already sent them from another email called lu**.fern****** 96@gmail.com documents
Edited by a Casino Guru admin
Automatic translation:
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3 months ago
Hi Gato7777,
- Could you please provide the exact URL of the casino website? From your screenshots, it appears the game might be from a Facebook page.
Thank you.
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2 months ago
Dear Gato7777,
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.
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2 months ago
After reviewing your complaint, we regret to inform you that we cannot proceed with resolving the issue, as our Complaints Resolution Center exclusively handles matters related to online casinos. Unfortunately, we do not address complaints related to apps or other platforms. For assistance with your issue, we recommend reaching out directly to the app's support team or visiting their official website for more information.
I wish I could be of more help. I'm sorry we couldn't assist you in resolving this case, but please do not hesitate to contact us if you encounter any issues with an online casino in the future. For the reasons mentioned above, I will now reject this complaint. Thank you for your understanding.
