Gana777 Casino MX - El retiro del jugador se ha retrasado.

For the past 5 days, I have been trying to withdraw my money. I didn't win the money with any bonus; I won it with my own money. I made a manual withdrawal request, and honestly, I find it highly unethical that no solution has been provided up to today. I'm getting very frustrated. The amount is 2600, and I didn't even win it with a bonus. It shouldn't be taking this long. I have attached evidence of what it tells me and the error that appears when I try to withdraw. Please resolve this and assist me.

Hace 5 dias estoy intentando retirar mi dinero, el dinero no lo gane con ningun bono, lo gane con mi propio dinero, meti un retiro manual y la verdad me parece muy poco etico que no den una solucion al dia de hoy ya me estoy desesperando, es por la cantidad de 2600 ni si quiera lo gane con ningun bono, no deberian de tardar tanto, adjunto evidencia de lo que me dice y el error que me sale cuando intento retirar por favor solucionen y ayuden

Dear Marc445,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

14 days haha really? I'm already verified before I wanted to withdraw, the money I deposited didn't take 15 days, they have no reason to deny my withdrawal really, I have everything in order and 14 days is too much, unocapali la paz doesn't take long to pay that much, the same financial company occupies betmaster which is supposed to be the one they occupy, why don't they take complaints seriously and resolve them immediately, I played with my money and won, why is it that now they don't want to pay and according to them they are verified

14 dias jaja ¿enserio? Yo ya estoy verificado desde antes de querer retirar, el dinero que deposite no tardo 15 dias, no tienen razones para negarme mi retiro enserio, tengo todo en regla y 14 dias es demasiado, unocapali la paz no tarda en pagar tanto, esq misma financiera ocupa betmaster que se supone que es la qur ocupan, por que no se toman enserio las quejas y las resuelven al momento, yo jugue con mi dinero y gane, a que se debe a que ahora no quieren pagar y segun estan verificados

It is clear evidence that 777 are those who do not want to pay, taking up to 14 days for you to spend the money. Please respond. It is not possible to deactivate payments from my account just because.

Es la clara evidencia de que gana 777 son los que no quiren pagar, demorando hasta 14 dias para que te gastes el dinero por favor respondan no es posible que desactiven los pagos de mi cuenta solo por que si

I'm still waiting for your response and only days go by, please help.

Sigo esperando su respuesta y solo pasan los dias por favor ayuden

If not, they better close their casino already.

Si no mejor ya cierrren su casino

It's been 6 days and I haven't received a response. I'm giving up on my money or until when do you plan to act?

Ya van 6 dias y no resivo respuesta, doy por perdido mi dinero o hasta cuando piensan actuar

Please return my money or at least what I put in to deposit it to a casino that does pay

Por favor mi dinero o minimo regresen lo que le meti para depositsrlo a un casino que si pague

They still haven't solved me

Siguen sin resolverme

Could you please tell me which part of the process requires verification and how long it will actually take? I need clarity on the timelines.

¿Podrían indicarme qué parte del proceso requiere verificación y cuánto tiempo tomará realmente? Necesito claridad en los tiempos.

Unanswered

Sin respuesta

Thank you for your replies.

Could you please specify if you chose the same payment method for your withdrawal, as you used for depositing?

Could you kindly advise if you passed the full KYC verification?

Have you made any successful withdrawals from this casino before?

If I chose the same method

Yes, I passed the verification

And it's the first time I withdraw

Si elegi el mismo metodo

Si pase la verificacion

Y es la primera vez que retiro

Please pay me now, don't be like that. I deposited thinking it was a legal casino, but it's not.

Por favor ya paguenme no sean asi yo deposite pensando que era un casino legal pero no es asi

They keep giving me the runaround

Me siguen dando largas

Thank you very much, Marc445, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi, could you give me a solution?

Hola me podrian dar solucion

Dear Marc445, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact Gana777 Casino MX outside this complaint thread and let you know any new information once I receive it.

But they don't even know my username, how they are going to handle my case.

Pero ni si quiera saben mi usuario como van a llevar mi caso

They still haven't responded to my request even though I'm aware of the way this casino acts.

Siguen sin responder a mi solicitud aun atento a su forma de actuar de este casino

Today officially marks 10 days since my manual withdrawal, the same 10 days that they ask me to wait and nothing else, I don't see a solution. Please tell me now if you are going to pay me or not, because you are wasting my time.

Hoy oficialmente se cumplen 10 dias de mi retiro manual los mismos 10 dias que me piden esperar y nada mas no veo solucion por favor diganme ya si me vsn a pagar o no, por que me hacen perder el tiempo

They didn't pay me, and just because casino guru defends them I can't give them a real review that this casino is a scam.

No me pagaron, y solo por que casino guru los defiende no puedo ponerle una reseña real de que es una estafa este casino

No response and no way to withdraw

Sin respuesta y sin poder retirar

They still haven't paid me

Siguen sin pagarme

Dear Marc445, 

thanks for your updates.

To clarify our process for addressing player complaints, I would like to outline our approach. Upon receiving a complaint from a player, which includes a detailed and respectful description of the issue, we reach out to the relevant casinos to allow them the opportunity to investigate the matter. Following the casino's response, we are then positioned to facilitate a fair and amicable resolution. However, in instances where casinos fail to respond to our inquiries, we are unable to advance or resolve the complaint, as we operate without any authority or legal jurisdiction over the parties involved.

As stated in my previous message, I have initiated contact with the casino regarding this matter. Unfortunately, I have yet to receive any response. Upon receiving a response from them, I will promptly notify you.

Aaaaa ok, sorry, I'll wait for a solution to my complaint

Aaaaa ya, disculpa esperare una solucion a mi queja

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.

Okay

I haven't been paid

No me han pagado

Hello

Hola

They never paid for the scam

Nunca pagaron estafa

Dear Marc445, 

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.