Ganamax Casino - Los depósitos de los jugadores se retrasan y la cuenta está cerrada.

Dear All,

I am formally submitting my complaint regarding my account at "Ganamax"

In October and November 2025, I reported deposits that were not correctly reflected in my account.

The first deposit was on 20/10/2025 at approximately 23:18

I want to mention that before the first deposit claim, I contacted the casino's help chat to report that I couldn't access some games and was getting an "unexpected error" message. Then, about three hours after the report, I made a deposit of $200, but it wasn't reflected in my game balance. Later, the help chat replied that the deposit had been applied correctly and that I had bet, played, and lost the entire amount on the game "Fortune Tiger," which is impossible since it's one of the games I couldn't access.

I have evidence that days later, the "FORTUNE TIGER" game record and the $200 deposits did not appear in the game history.

And suddenly, as if by magic, the records appeared, but with inconsistencies.

The second deposit claimed is for the amount of $100 dated 04/11/2025

receiving the same response as the previous claim

Despite multiple attempts at clarification, I did not receive a satisfactory solution.

I recently logged back into my account and discovered it's now blocked due to a "reversed payment." I haven't received a clear explanation or any proof to support this claim.

I consider it relevant to mention that Ganamax uses the same payment provider as Brazino777: UNOCAPALI LA PAZ OPERADORA, SA DE CV (Official Letter DGJS/1580/2021). In both cases, the pattern has been similar: lack of concrete evidence, contradictory responses, and blocking or restriction of functions without documented justification.

Solicitous:

Refund of unapplied deposits or crediting them to my game balance

Detailed evidence of the alleged reversed payment.

Exact date of the movement.

Payment method involved.

Formal proof from the payment provider that supports the claim.

I have approximately 30 screenshots related to this case and I am willing to provide the necessary evidence for your analysis, as there are inconsistencies in the record of the game "FORTUNE TIGER" where the balance increases without any recorded winnings.

Thank you for your attention, and I await an objective review of the case.

Sincerely,

Adriana *****

Mexico

Estimados,

Presento formalmente mi queja respecto a mi cuenta en "Ganamax"

En octubre y noviembre del 2025 reporté depósitos que no fueron reflejados correctamente en mi cuenta.

El primer depósito fue el 20/10/2025 23:18 aprox

Quiero mencionar que antes del primer depósito reclamado entre al chat de ayuda del casino a reportar que no podía entrar a unos juegos y me aparecía "error inesperado"posteriormente como 3 horas después del reporte hice un depósito por la cantidad de $200 y no se reflejó en el saldo de juego, después me respondieron en el chat de ayuda que se había aplicado correctamente y que yo lo había apostado,jugado y perdido en su totalidad en el juego "FORTUNE TIGER"lo cual es imposible ya que es uno de los juegos a los que no tenía acceso

Cuento con la evidencia que días después no aparecía en historial de juegos registro de "FORTUNE TIGER" ni en historial de depósitos los $200

Y de repente como arte de magia aparecieron los registros pero con inconsistencias

El segundo depósito reclamado es por la cantidad de $100 del 04/11/2025

obteniendo la misma respuesta que el reclamo anterior

A pesar de múltiples intentos de aclaración, no recibí una solución satisfactoria.

Recientemente ingresé nuevamente a mi cuenta y descubrí que ahora se encuentra bloqueada bajo el argumento de "pago revertido". No he recibido explicación clara ni comprobante que respalde dicha afirmación.

Considero relevante mencionar que Ganamax utiliza el mismo proveedor de pagos que Brazino777: UNOCAPALI LA PAZ OPERADORA, S.A. DE C.V. (Oficio DGJS/1580/2021). En ambos casos, el patrón ha sido similar: falta de evidencia concreta, respuestas contradictorias y bloqueo o restricción de funciones sin justificación documentada.

Solicito:

Reembolso de los depósitos no aplicados o abono de los mismos a mi saldo de juego

Evidencia detallada del supuesto pago revertido.

Fecha exacta del movimiento.

Método de pago involucrado.

Comprobante formal del proveedor de pagos que respalde la afirmación.

Cuento con aproximadamente 30 capturas relacionadas con este caso y estoy dispuesta a proporcionar la evidencia necesaria para su análisis,ya que hay inconsistencias en el registro del juego "FORTUNE TIGER" dónde el saldo aumenta sin registro de ganancia

Agradezco su atención y quedo en espera de una revisión objetiva del caso.

Atentamente,

Adriana *****

México

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share receipts confirming the relevant deposits were made to the casino?
• Are there any returns recorded on your bank statements since the deposits were made?
• Could you please share with me your communication with the casino regarding the allegations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomas

I already sent an email to tomas@casino.guru with the detailed information and part of the evidence

I would appreciate it if you could inform me if this information was not received so that I can resend it.

I await your response

Thank you for your attention.

Sincerely,

Adriana ****

Estimado Tomas

Ya envié un correo a tomas@casino.guru con la información detallada y parte de la evidencia

Agradecería me informe si dicha información no fue recibida para reenviar

Quedo a la espera de su respuesta

Por su atención gracias

ATTE

Adriana ****

Thanks for your patience.

I went over the information you provided here and via email.

Share with me the communication where the casino accuses you of reversing payments.

Looking forward to your reply.

Dear Tomas

Please let me know if I should only send the complete conversation in the section that says "refund," "reverse charge," or "screenshots/transcript."

This message I'm sending you is from right now; I just logged in to request the reason and date my account was blocked.

___________________________________________

I understand how you feel, and don't worry, we'll work this out together. 😊

I understand your concern, Adriana, and I'm happy to share the available information with you. 😊

The account was blocked on 20/11/2025. For security reasons and internal policies, we cannot provide specific details about the reason for the block through this channel.

However, you can find more information about the situations in which an account may be restricted or blocked within our Terms and Conditions, at the following link:

👉 https://ganamax.mx/terms-and-conditions

There you will find all the policies related to the use of the platform and the security of accounts.

___________________________________________

I await your response

Sincerely,

Adriana *****

Estimado Tomas

Le pido de favor me indique si envio solamente en dónde dice devolución, pago revertido o capturas/transcripción, de la conversación completa

Esto que le envio es de ahorita ,acabo de entrar a solicitar motivo y fecha del bloqueo de mi cuenta

___________________________________________

Comprendo cómo te sientes y no te preocupes, vamos a solucionarlo juntos. 😊

Comprendo tu inquietud, Adriana, y con gusto te comparto la información disponible. 😊

La cuenta fue bloqueada el día 20/11/2025. Por motivos de seguridad y políticas internas, no podemos proporcionar detalles específicos sobre el motivo del bloqueo a través de este medio.

Sin embargo, puedes consultar más información sobre las situaciones en las que una cuenta puede ser restringida o bloqueada dentro de nuestros Términos y Condiciones, en el siguiente enlace:

👉 https://ganamax.mx/terms-and-conditions

Ahí encontrarás todas las políticas relacionadas con el uso de la plataforma y la seguridad de las cuentas.

___________________________________________

Quedo en espera de su respuesta

ATTE

Adriana *****

Thanks for your reply.

• Was there any withdrawable balance on your account the moment your account was closed?
• Could you please specify what the disputed amount of 300 MXN represents in this situation?

Please let me know.

Hello, Tomás:

Thank you for your follow-up. Regarding your questions, I would like to clarify the following:

Regarding the withdrawable balance: At the time my account was blocked, I had no withdrawable balance because the casino never correctly reflected my deposits in the balance. The problem is precisely that: the money entered the casino (I have the CEP receipts), but it was never available for me to use or withdraw.

Regarding the disputed amount of $300 MXN: This amount is the sum of two deposits that the casino "disappeared" using contradictory versions:

$200.00 MXN (October 20, 2024): I made this deposit via SPEI. It is very important to note that BEFORE making the deposit, I had already reported to technical support that I did not have access to the games (including Fortune Tiger). I have screenshots and videos that prove the game wouldn't open. Despite my previous report, the casino claimed days later that the money had been applied and that I had lost it precisely on that game I couldn't access.

$100.00 MXN (November 4, 2024): The same thing happened. I deposited, the balance wasn't reflected, and the casino's response was the same "template": that I played it on the same game that already had technical problems.

Key evidence I possess:

Previous report: Screenshots of my chat with support reporting the technical failure before the money "disappeared".

History manipulation: Videos from the 21st where the game history was empty, contrasting with screenshots from days later where "magical" records of plays I never made appeared.

Unjustified block: My account is now blocked due to an alleged "reversed payment" for which they provide no proof.

I am waiting for you to tell me how to send you all this evidence (videos and 30 screenshots).

Sincerely,

Adriana ****

Hola, Tomás:

Gracias por el seguimiento. Respecto a tus dudas, aclaro lo siguiente:

Sobre el saldo retirable: Al momento del bloqueo de mi cuenta, no contaba con saldo retirable porque el casino nunca reflejó correctamente mis depósitos en el balance. El problema es precisamente ese: el dinero ingresó al casino (tengo los comprobantes CEP), pero nunca estuvo disponible para que yo lo usara o lo retirara.

Sobre el monto de $300 MXN en disputa: Esta cantidad es la suma de dos depósitos que el casino "desapareció" usando versiones contradictorias:

$200.00 MXN (20 de octubre de 2024): Realicé este depósito vía SPEI. Es muy importante señalar que ANTES de depositar, yo ya había reportado al soporte técnico que no tenía acceso a los juegos (incluyendo Fortune Tiger). Tengo capturas y videos que demuestran que el juego no abría. A pesar de mi reporte previo, el casino inventó días después que el dinero sí se aplicó y que lo perdí precisamente en ese juego al que yo no podía entrar.

$100.00 MXN (04 de noviembre de 2024): Ocurrió lo mismo. Deposité, el saldo no se reflejó, y la respuesta del casino fue la misma "plantilla": que lo jugué en el mismo juego que ya presentaba fallas técnicas.

Evidencia clave que poseo:

Reporte previo: Capturas de mi chat con soporte reportando la falla técnica antes de que el dinero "desapareciera".

Manipulación de historial: Videos del día 21 donde el historial de juegos estaba vacío, contrastando con capturas de días después donde aparecieron registros "mágicos" de jugadas que nunca realicé.

Bloqueo injustificado: Mi cuenta ahora está bloqueada por un supuesto "pago revertido" del cual no presentan ninguna prueba.

Quedo a la espera de que me indiques por qué medio enviarte toda esta evidencia (videos y 30 capturas).

ATTE

Adriana ****

Dear Adryxlugo-71,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Adryxlugo-71,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

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.

Dear Martin

Thank you very much for your information

I await the casino's response

Sincerely,

Adriana

Estimado Martín

Agradezco mucho su información

Quedo en espera de la respuesta del casino

ATTE

Adriana

Dear Adryxlugo-71, 

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, 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.

Sadly, I couldn't be of more help, but bear in mind that 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.