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I was using my account normally, making deposits and withdrawals without any problems, until one day I tried to make a withdrawal and, for no apparent reason, it wouldn't let me; my withdrawal requests were being rejected. I contacted the casino through their platform's chat support and explained the problem. They told me my account was restricted from withdrawals, that I could continue using it to place bets, but that I wouldn't be able to withdraw funds for the time being. They said it was a temporary restriction and that these usually resolve themselves within a couple of months. I waited several months, and nothing was resolved. I tried contacting them again, but they didn't respond. So, for over a year now, my account has been active, but the money is stuck in my account, and I can't withdraw it.

Yo utilizaba con normalidad mi cuenta, hacía depósitos y retiros sin problema, hasta que un día intenté hacer un retiro y sin razón alguna ya no me permitió realizarlo, me rechaza las solicitudes de retiro. Me comuniqué con el casino atreves de su chat de comunicación de la plataforma y les comenté mi inconveniente y me dijeron que estaba restringida mi cuenta para retirar, que la podía seguir utilizando para hacer apuestas pero que de momento no iba a poder retirar, que era una restricción temporal y que se solían resolver en un par de meses. Espere varios meses y no se resolvió nada, intentaba volverme a comunicar con ellos y no me respondían. Así llevo más de 1 año con mi cuenta activa pero con el dinero retenido en mi cuenta sin poderlo retirar.

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Dear Rpa30,

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 fully understand the situation.

• Have you made any successful withdrawals before?
• Approximately when did the withdrawal restriction first appear (date or month/year)?
• Have you completed account verification (KYC)? If so, when and what documents did you provide?
• Did the casino give any specific reason (in chat or email) for restricting withdrawals? If yes, please copy the exact message or summarize it.

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

Petra

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi how are things

Yes, I had made withdrawals prior to the restriction, successfully.

The last time I was able to make a successful withdrawal was on September 14, 2024, at 2:02:24 PM. After that, I tried to make another withdrawal on September 16, 2024, at 1:50:09 AM. At noon that same day, I realized it had been rejected. Then, at 12:01:03 PM, I tried to withdraw again, but it was rejected once more. I tried again a day later, on September 17, 2024, at 11:31:24 AM, and it was rejected again. After that last rejection, I kept trying, but the request wouldn't even be generated anymore. It just showed that I had a temporary withdrawal limit; the withdrawal request wouldn't even complete, and it's still like that to this day.

Yes, I did complete the KYC verification, and it was around the dates I mentioned earlier. I can't know the exact date because it's not recorded, but it was around then because I had only been registered with that betting site for less than three weeks when they restricted my withdrawals. So, I probably completed the verification about a week before the restriction. The documents I provided were my ID, and I honestly don't remember if I provided anything else. I don't recall if I provided a bank statement like some betting sites do; I don't think so, but I'm not sure. I think not because I completed the entire verification process through the betting site's website.

The casino never gave me a coherent or specific reason for why they restricted my account. Only when I try to make a withdrawal does it display what I'll send in the following image… (I'm realizing that the message that appears after requesting a withdrawal isn't visible in the images I sent), but it says… "error, user self-excluded due to time." And when I contacted them via chat the first few times, their response was that it was a temporary restriction that would be lifted in a couple of months and I could continue using my account normally, which was a lie because it's been over a year since all this happened.

Hola qué tal

Si, si había realizado retiros anteriores a la restricción, con éxito.

La última vez que pude retirar exitosamente fue el día 14-09-2024 a las 14:02:24. Después de eso volví a intentar hacer un retiro el día 16-09-2024 a las 01:50:09 y a las 12 de ese mismo día me di cuenta que fue rechazado, entonces a las 12:01:03 volví a intentarlo retirar pero igual fue rechazado. De ahí lo intenté nuevamente hasta un días después, o sea el 17-09-2024 a las 11:31:24 e igualmente fue rechazado. Después de ese último rechazo, lo seguí intentado pero ya ni siquiera se generaba la solicitud, ya solo me aparecía que tenía esa limitación de retiro temporal, ya no se completaba ni siquiera la solicitud de retiro y hasta la fecha sigue así.

Si, si complete la verificación KYC y fue justo por esas fechas que mencioné anteriormente. No puedo saber la fecha exacta porque no queda registrada, pero fue más o menos por esas fechas porque en realidad yo llevaba menos de 3 semanas de haberme registrado en esa casa de apuesta cuando me restringieron los retiros. Entonces probablemente la verificación la había hecho como una semana antes de la restricción aproximadamente. y los documentos que proporcioné fueron mi identificación y no recuerdo sinceramente si alguno más, no recuerdo si un estado de cuenta como en algunas casas de apuestas, creo que no pero sinceramente no estoy seguro. Creo que no porque toda la verificación la hice mediante la página de la casa de apuestas.

El casino no me dio nunca una razón coherente ni específica del porque me restringieron. Solamente cuando intento hacer el retiro dice lo que mandaré en la siguiente imagen… (es que me voy dando cuenta que en las imágenes que mandé no se ve el mensaje que aparece depues de solicitar el retiro), pero dice… "error, usuario autoexcluido por tiempo". Y cuando me comuniqué con ellos mediante el chat, las primeras veces, su respuesta era que fue una restricción temporal que en un par de meses se quitaría y podría seguir utilizando mi cuenta con normalidad, lo cual fue mentira porque lleva más de un año de todo esto.

Thank you for your reply and for providing the previous details,Rpa30.

• Which payment method(s) did you use for deposits and which method(s) did you try to withdraw to?
• Could you please confirm whether the funds are winnings, deposit balance, or bonus funds?
• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please provide any furhter communication you had with the casino. This can include screenshots, emails, or chat records. You can send me all the documents to:petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Rpa30,

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.

I apologize for the delay in responding.

I made a deposit via debit card and tried to withdraw to the same debit card I used for the deposit, entering my interbank code. I had done this with two different cards, one from Banorte and the other from BanCoppel. I was able to do it with both initially, until my withdrawals were restricted and I could no longer do so.

The funds I currently have ($7,000), which I was no longer allowed to withdraw, are a combination of deposit funds and profits. I recall that the last time I deposited, I made a profit on my deposit, and that $7,000 is the sum of both.

I had already included the status of my withdrawal request in a photo I sent previously, but I'll send it again. When I try to make a withdrawal, the request isn't processed; I just get a box that says "user self-excluded due to time," as if I had restricted withdrawals myself and as if it were temporary. But they were the ones who did it, and it's been like this for over a year.

I'll also include screenshots of my withdrawal history. These show the last withdrawals I was able to make and the last ones that were rejected. After those, the request isn't even processed anymore because I get the message box mentioned earlier.

Una disculpa me demoré en responder.

Deposite vía tarjeta de débito e intenté retirar a la misma tarjeta de débito con la que deposite, ingresando mi clabe interbancaria. lo había hecho con dos tarjetas diferentes, una de Banorte y otra de BanCoppel con ambas había podido hacerlo en un principio, hasta que me restringieron mis retiros y ya no pude.

los fondos que tengo actualmente ($7,000), los cuales ya no me dejaron retirar, son fondos de depósitos además de ganancias. Recuerdo que la última vez que deposité, tuve ganancias con mi depósito y esos $7,000 son la suma de ambas cosas.

el estado de mi solicitud de retiro lo había añadido en una foto que ya mandé anteriormente , pero la volveré a mandar. Cuando yo intento hacer un retiro, no se procesa esa solicitud, simplemente me sale un recuadro donde dice… "usuario auto excluido por tiempo", como si yo mismo me hubiera restringido los retiros y como si fuera temporal. Cuando ellos fueron los que lo hicieron y lleva más de un año asi.

también dejare fotos de mi historial de retiros. Donde se puede ver los últimos retiros que pude realizar y los últimos que me rechazaron. Después de esos, ya ni siquiera se procesa la solicitud porque me aparece el recuadro antes mencionado.

Dear Rpa30

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 Michal (michal.k@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,

Petra

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Rpa30,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I want to inform you that Motherland Casino has not been particularly cooperative in addressing player complaints with us, and there are already existing unresolved complaints, which makes the resolution of your case quite uncertain. Nevertheless, I will make an effort to reach out to the casino to gain further insight into this situation and determine if I can assist in any way.

We would like to invite Gangabet Casino MX to join the conversation.

Dear Gangabet Casino MX,

Could you please explain why the player is unable to withdraw the funds from their balance? What has to be done to fix this

Should there be any factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me via email at michal.k@casino.guru

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 Rpa30,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Dirección General de Juegos y Sorteos de la Secretaría de Gobernación (quejasydenunciasjys@segob.gob.mx) and submit a complaint to them. The Gaming Authority might have more options and tools to help players.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru