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I had already had problems with this casino and I even tried to exclude myself on April 27 and I never received an answer, obviously because I have problems for betting I kept playing, I managed to withdraw 3 times with a lot of work since they told me that I was not verified when I never did. They said even though I had already uploaded my documents.

I kept playing and a few days ago I deposited 200 pesos, I went down but I managed to get up to 300 pesos and I preferred to withdraw, I was waiting a few days until I received a notification that they canceled the withdrawal because I had not met the wagering requirements but I did not have any bonus, it It makes me illogical that they ask you to spend more than what you deposit when you don't ask for a bonus.

I contacted by chat to ask for my exclusion and they told me that for that I first have to be verified, which I already am, otherwise I would not have asked to withdraw previously, they gave me the email again where I have to write but I have not done it, like I said they have not answered the previous one, I stayed online waiting for an answer but they closed my session, today I went back in and I am still not excluded.

Unfortunately, chats cannot be saved, so I don't have proof of the chat, but I do have screenshots of the email sent in April and the one received, canceling my withdrawal.

Since I asked for my exclusion I have lost more than I have won and I know that if they do not close my account I will continue betting so I need help.

I attach screenshots of the mentioned emails.

Ya había tenido problemas con este casino e incluso intenté excluirme el 27 de Abril y nunca recibí respuesta, obviamente porque tengo problemas por apostar seguí jugando, llegué a retirar en 3 ocasiones con mucho trabajo ya que me decían que no estaba verificado cuando nunca me lo dijeron aunque ya había subido mis documentos.

Seguí jugando y hace unos días deposité 200 pesos, baje pero logré subir a 300 pesos y preferí retirar, estuve esperando unos días hasta que me llegó notificación que cancelaban el retiro porque no había cumplido con los requisitos de apuesta pero no tenía ningún bono, se me hace ilógico que pidan que gastes mas de lo que depositas cuando no pides un bono.

Me puse en contacto por chat para pedir mi exclusiónn y me dijeron que para eso primero tengo que estar verificado cosa que ya esty sino no hubiera pedido retirar anteriormente, me volvieron a dar el correo a donde tengo que escribir pero no lo he hecho, como dije no han contestado el anterior, me mantuve en línea esperando respuesta pero cerraron mi sesión, hoy volví a entrar y sigo sin ser excluido.

Lamentablemente no se pueden guardar los chats así que no tengo pruebas del chat pero si tengo capturas del correo enviado en Abril y del recibido cancelado mi retiro.

Desde que pedí mi exclusión he perdido mas de lo que he ganado y sé que si no cierran mi cuenta seguiré apostando así que necesito ayuda.

Adjunto capturas de los correos mencionados.

Hello SoyOskarSanchez,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with GANABET Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account supposed to be fully verified? Did you play casino games or sports betting? Is there any evidence that you've actually requested for self-exclusion? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I answer your questions in order.

On June 7 they deposited 3 pending withdrawals which indicates that it was 100% verified since they did not deposit them because according to them it was not verified.

I played casino games, I don't do sports betting.

Yesterday I attached two screenshots, one of them was when I asked for self-exclusion in April but they never answered me, unfortunately that's why I kept playing, I attach the image below.

It was Monday since they canceled a withdrawal again because I did not meet the wagering requirements, it is worth mentioning that I did not have any bonus, I deposited 200 pesos between the time I played, it went up to 300 pesos and I withdrew it, since I had to continue playing to be able to withdraw according to your comments because I lost them, I entered the chat to request my self-exclusion and I was waiting for them to do it when they closed the session, unfortunately the conversations are not saved and I do not have screenshots of them, I am attaching an image of the email that they sent me about withdrawal cancellation.

I hope I have answered your questions, any questions I'm still pending.

Respondo tus preguntas en orden.

El 7 de Junio me depositaron 3 retiros pendientes lo cual indica que estaba 100% verificado ya que no me los depositaban porque según ellos no estaba verificado.

Jugué juegos de casino, no hago apuestas deportivas.

Ayer adjunté dos screenshots, uno de ellos fue cuando pedí la autoexclusión en abril pero nunca me respondieron, lamentablemente por eso seguí jugando, adjunto la imagen a continuación.

Fue el lunes ya que me volvieron a cancelar un retiro porque no cumplí con los requisitos de apuesta, cabe mencionar que no tenía ningún bono, deposité 200 pesos entre el tiempo que jugué subí a 300 pesos y los retiré, como tenía que seguir jugando para poder retirar según sus comentarios pues los perdí, entre al chat a pedir mi autoexclusión y estuve esperando a que lo hicieran cuando me cerraron la sesión, lamentablemente no se guardan las conversaciones y no tengo screenshots de ellas, adjunto imagen del correo que me enviaron sobre la cancelación del retiro.

Espero haber respondido tus preguntas, cualquier duda sigo al pendiente.

Hello SoyOskarSanchez,

Firstly I would like to point out that the e-mail from April can't be considered as self-exclusion as it does not contain any reference to self-exclusion, gambling problems or addiction therefor the casino was not obligate to close your account as even if they would close it, you would be able to reopen it anytime.

Regarding the wagering - even though you did not claim any bonus, most of casino has wagering requirements for real money deposits to prevent money laundering. This wagering may range from 1x-5x and it is a completely fair request from the casino.

If you wish to withdraw your balance you have to wager the deposit amount. Also please keep in mind that the self-exclusion is a tool to prevent gambling addicts to play in casinos. Unless you have any gambling problems or issues, you can still close your account that way but you won't be able to reopen it anymore.

Dear SoyOskarSanchez,

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.