Azteca Gaming Casino - Le vincite del giocatore vengono confiscate.

They freeze my winnings and block my account, preventing me from playing. To unlock the games, they require a deposit, so I'm looking for help to withdraw my winnings.

Congelan las ganancias y bloquean al usuario impidiendo seguir jugando y cambio para desbloquear los juegos piden depositar por lo que busco ayuda para poder realizar el retiro de mis ganancias

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a link to the casino your complaint concerns?
• Have you made any deposits at this casino before?
• Did you accumulate your winnings with or without using a bonus?
• Have you completed the full KYC verification, or at least submitted any identity documents as part of the verification process?
• What explanation did the casino provide regarding the deposit request?

Please note that requesting unusual fees for withdrawals or for unlocking an account is often a tactic used by scam casinos. We strongly recommend that you do not deposit any additional funds at this stage. If you are interested, you can read more about scam casinos in our article here.

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

Best regards

Veronika

The customer service representative assured me that making a deposit would allow me to withdraw funds, and they removed the restriction you mentioned. However, when I requested my withdrawal, the Azteca Gaming casino system restricted my account again, canceling the payment. They swore and assured me that making a deposit would allow me to withdraw, but I was only able to request the withdrawal before it was canceled, and both withdrawals and access to the games were restricted.

El asesor de servicio al cliente me aseguro que realizando un depósito yo iba a poder retirar y quito la restricción que me mensionas y cuando solicito mi retiro el programado del casino azteca gaming volvió a restringir mi usuario cancelando el pago y me juro y aseguro k realizando mi deposito yo podría retirar pero solo pude solicitar el retiro y después me lo cancelo y me restringió tanto los retiros como el acceso a los juegos

Hello Kajaja,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Kajaja,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at [email protected].

Thank you for your understanding.

Best regards,

Kristina

Casino.Guru 

Kajaja, I have reviewed the entire thread and noticed that there hasn't been a response to Veronika's questions in her initial message. When you have a moment, could you please revisit that message and provide the requested information? Having these details is crucial for us to move forward with the case. Thank you very much for your attention to this matter and for your continued assistance.

Dear Kajaja,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru