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Hello good afternoon, yesterday afternoon I registered in Ganabet and until less than an hour ago I still had my credit of 24 thousand pesos which I generated with the 400 welcome bonus since it was not my first visit to said platform, I understand that they charge a Rollover for said bonus and that when you reach that amount they reduce it from your earnings leaving you only with what remains, the total amount of the Rollover was reduced and I continued playing with the rest, I uploaded my account and went to information to upload my personal documents and I realized that 7,500 mxn were still not "released", suddenly I logged out and when I logged back in my account was at 0 pesos, could you help me? I know that in order to be able to withdraw I have to make a deposit for some amount, I just didn't know that they would leave me at 0 pesos, if only the support staff had sent me a msg explaining that to me well or at least telling me what they always use Which are many records or any other lie to not pay, but not even for that they were taken in time, I already sent a message to Ganabet Support so they could tell me why to do it like that, I hope they can guide

Hola buenas tardes, ayer por la tarde me registre en Ganabet y hasta hace menos de una hora todavía tenia mi crédito de 24 mil pesos los cuales genere con los 400 de bono de bienvenida ya que era ni primer visita a dicha plataforma, tengo entendido que cobran un Rollover por dicho bono y que al llegar a dicha cantidad te lo rebajan de tus ganancia dejándote solo con lo que resta, se rebajo el monto total del Rollover y seguí jugando con el resto, subí mi cuenta y entre a información para subir mis documentos personales y me percate que aun quedaban sin "liberar" 7,500 mxn, de repente me saco de sesion y al volver acceder ya mi cuenta estaba en 0 pesos, podrían ayudarme? Se que se para poder retirar tengo que hacer un deposito por alguna cantidad, solo no sabia que me dejarían en 0 pesos, si tan solo el personal de soporte me hubiera mandado algún msj explicándome bien eso o mínimo decirme lo que siempre usan Que son muchos registros o cualquier otra mentira para no pagar, pero ni para eso se tomaron en tiempo, ya envie mensaje a Soporte de Ganabet para que me dijeran el porque hacerlo así de chingazo, espero puedan orientar

Dear Katiaabad10,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots, possibly your game history along with any relevant communication to petronela.k@casino.guru? Please advise which exact bonus has been used to accumulate your winnings. Was your account fully verified in the past?

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Dear Katiaabad10,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.