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They won't let me access the account and they won't let me withdraw my money either.

No me dejan entrar a la cuenta y tampoco me dejan retirar mi dinero.

Dear Nixmar,

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 understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

I created my account on 9/30/2022 in the Ggbet casino, I made an investment there of 200,000 thousand pesos to which they gave 50 USD, I only played one Round in the coin game called (Majestic king) the first Round I made it 4500 and for the next Round he told me that he couldn't because according to what I had, I came out insufficient, but it turns out that in that first round I won some coins I think, that was what appeared in my account (12.5) that was the total that appeared to me , I decided to withdraw my money because I was a little upset and so I gave the option to send the money to the app (Astropay) to which I received exactly the same result that was in the casino account, (12.5) which did not It's not even half of what I invested, and now I don't get the money from astropay to my bancolombia account, the truth is I needed help super fast with that, after that the casino blocked me for no reason, it didn't let me withdraw my whole money, and he didn't give it back to me in full.

Yo cree mi cuenta el día 30/9/2022 en El casino Ggbet, hice una inversion ahí de 200.000mil pesos a lo cuál daban 50 USD solo jugue una Ronda en El juego de monedas llamado (Majestic king) la primera Ronda la hice de 4500 y para la siguiente Ronda me decía que no podía que porque según tenía salgo insufficient, pero resulta que en esa primera me gane unas monedas Creo, que fue ya lo que me aparecio en la cuenta (12.5) eso era El total que me aparecía, yo decidí sacar mi dinero porque estaba algo disgustada y pues le dí en la opción de enviar El dinero a la app (Astropay) a lo que de resultado me llegó exactamente lo mismo que había en la cuenta del casino, (12.5) que no es ni la mitad de lo que yo invertí, y ahora no me llega el dinero de astropay a mi cuenta de bancolombia, la verdad sí necesiti ayúda súper rapido con eso, tras de eso El casino me bloquear sin ningún Motivo, no me dejaba retirar mi dinero comoleto, y no me lo devolvío completo.

Do I understand correctly that the disputed amount should be 200,000 COP and not 200,000 USD and your winnings were accumulated with an active bonus?

Yes, it's 200,000 COP, and not even half of that made it to the bill.

Sí, son 200.000 COP, Y nisiquiera la mitad de eso llegó a la cuenta.

Dear Nixmar, Petronela

The player's account is USD, the player has zero on the balance.

The player's account was never blocked. Also, the player's balance never got any higher than 57.50 USD.

On 30.09.2022 21:20:11 (UTC) the player received a withdrawal in the amount of 12.50 USD

We are happy to assist, but we do not understand the reason of the complaint.

Kind regards

I am saying that the balance that was in the GG.BET casino account did not reach the astropay account in full. Only 12.5 arrived when there should have been more because they only let me do one spin on The Game (majestic king)

Estoy diciendo que el saldo que había en la cuenta del casino GG.BET no llegó completo a la cuenta de astropay. Solo llegaron 12.5 cuando debío haber llegado más porque solo me dejaron hacer un giro en El juego (majestic king)

I'm sorry, Nixmar, but I do not understand. Could you please clarify how much is your active balance now? Are there any funds being held by the casino?

Dear Nixmar,

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, 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.