Ganamax Casino - Внесение депозитов игроком задерживается, и счет закрывается.

Dear All,

I am formally submitting my complaint regarding my account at "Ganamax"

In October and November 2025, I reported deposits that were not correctly reflected in my account.

The first deposit was on 20/10/2025 at approximately 23:18

I want to mention that before the first deposit claim, I contacted the casino's help chat to report that I couldn't access some games and was getting an "unexpected error" message. Then, about three hours after the report, I made a deposit of $200, but it wasn't reflected in my game balance. Later, the help chat replied that the deposit had been applied correctly and that I had bet, played, and lost the entire amount on the game "Fortune Tiger," which is impossible since it's one of the games I couldn't access.

I have evidence that days later, the "FORTUNE TIGER" game record and the $200 deposits did not appear in the game history.

And suddenly, as if by magic, the records appeared, but with inconsistencies.

The second deposit claimed is for the amount of $100 dated 04/11/2025

receiving the same response as the previous claim

Despite multiple attempts at clarification, I did not receive a satisfactory solution.

I recently logged back into my account and discovered it's now blocked due to a "reversed payment." I haven't received a clear explanation or any proof to support this claim.

I consider it relevant to mention that Ganamax uses the same payment provider as Brazino777: UNOCAPALI LA PAZ OPERADORA, SA DE CV (Official Letter DGJS/1580/2021). In both cases, the pattern has been similar: lack of concrete evidence, contradictory responses, and blocking or restriction of functions without documented justification.

Solicitous:

Refund of unapplied deposits or crediting them to my game balance

Detailed evidence of the alleged reversed payment.

Exact date of the movement.

Payment method involved.

Formal proof from the payment provider that supports the claim.

I have approximately 30 screenshots related to this case and I am willing to provide the necessary evidence for your analysis, as there are inconsistencies in the record of the game "FORTUNE TIGER" where the balance increases without any recorded winnings.

Thank you for your attention, and I await an objective review of the case.

Sincerely,

Adriana *****

Mexico

Estimados,

Presento formalmente mi queja respecto a mi cuenta en "Ganamax"

En octubre y noviembre del 2025 reporté depósitos que no fueron reflejados correctamente en mi cuenta.

El primer depósito fue el 20/10/2025 23:18 aprox

Quiero mencionar que antes del primer depósito reclamado entre al chat de ayuda del casino a reportar que no podía entrar a unos juegos y me aparecía "error inesperado"posteriormente como 3 horas después del reporte hice un depósito por la cantidad de $200 y no se reflejó en el saldo de juego, después me respondieron en el chat de ayuda que se había aplicado correctamente y que yo lo había apostado,jugado y perdido en su totalidad en el juego "FORTUNE TIGER"lo cual es imposible ya que es uno de los juegos a los que no tenía acceso

Cuento con la evidencia que días después no aparecía en historial de juegos registro de "FORTUNE TIGER" ni en historial de depósitos los $200

Y de repente como arte de magia aparecieron los registros pero con inconsistencias

El segundo depósito reclamado es por la cantidad de $100 del 04/11/2025

obteniendo la misma respuesta que el reclamo anterior

A pesar de múltiples intentos de aclaración, no recibí una solución satisfactoria.

Recientemente ingresé nuevamente a mi cuenta y descubrí que ahora se encuentra bloqueada bajo el argumento de "pago revertido". No he recibido explicación clara ni comprobante que respalde dicha afirmación.

Considero relevante mencionar que Ganamax utiliza el mismo proveedor de pagos que Brazino777: UNOCAPALI LA PAZ OPERADORA, S.A. DE C.V. (Oficio DGJS/1580/2021). En ambos casos, el patrón ha sido similar: falta de evidencia concreta, respuestas contradictorias y bloqueo o restricción de funciones sin justificación documentada.

Solicito:

Reembolso de los depósitos no aplicados o abono de los mismos a mi saldo de juego

Evidencia detallada del supuesto pago revertido.

Fecha exacta del movimiento.

Método de pago involucrado.

Comprobante formal del proveedor de pagos que respalde la afirmación.

Cuento con aproximadamente 30 capturas relacionadas con este caso y estoy dispuesta a proporcionar la evidencia necesaria para su análisis,ya que hay inconsistencias en el registro del juego "FORTUNE TIGER" dónde el saldo aumenta sin registro de ganancia

Agradezco su atención y quedo en espera de una revisión objetiva del caso.

Atentamente,

Adriana *****

México

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 your complaint. I’m sorry to hear about your negative experience with CASINO GANAMAX.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share receipts confirming the relevant deposits were made to the casino?
• Are there any returns recorded on your bank statements since the deposits were made?
• Could you please share with me your communication with the casino regarding the allegations made against you? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

Dear Tomas

I already sent an email to [email protected] with the detailed information and part of the evidence

I would appreciate it if you could inform me if this information was not received so that I can resend it.

I await your response

Thank you for your attention.

Sincerely,

Adriana ****

Estimado Tomas

Ya envié un correo a [email protected] con la información detallada y parte de la evidencia

Agradecería me informe si dicha información no fue recibida para reenviar

Quedo a la espera de su respuesta

Por su atención gracias

ATTE

Adriana ****

Thanks for your patience.

I went over the information you provided here and via email.

Share with me the communication where the casino accuses you of reversing payments.

Looking forward to your reply.