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Hello, I'm reaching out for assistance due to financial difficulties resulting from gambling. I have already requested self-exclusion and the closure or blocking of my account several times and have not received any response. I am facing obstacles related to account verification and similar issues. I recently posted a message in the chat section, reposting here the response I got. I will also include the emails I have sent without receiving any reply

Hola quiero pedir ayuda ya que tengo problemas económicos por culpa de las apuestas, y e pedido varias veces la autoexclucion y el cierre o bloqueo de mi cuenta y no recibo respuesta me ponen trabas de la verificación y esas cosas, ahora mandé un mensajes en el chat y público lo que me contestaron, pongo también los correos que en enviado sin tener respuesta alguna

Dear brandom96zamora,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with GANABET CASINO.

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

Could you please advise when your registration on http://www.juegosysorteos.gob.mx/es/Juegos_y_Sorteos/Atencion_al_Ludopata was processed?

Do I understand correctly you sent multiple emails to verificacion@ganabet.mx , where your stated reason for closing your account was your gambling issues?

Do I understand correctly your casino account is still accessible to you?

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

Best regards,

Tomas

The verification has already been processed, today I requested the self-exclusion again, and I am waiting for a response from ganabet, I hope and this time my account can be closed, and I have had problems with online betting in slot games, I already know Self-excluded from most online casinos in Mexico, I only have problems with the latter, which is ganabet, they offer the option of responsible gambling and offer that my account can be cancelled, I hope and now they do listen to me this time. Thank you

La verificación ya se proceso, el día de ahora volví a solicitar la autoexclucion, y estoy en espera de respuesta de ganabet, espero y está vez ya se pueda cerrar mi cuenta, e tenido problemas de apuestas en línea en juegos tragamonedas, ya me e autoexcluido de la mayoría de casinos online en México, solo tengo problemas con este último que es ganabet, ellos ofrecen la opción de juego responsable y ofrecen que se puede dar de baja mi cuenta, espero y ahora sí me hagan caso está vez. Gracias

Good evening, could you please delete the screenshots, do not edit the personal data and addresses, I have no problem with it being published, I am only afraid for my safety for these data such as addresses and telephone numbers

Buenas noches, por favor podrían eliminar las capturas de pantalla, no edite los los datos personales y direcciones, no tengo problema con q se publique solo temo por mi seguridad por esos datos como domicilios y teléfonos

Thanks for your reply.

Could you please advise if your request for self-exclusion was successful? Please let me know.

Dear brandom96zamora,

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.