MXWin Casino - Player’s winnings haven’t been received yet.

Yesterday I deposited 200 pesos to play and won 6,800. I kept playing, winning and losing, and in the end I had 7,000, which I decided to withdraw.

This morning I received a message telling me that they hadn't been able to transfer me and that I had to keep playing and pay the billing fee. 🙄 I don't understand which billing I spoke to. I spoke to 4 people and they all said different things. In the end, they punished me because I had registered multiple accounts, which is a lie. I only registered one account and it was the first time I was going to withdraw on that app.

Until now they want me to spend my money until I reach 21,000 pesos on slot games, anyway it seems they won't give me anything 🤬

Dear paolavl,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear paolavl, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you met wagering requirements?

Did you accumulate your winnings with or without an active bonus?

Are you absolutely sure that you’ve never had another account with this casino in the past?

Could anyone else in your household (family member, roommate, etc.) have an account with this casino from the same internet connection or device?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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.

Hello good morning

Regarding your questions, I have met the wagering requirements, in fact this is the 2nd time I have deposited to play.

I use this same account in WINUNO and I was able to withdraw without any problem.

No one in my family plays more than me.

Here I send you photos of my conversations.

Thank you for your help.

Dear paolavl, did you accumulate your winnings with or without an active bonus?

Also, I didn't ask if you are the one who plays the most in the casino, but whether anyone else in your household or someone you know has an account with this casino.

Could you please provide the communication with the casino regarding the multiple accounts? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

Dear paolavl,

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.

Good afternoon, I had to keep saving until I met the requirement of playing 21k, and in the end I was able to withdraw 3,000 pesos.

greetings

Dear paolavl,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru