Winner Casino MX - Player believes that their withdrawal has been delayed.

They haven't resolved my withdrawal verification issue. They made me wait 5 days and now another 7. I already sent them my documents to verify my account and my bank statement showing where they can deposit the money, but they still haven't done it; they're just giving me the runaround.

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Dear Julioadalberto,

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

Okay, very well, I'll wait that time. Thank you very much.

Dear Julioadalberto,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No, not yet, and I haven't received a response either.

Dear Julioadalberto, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru 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.

Karla

The answers to the questions are: I haven't had any successful withdrawals; the accumulated funds are without bonus and were accumulated through casino play.

I contacted the casino and they told me I have to wait, but how much longer? I've already been waiting for 16 days and they still haven't resolved my issue.

Dear Julioadalberto,

Thank you for your reply.

To proceed, please answer the remaining questions and clarify:

• Has your account been fully verified (KYC approved)?
• On what exact date did you request the Mex$85,000 withdrawal?
• What is the current status (pending/processing/approved)please attach screenshots here or send them to mentioned email karla.m@casino.guru?

Please also upload screenshots from your casino account showing the pending withdrawal(s) and transaction history, as well as any recent communication with the casino.

This information is necessary so we can properly assess your case.

Karla

Dear Julioadalberto,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru