Winner Casino - general discussion

If you want to discuss anything related to Winner Casino, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

The worst casino in Mexico, they are thieves I won the welcome bonus and I fulfilled all the terms and conditions and they gave me $1500 of the bonus I had to deposit $200 to be able to withdraw and I did, I deposited $200 and of those $200 I won another $500 and asked another withdrawal of $500, that is, they already paid $2,000 and they never gave me anything, they only reimbursed me $200.

they are thieves do not play this casino DO NOT PAY they should close it!

You wrote that the casino paid you already "they already paid $2,000", so it seems that all is fine.

After that, you wrote that "they only reimbursed me $200." I'm sorry but I can't comprehend what has truly happened. I want to be sure that I understand the situation.

I can reflect that to verify your payment option, so it can be used for the withdrawal, you may need to deposit using this particular payment option.

Sadly, we have no available bonus, hence I can't check the terms and conditions.

Can you advise about those rules applied to the bonus as well, please? Maybe there was some maximum cashout amount - it's a pretty common rule.

I played the bonus of $700 I fulfilled roller 50 times the amount that is 50 x 700 = $35,000 the casino gave me $1,500 in real money, in order to release I had to make a deposit of $200 I deposited the $200 and at the time of making the withdrawal of the $1,500 they tell me what it says in the following image in the chat... I also told them what paperwork was needed to verify the account and they told me nothing... I leave a screenshot of the chat, I have the entire conversation.

They never gave me my winnings, they only returned the $200 of the deposit, it is assumed that one is going to try his luck and win at the casinos and this casino only returns what one deposits, but the profits are not given, what is the use of playing if the profits that one generates they keep, that is a consumer abuse, a mockery, in a few words and bulgarly a ROBBERY

Hello,

I would guess that the problem was caused by the maximum bonus withdrawal. Can you advise, whether this is the reason? Anyway, there must be a reason for returning the deposit.

Could you kindly copy and paste the text you provided via screenshot directly to the replay, please?

It will get auto-translated.

Thank you.

Can you copy and paste the casino's explanation, please?

Thank you for your wait. I have reviewed your account and tell you that by administrative decision the profits in your account have been canceled and the deposits made have been refunded, this is because your account did not pass routine monitoring.

It happens that all accounts go through random monitoring processes, to maintain the quality and integrity of our service. For the time being, your account will remain with deposit and withdrawal restrictions.

And they never explained to me in detail what the routine monitoring was about.

I have all the history of bets and the chat conversation, if you like I will send it to you by email

Well, we try to encourage casinos to explain any issue to the player with a maximum emphasis on all things the player has done incorrectly.

This is let's say a vague explanation.

Please share all related conversations via your complaint, also add this email you shared here.

I can see that Nick has already asked you about the reason.

Good morning, the Winner.mx casino took my winnings from me, mentioning that I breached some terms on their page and that for administrative reasons they had to withdraw my winnings. They mentioned something about a bonus which I lost before I bet my money and won.

Good, you found your way to submit the complaint. Keep it updated, and we shall see the outcome.

"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 casino games, slots, or sports betting)?

Were your winnings accumulated with or without an active bonus, please?"

Do it through this link, if you like.

Good morning, I have a problem with winner casino, it happens that the first time I registered everything was perfect, I met the bonus requirement, I deposited the 200 that they ask for to be able to withdraw and everything was fine, time passed and like everything I lost, something normal right, the problem came after I managed to win an amount of 600 Mexican pesos, I requested to withdraw and they ask me for countless documents ...... it should be noted that I already sent them, but they do not want to make them valid, it has been several days that they just do not solve me and daily I have to go contacting support and because they do not give me quick attention (I do not say that it is immediate, I understand that there are thousands of people who also want to be attended to) I try to wait to be attended to but a lot of time passes and well I have to work therefore I exit the app and when I re-enter my conversation is blocked and I have to start over due to inactivity, I start over and the same thing happens and so on, it becomes frustrating not being able to get out of that loop, I would greatly appreciate it Please help me, I know it's not a lot of money, but it's something, you can help me with something, sorry for the inconvenience and thank you very much, have a nice day

Good day! Obviously, it could be better.

I hope you don't mind a brief recapitulation to help me find out whether I understood this situation correctly:

You are still able to access your casino account, but for some reason the chat is not helpful, and occasionally you get kicked off. The verification process is not progressing smoothly because you have been asked to provide the same documents again.

I believe it is vital to focus on passing the KYC, since it is of the utmost importance. Could you perhaps provide insight into the issues with the initial set of documents? Did the casino specify what was missing or not accurate, please?

Some casinos eventually send emails with instructions; do they too?

My account was supposedly already verified, because as I mentioned I had already withdrawn once...

And if the few times I have managed to contact them, they always send me the same message about the documents but I have already sent them all, I don't even know what to do anymore, because they don't correctly specify what I'm missing, they just send me the same message over and over again, they also ask me to send them a screenshot of each deposit individually that I have made to the casino, the code for each one, account statements that by the way I have already sent but I don't know what, I am already desperate honestly, I can't understand why I didn't have a problem before and today I do.

Hello and thank you.

I was just trying to find something we could use to figure out the best course of action, but I have to admit I have not the slightest idea of what seems to be wrong. How long have you been fighting for the last withdrawal? When has this second KYC been triggered?

Luckily for all players in need, we have a team of specialists ready to investigate the issue. Yet first we have to gibe casino 14 full days to manage the matter on its own.

Well, that does not mean you are not allowed to submit a complaint anyway.

If you like the idea, kindly start with this guide 👈

Let me know what you think about it, please.