I want to share my experience with Winpot Online Mexico because I am about to file a complaint with SEGOB and I also have the documents prepared for PROFECO .
I am not claiming that an authority has already determined an irregularity. I want to present a documented sequence of events that I consider important.
On January 6, 2025, I requested the closure of my account via LiveChat and explained that I had lost a lot of money. Support indicated that they would escalate the request.
On January 13th, I again requested immediate closure via email and reported an approximate debt of $500,000 MXN.
On January 14, 2025, I sent the central email for my case. I explained that my income was approximately $4,000 MXN per week, that I was using credit to continue playing, that my debt exceeded half a million pesos, and that I had serious financial problems.
I also reported anxiety, depression, and gambling addiction, explained that I had already tried to close the account, and specifically asked what measures Winpot implemented to protect vulnerable players.
In addition, I indicated that my activity had reached levels of approximately $100,000 MXN in a single day.
After that communication, there are messages from Winpot dated January 15th and 16th indicating that my account had been reactivated.
That is one of the central points:
closure request + detailed vulnerability communication + subsequent reactivations.
During 2025 there are also records of promotions, cashback, loyalty and VIP service.
Another relevant point is that historical information I could previously see on my profile has since disappeared. Among those records was a badge related to having gambled approximately $100,000 MXN in a single session.
I'm not saying that Winpot deliberately removed that information. I can't know if it was deleted, archived, or simply stopped being displayed.
However, Winpot later stated that my account records were backed up and secured, so I believe it should be possible to verify that history.
On December 29, 2025 , in another LiveChat, support indicated that they were changing my account to " permanent closure ".
Later, in July 2026, when I formally raised the issue as a Responsible Gaming case, Winpot did apply a temporary preventative block.
Therefore, one of my main questions is:
What Responsible Gaming measures were applied after my communication in January 2025 and why is there clear evidence of a preventative block until July 2026?
I currently have 195 individually reconstructed payment transactions for a minimum of $108,213.11 MXN.
That amount is documented externally, but I do not present it as a net loss or as an automatically refundable amount.
There is also a larger figure still under review.
Based on historical information I have been able to recover, I have a preliminary estimate that deposits successfully credited after the email of January 14, 2025 could be around $800,000 MXN.
I'm not yet stating that this figure is completely verified. It needs to be compared with Winpot's internal records.
But, if this is confirmed, I believe the central question is obvious:
How did an operation of that magnitude continue after the operator had already received information about indebtedness, use of credit for gambling, gambling problems, and closure requests?
I am about to submit my file to SEGOB, requesting a review of closures, reactivations, Responsible Gaming controls, logs and financial history.
I also have the documentation ready for PROFECO.
I'm not posting this to claim the case is resolved. I'm sharing it because I want to know if other players have experienced something similar.
Have you requested an account closure and then had it reactivated? What did the casino do when you reported gambling-related issues?
