The player from Mexico had winnings of more than ten thousand pesos confiscated. The casino claimed the funds were won using bonuses, and that he registered multiple accounts, accusations he denied. The player had evidence to back up his claims. He explained that he and his colleagues, who also registered and played at the casino, used the same Wi-Fi network at their workplace. The player insisted that they all used their individual devices and payment methods. Despite the player's willingness to provide identification for all involved, the casino had not resolved the issue. Due to lack of response from the player to the Complaints Team's further inquiries, we had to reject the complaint. However, the player could reopen the case in the future if he decided to resume communication.
MXWin Casino - Player’s winnings have been confiscated.
Amount: Mex$10,000
MXWin Casino
Safety Index:Below averagePlayer stopped responding
REJECTED
Case summary
Good evening, I have a problem. More than ten thousand pesos were stolen from my account. When I tried to withdraw, the request was denied on the grounds that the winnings were supposedly from casino bonuses and that the IP address was already detected to belong to another registered person. They accused me of attempting to take advantage of registering accounts just to get bonuses. I proved that my account was authentic by sending a photo of my ID, verifying that the money was won at around 4:30 in the afternoon and the supposed bonuses were not given until 10 at night. I did not use any bonuses or anything of the sort to win the money. What's worse, even the money I deposited was stolen. I have evidence of everything that substantiates the truth of my statement and that the casino is unlawfully taking 10 thousand pesos from me, without any justification.
Dear Alejandrocala,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?
- Was your account previously verified?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
I already sent you the response to the email that they gave me in the link and in the comments of the publication there is clear evidence of the data of how what they did was totally a robbery without any type of justification, what they are doing is a robbery and there is I gave them proof in the comments
Player's additional comments:
Yes, co-workers, some of them also registered and since we connected to the same Wi-Fi as the company's internet, then they refuse to pay the money legally earned and proven that it was earned without any type of bonuses and in advance the colleague who shared with us the link to play he communicated with the people at the casino and let them know that there are several colleagues who work in the company and that we connect from the same company wifi almost always they knew the situation in fact most of the colleagues registered In order to raise the VIP levels that the casino promoted to have a weekly salary for life and no one made withdrawals, there were few who withdrew, almost all of them were for the weekly salary that they opened the accounts but the casino was notified before register so that this type of problems would not arise and as I said, no one made withdrawals because they did not say anything among those of us who registered since the day the casino was notified that we connected from the same Wifi, more than a month passed and they did not say anything about There was no problem with registration or anything because together they earned almost 100 thousand pesos with the colleagues who registered, but if there was a problem from the beginning they had to accept the account registration or not approve the deposits we received. We registered but since they earned income of more than 3 thousand a day from the colleagues who opened their accounts, they did not say anything until I wanted to withdraw the money I earned, they came out with that pretext to steal my money and not pay me and I showed them how you They saw that I did not use any type of bonuses when I was playing that I won the money legally without any bonuses and I tell them that they stole even what I had deposited to play but then the question is that if the casino refuses to pay my money that he wins legally, which is the fairest thing, so that he returns all the money to those who registered that we deposited, if they were not going to want to pay us when we wanted to withdraw, it is more than 100 thousand pesos, that they return the money to all of us in full, why would they? They already knew the situation and they didn't say anything, on the contrary, all the money deposits that the others accepted and because of me, when I wanted to withdraw, they came out with that so they wouldn't pay me and I also proved to the casino legally with my identification that my account It is registered with my data, my name on my identification is the same as the account at the casino. I showed them that it is not a made-up account and that I am really the person with the name registered on the account and the others who registered all also have a way to prove to them. With their IDs, no one is the same person, we can all verify our identity so they can see that no one is the same person, taking advantage of no bonus at all, that is their pretext to steal from me and not pay me.
My account is real and legitimate, I showed them my identity that it is not an invented account to have benefits from some free bonus or anything like that as supported by my identification and if, according to them, someone was registering accounts to have free bonuses, how do they argue not to pay me so much? It could easily have been that they would block the IP address so that no one would register from the beginning, but since everyone deposited and no one withdrew, they didn't make excuses for anything until someone beat them and wanted to withdraw, they made that excuse and now they didn't show their face and steal my money and block our address so we can't access the account and not pay me what is legally due to me
Thank you, Alejandrocala, for the clarification and for forwarding supporting evidence.
- Can you inform me whether you and your colleagues use individual devices for playing?
- Is there any chance that the casino might suspect multiple accounts belonging to the same person due to the use of the same payment method for deposits or the registration of the same household address?
Looking forward to hearing from you.
We all play with different mobile phones and when the IP address was blocked, no one could enter since they are different phones and as I mentioned, we all have our identification because we are different people. We can gladly send them the photos of our identification so that they do not put that type of excuses to rob people and we clarify that by doing that we will file the corresponding complaint against the casino for fraud for wanting to rob us, it has already been opened with a lawyer who is preparing all the papers for all the complaints against the casino, he already has the photos of all of us who were robbed by the casino because it was obvious that when I told myself that if someone else wanted to remove everyone they were going to tell them the same thing to rob them, they already tried to fix the problem without filing charges but if there is no On the other hand, we are going to have to file the corresponding criminal complaints against the casino for fraud. They have been there for a week now and there is no solution. We will not let any more days pass. They have until today before 2 o'clock to pay, otherwise they will proceed legally.
Thank you, Alejandrocala, for the clarification.
- What types of games have you been engaging in—live casino games, slots, or sports betting?
- While you've confirmed that each of you and your colleagues utilizes a separate device, could you also verify that everyone is using their individual payment method, ensuring there's no possibility of collusion within such a sizable group of users?
Looking forward to hearing from you.
Dear Alejandrocala,
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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
