Winner Casino MX - Player claims that payment has been delayed.

The issue is that I made a deposit that isn't in my name, and they're asking for a bank statement to supposedly verify my identity. But I tell them that this isn't my card, it does not belong to me but to a friend of mine. I'm currently unable to get in touch with her because I changed jobs and I have not been able to communicate with my friend.

Dear menylidedg202122,

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

Thank you Kristina, waiting for a solution of this case.

Dear menylidedg202122,

Have you received your withdrawal from the casino yet?

They have not given me anything

No I haven't received anything yet

Thank you for your reply. I noticed, that you are struggling to verify the payment method. Please note that the vast majority of online establishments prohibit players from depositing fund that do not legally belong to them. I have checked the terms and conditions, and this is what I found:

"i. Por una tarjeta de crédito que debe estar en buen estado y registrado a su nombre y que es aceptable para nosotros a nuestra entera discreción;

ii. Por una tarjeta de débito que debe ser válida y registrada en su nombre, y que es aceptable para nosotros a nuestra entera discreción"

Furthermore, please check our Fair Gambling Codex for Players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

Very well, thank you very much, I already contacted the person who owns the card

I apologize, but since you used someone else's payment method, we are not able to proceed further with this complaint. I can only recommend that you always use your own funds and payment methods in the future in order to avoid situations like this.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.