Winner Casino MX - Player is criticizing maximum withdrawal limits.

I won a Jackpot, I claimed my prize through withdrawal, they tell me that I can only make withdrawals of 25 thousand pesos every 48 hours, ok I made a withdrawal for 25 thousand pesos and that it would take from one day to 4 working days, because it took 6 days to deposit that withdrawal, they excused themselves that the system had not processed it automatically, and that they had processed it manually, which took more than the maximum 4 days that it marks in its terms and conditions, well later if they let me make 5 withdrawals for 25 thousand pesos each, those if they reflected me in my bank account the next day, I wanted to withdraw again and it is no longer possible, I spoke and they told me that I already reached the withdrawal limit which is 150 thousand pesos per month for unverified accounts, it has More than a week since I sent my documents and by email they replied that they had received my documents successfully that in 1 to 2 business days my account was verified, they told me that the system is currently not verified I have accounts, and that to be able to make another withdrawal it has to be within a month, it does not seem fair to me, and that I blame the system for everything, I opened my account in that casino (winner.mx) without investigating before, I am looking for information about that casino and a very bad reputation and I don't know that there are so many points on the blacklist and many complaints, the only thing I have is the email from them where they received the documents for the verification of my account and where it says that at most there are two days for the verification of the account, why until that when the deposits were reflarom me they did not notify me by mail as any other casino does, oh and of the 6 withdrawals that I already made only the first I got the notification that they had received my refund, oh and if I have the emails of the deposits I have made. I hope this case has a solution , because it is not fair , you win and they give you a thousand excuses not to pay in full , thanks and best regards

Dear Hugo Israel,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please let me ask you a few questions, so I can understand the whole situation completely. Could you please advise if the entire amount of Mex$229,000 has been approved by the casino and subsequently split into several installments? Could you please advise how much is the remaining amount to be received?

Meanwhile, I have checked the general terms and conditions, and this is what I found:

"Currently, the maximum amount (the "Maximum") is set at $120,000 MXN, in any 30-day period. If the amount to be withdrawn is greater than allowed, the amount in excess of the maximum will be returned to the player's account, allowing the player to withdraw additional funds in the time established and permitted in accordance with this term. The above also applies to progressive jackpot payouts. Withdrawals are contingent on all conditions specified above and verification of all necessary documents as specified in clause 9.4 below."

Please understand, that we can’t penalize the casino for splitting your win into several installments, especially, if this information is clearly stated in their terms and conditions.

Please let me know if this advice was helpful. Thank you in advance for your reply.

Best regards,

Petronela

The total of the Jackpot was 434609.73 they have already made 6 deposits of 25 thousand pesos each, a total of 150 thousand pesos, they told me that I could not withdraw more for another month because my account has a limit of 150 thousand pesos at month for being an unverified account, yesterday I tried to make withdrawals and if he let me make the withdrawals, there were 3 withdrawals for 25 thousand, another for 20 thousand and one more for 5 thousand, I tried to make another withdrawal but I could not (failed transaction) it is assumed that I could only withdraw 120 thousand per month, since it was a total of 150 thousand pesos that they deposited with me, later they said that it could not be withdrawn until next month, another lie, I repeat yesterday I made 3 withdrawals and if the system let me do them,.

My account ? So it can't be verified?

I am calmer now because they have already started to deposit me but I am very confused with their rules, terms and conditions, privacy notice, that is, because they deposited 150 thousand and according to nothing else they could up to 120 thousand, which the system was not going to allow make withdrawals until the month will pass and yesterday I was able to make three withdrawals,

P.S. I am more interested in having the account verified

Good evening, regarding my balance from the casino, I have already deposited most of it, the strange thing is that yes, they say in their terms and conditions that it is 120 thousand and it is already double what they deposit me, I do not understand but well it's in my favor, thank you very much casino guru for taking care of my complaint

Great news, Hugo Israel. Please let me know as soon as you receive all your winnings.

Good evening, winner casino, I already deposited my winnings, thank you very much

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Hugo Israel, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru