Winner Casino MX - Player's not able to withdraw his funds.

Good morning, I have a problem more than anything with my bank and the casino as well. I will explain my case below to see if something can be done.

My bank account has just been opened since I am not used to putting very personal bank accounts anywhere, the point is that I won the bonus that the casino winner mx gives and they asked me for the authorization code of the transaction of 200 that I deposited in the casino to be able to withdraw my winnings but my damn bank blocked my account and I dialed, I went personally and they did not return it to me because it was already definitively blocked and I told them that I only needed the authorization code for the transaction that the casino asks me for but they never gave me they wanted to give it

Searching the internet I came across your website and I found it very interesting and encouraged me to ask for help to see if you can reach an agreement with the casino to be able to withdraw my refund ($1,700) to another account of course, yes. It is not possible just to return the 200 that I deposited, I would really appreciate your help. Cheers!

Dear alf44,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Is there any other alternative withdrawal method that you could use?

Have you tried contacting the casino regarding this issue?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Have you made successful withdrawals before?

It is my first withdrawal that I was going to make, everything was going well until the bank blocked my account definitively.

Is there any other alternative withdrawal method that I can use?

Yes, I have another account that I can use in which the winnings can be deposited.

Have you tried contacting the casino regarding this issue?

Yes, but they ask me for the authorization code of the transaction of the 200 that I deposit but I no longer have the account of that bank, it was the one that blocked me.

Thank you very much for your reply, alf44. Do you have any confirmation from your bank that the account has been blocked? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Good morning, I already read everything I have to your email

Thank you very much, alf44, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello alf44,

I have reviewed your case and will contact the casino to see if I can help. In the meantime, are you able to please clarify why your previous bank account was blocked?

We would like to invite Winner Casino MX Casino to join the conversation and participate in the resolution of this complaint.

Dear Winner Casino MX,

Can you please provide further information about the situation with the player's withdrawal? Is it not possible to use an alternate withdrawal method?

Kind regards,

Adam

Hello good day, thanks for the support

I tell you that I never had a problem with the casino, they were very kind and patient with me, it should be noted that I give the casino a 10, they just do their job.

The person I had problems with was my bank, they blocked it because it was new, the card was a virtual account, I only used it to transfer 200 to the casino and receive my bonus earnings, but OH! Surprise, when I wanted to enter again to send the casino guys what they asked for, they no longer let me in, I tried again and again until it got blocked, I went to the bank and they told me that the account had been canceled as it was a simple, virtual account something they told me they had closed it but that they could open another one and I told them that the one they needed was the one I had opened to get the document that the casino asked me for but they could never give it to me.

I already entered another account at the casino to which I can access without problem and I made the withdrawal but it does not work and I imagine that it is because of the detail that happened with my first bank, that is why I request help to see if it can be negotiated or done something with the casino, if nothing can be done, thank you too

regards

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear alf44,

I have now contacted the casino via Skype, so I will extend the timer once more in the hope we can get this issue resolved.

Kind regards,

Adam

Dear alf44,

I was told by the casino via Skype that they were checking the issue and would reply with more information.

Our usual policy is to allow each party of this complaint 2 weeks to respond, so we will allow one final chance for the casino to provide further information, otherwise, this complaint will be closed as 'unresolved'.

In the meantime, please let us know if there have been any developments.

Kind regards,

Adam

Dear alf44

Hope you are well.

The account has been tagged for suspicious activity,

We checked your case and we will provide you with 1700 mxn cash to withdraw.

Best Regards

Winner.mx 

Thank you very much for the update, Winner Casino MX.

Dear alf44,

Please let us know when you have received your payment and we will close the complaint as 'resolved'.

Kind regards,

Adam

Dear alf44,

Please provide us with an update on the situation. Have you received the payment? I will extend the timer for 7 days, if we do not hear anything further from you within this timeframe the complaint will be rejected.

Kind regards,

Adam

Dear alf44,

Although it seems that the issue has been resolved, we have not received any confirmation from you so this complaint will now be rejected as previously stated.

Kind regards,

Adam