Winner Casino MX - Player’s winnings have been cancelled.

I won the welcome bonus withdrew 1500 after I made the deposit of 200 and they did not deposit anything to my bank account and they canceled the winnings in my casino account I ask for a clear explanation of why and they do not give it to me

Dear Olegario22,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your initial winnings were accumulated from a free (No Deposit) bonus? Consequently, you placed a minimum mandatory deposit to verify your payment method, is that correct?

Could you please advise if you have redeemed any promotional offers from this casino previously?

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

Good afternoon, the earnings were accumulated by the welcome bonus and I also made a deposit of 200 to be able to withdraw the earnings (that was already deposited to my bank account)

And about whether I have redeemed any other promotion before, no, but they had already told me in a facebook group that this casino (winner) does not pay the winnings and also about your page (guru) that could help me with my case is that's why I'm writing to you

Thank you very much, Olegario22, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Olegario22,

I have reviewed your case and will contact the casino to see if I can help.

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

Dear Winner Casino MX,

Can you please provide an explanation regarding the confiscation of the player's funds?

Kind regards,

Adam

Dear Olegario22,

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

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

Good morning, thanks for all the support.

I have not had any response from the casino either, my account remains the same at 0

Hello Olegario22,

I have since made contact with the casino via Skype and I am awaiting further information. I will update you here as soon as I receive a response.

Kind regards,

Adam

Ok, thank you so much

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’.

Good morning, okay

Hello Olegario22,

The casino has told me that they are still checking your case, so I will allow more time for them to respond.

Dear Winner Casino MX,

I will extend the timer one more time, please be aware if there is still no response upon its expiry the complaint will be closed as 'unresolved' as previously mentioned.

Kind regards,

Adam

ok i will wait

Dear Olegario22,

Unfortunately, I have had no further response from the casino. I’m afraid there is not much that can be done without cooperation from their side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend that you contact the Dirección General de Juegos y Sorteos (http://juegosysorteos.gob.mx/es/Juegos_y_Sorteos/Orientacion_en_linea) and submit a complaint to them. Please let me know how they responded (adam.m@casino.guru).

I am sorry I could not have been of more help.

Best regards,

Adam

This complaint has been reopened at the request of the casino.

Dear Olegario22,

I have received the following response from the casino:

"Dear Olegario22

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 "

Please check your account and confirm that the matter has been resolved.

Kind regards,

Adam

Dear Olegario22,

Please respond and confirm if the matter has now been resolved. If we do not hear from you within the set timeframe the complaint will be rejected.

Kind regards,

Adam

Good morning, I already made the withdrawal of my earnings but I still haven't received them in my bank account

Thank you very much for the update, Olegario22.

Please let us know when you have received the payment, we will keep the complaint open until then.

Kind regards,

Adam

Ok, as soon as I receive it I'll let you know, thanks for the support

Not yet, attached photos of the casino.

Hello Olegario22,

Am I correct in stating that the withdrawal was requested on 5.10.2022?

Please be aware that payment could take anything from a few days to a couple of weeks to reach your account.

I will extend the timer for 14 days, please continue to keep us updated in the meantime.

Kind regards,

Adam

Thank you, of course I will keep you posted on everything

Good morning, I have already received my earnings in my bank account.

Thank you very much for all the support casino guru I congratulate you for your work.