The player from Mexico had their winnings of $3062.00 MXN confiscated after activating a welcome bonus and meeting the wagering requirements. The casino claimed the account did not pass a routine check but did not provide a specific reason for the failure.
Winner Casino MX - Player's winnings have been confiscated.
Amount: Mex$3,062
Winner Casino MX
Safety Index:Below averageSafety Index
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5.9
Winner Casino MX has a Safety Index of 5.9, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case opened
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Waiting for Casino Guru to reply
6d 19h 57m 1s
Case summary
4 hours ago
Public
Public
12 hours ago
Translation
I activated the welcome bonus and met the wagering requirements to unlock it. I generated winnings and continued playing, and just as I was about to start the verification process and make the deposit they require, which is $200 to withdraw winnings, out of nowhere, I found that my winnings were taken away and my balance was $0, whereas I already had winnings of $3062. I sent a message in live chat and they told me the following: "Thank you for your patience, we inform you that by administrative decision, $3062.00 MXN in winnings has been deducted from your account. This is because your account did not pass a routine check. All accounts registered with Winner undergo random monitoring processes to maintain the quality and integrity of our service."
Additionally, they mentioned that it was necessary to review payment methods to keep the account in order.
After that, they told me that the winnings would not be returned to me because the security filters, etc., and that my account did not pass those filters. I point out that at no time was I given the exact reason why I supposedly failed those filters; they simply said that they would not return anything to me and that my account does not meet the conditions necessary for the use of bonuses, which is illogical because if it were the case, they wouldn't have given me the bonus in the first place.
Automatic translation:
Public
Public
4 hours ago
Dear jonabtar40,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winner Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Since when have you been a player of the casino?
- Has your account been blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Do I understand correctly you achieved your winnings with the help of a deposit welcome bonus?
- Have you created an account in this particular casino in the past?
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,
Tomas
Casino Guru is examining the case
