Winner Casino MX - Player's winnings have been confiscated.

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.

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

I have been a casino player for a short time now.

No, they did not block the account, they just confiscated the money without giving me any real reason or motive as to why they did it.

I played slots

That's right, I made the profits with the welcome bonus but it's without a deposit.

No, this was the first account I created.

Thank you very much, jonabtar40, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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 jonabtar40,

I am so sorry to hear your winnings were confiscated. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Winner Casino MX representative to join this conversation and participate in resolving this complaint.

Dear Winner Casino MX,

Could you comment on this and state why the player's winnings were confiscated?

Thank you in advance for providing the information.

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.

Hello, thank you very much Stefan, I am still waiting for a response from the casino but nothing yet.

Dear jonabtar40,

I have contacted the casino one more time outside of the complaint thread and will extend the timer by an additional three days. I hope that we get a response from their side.

Your patience is much appreciated.

Hi Stefan, I appreciate your time and help. Let's wait for a response from the casino.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "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 might 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 you contact the Dirección General de Juegos y Sorteos Mexico (http://juegosysorteos.gob.mx/es/Juegos_y_Sorteos/Orientacion_en_linea) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru