Winner Casino MX - Player’s winnings were partially confiscated.

They heavily promote their bonus, and when you meet the requirements and unlock it, they ask for a 200 deposit, which comes with another bonus. You have to play through both bonuses 50 times, which is around 50,000 pesos—difficult to achieve and unlock. After managing to get the money into the withdrawable section, you undergo a verification process that lasted at least 15 days for me. Then, out of the 3,999 pesos, they only sent me 200 pesos and canceled the remaining 3,799 pesos without any explanation. They don’t want to pay even when you meet all their requirements. I do not recommend this place; look for another option, really.

Dear gabrielgomezgalvez85,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

Could you please send me the link or the screenshot of the first bonus you activated? Was it a free, no-deposit bonus?

When you deposited money into the casino, did you have to activate a new bonus or was it given to you automatically? Please send me the screenshot or the link of this bonus as well.

Have you communicated with the casino customer support regarding your voided winnings?

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

Best regards

Veronika

Dear gabrielgomezgalvez85,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, the first bonus was the welcome bonus of 700, I completed it and the withdrawable amount appeared and from there they asked me to deposit 200 and that at that moment I could use the winnings plus the 200 pesos, which was not the case, an automatic bonus of 600 was activated. which I released again and they canceled me immediately I sent the captures I have

Here I send you the screenshots I have

The no-deposit bonus of $700 comes with specific Terms and Conditions that can be found here. The Terms and Conditions state the following:

8. You must make a first deposit of at least $200 MXN to be able to withdraw winnings once the bonus is released.

9. The player can only make 1 withdrawal of the winnings obtained using the free no deposit bonus, and this withdrawal is limited to a maximum amount of $1,500 MXN.

11. The free bonus amount cannot be redeemed for cash; it can only be used to meet the wagering requirements. Upon meeting the wagering requirements and requesting a withdrawal, the bonus funds will be deducted from the user's account.

Do I understand correctly that you finished wagering your no-deposit bonus before you deposited to the casino?

Could you please specify which bonus you activated with your first deposit and which games you played?

Have you asked the casino customer support why the rest of your winnings were canceled?

Do I understand correctly that your account is currently blocked?

Dear gabrielgomezgalvez85,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

They keep asking the same questions that I already explained when I filed the complaint, they only go over the information they have to not give a solution and that is because I am right in this if it were not like that and I had breached the terms of the quick bonus they showed it to me but Since they don't like to pay what you earn, they keep coming back to the same thing, this is disappointing because they will only lose more and more players in my case BBRBET IF THEY PAY WHEN YOU WIN WITHOUT PROBLEMS UNLIKE YOU

I apologize for the miscommunication. I would like to help you, however, firstly I have to collect as much information from you as possible.

It would be really helpful if you sent me the link or the screenshot of the bonus you activated with your first deposit. Also, kindly send me the screenshot of your bonus and transaction history.

Moreover, I will need the chat transcripts or emails of your communication with the casino customer support. Please send me the requested evidence at veronika.l@casino.guru. Thank you for your patience and cooperation.

Dear gabrielgomezgalvez85,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.