Winpot Casino - Player's withdrawals are blocked and funds are delayed.

I have a problem with Winpot. The casino has blocked my withdrawals. My mistake was that my husband deposited 100 pesos for me just once to be able to play; I didn't know that this wasn't allowed. I've made several withdrawals at Winpot, up to 6,000 pesos, but because they accepted my error of depositing from a third-party account (my husband's) at the beginning, now my withdrawals are suspended. I have 5,000 pesos stuck. I have sent the requested documents about 15 times. They just send me the same email over and over again, asking for what I've already sent. I have sent emails explaining every single document, and I even sent extra documents to prove that I am real and that I am indeed the account holder—my ID from both sides, a video with the ID, my bank statement, my work ID, proof of transactions I've made on Winpot, and from my husband’s account, which was the third-party account. I’ve sent both sides of his ID, his bank statement, the deposit receipt to Winpot, and an explanation with his name, my name, date, signature, and clarifying that it was a one-time thing. Winpot insists that the account must use a card already authorized on their platform, and I’ve told them repeatedly that it was just that one time and nothing else, but they keep sending the same response in every email, not moving forward. Two days ago, my husband had an accident on his motorcycle. He's 27 years old, and in the impact, he lost his wallet, phone—everything he had in his backpack. We live in Saltillo, Coahuila, but we’re currently in Aguascalientes. I sent extra documents because I lost my ID and just recently processed a new one, so I don't have the photo they ask for with me holding the ID. That’s why I sent the video I already had, but they say the ID isn’t clear in it. As for my husband—God, my husband mattered more to me than looking for his wallet or knowing where it fell during the impact. Fortunately, some people helped him, thinking he only had external injuries, but it wasn’t the case. My husband has had asthma since birth, and due to the adrenaline, he managed to get up, but when they helped him, he couldn't breathe. He broke several ribs, and his asthma got worse. Here are the photos they sent me when they informed me. He was thrown on Avenida Tecnologico, heading towards San Luis in Aguascalientes. I'm 29 years old, he's 27. I’ve been sleeping at the central station for days; I want to shower and eat. I am desperate. I NEED MY MONEY URGENTLY. I don't even have enough to sleep or eat. I don't know what else to send to prove that it’s really me. I have been struggling for days, but they cancel withdrawals on Thursday and never respond until Monday. I have those screenshots and more. PLEASE HELP ME.

Dear Andrearanita23,

Thank you very much for submitting your complaint. I’m sorry to hear about your circumstances. I have checked the terms and conditions of the casino, and this is what I found https://www.winpot.mx/info/terms-and-conditions

 VI. DEPOSITS AND WITHDRAWALS

31.By opening an account with a debit or credit card, the Client assures and guarantees us that he/she is using his/her own card. We are entitled to understand that the Client is doing so.

 Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

Best regards,

Tomas

Hello, in fact they asked me for my husband's bank statement where the deposit that my husband's IFE made to me is reflected. And a handwritten letter from him with the date, his name, my name, an explanation of use and his signature. As an extra, I sent the ticket. Two letters from him... a photo of him with the letter and the bank with the details of the card that was used... and still no response. They keep giving me the same answer. And it's because I didn't know about the consequences of depositing from someone else's card. If I didn't, I would never have done it... in fact, I have proof of what I'm writing.

Thanks for your reply.

I wish I could be of more help. We can't assist you further with the issue, even if the casino continues to communicate with you and works on a resolution. From my point of view, make sure the documents the casino requires for verification are readable and of high enough quality. I genuinely hope the casino will continue to work on the problem with you despite our lack of intervention in the matter and similar issues will avoid you in the future.