Winner Casino MX - El jugador afirma que el pago se ha retrasado.

Today I redeemed the welcome bonus they give at the casino. When I asked support how I could make the withdrawal, they told me that I could only withdraw the money by depositing $200, since that way my bank account was verified.

I proceeded to make the transfer since many casinos work that way and I had no problem with that instruction.

When I wanted to withdraw the 1700 (which by the way, support told me I didn't need to play the full $200 and that I could withdraw them in full along with my bonus winnings), I noticed that it took longer than the staff had told me, so I went back to them and they told me I had to verify my account.

I proceed to do the verification, and at the time of having sent my documents from their portal, they tell me that only my identification was registered, that I must now select the passport section, and scan my INE there and that it will open the "proof of address" section that I strictly must not leave space between the camera limit box and my identification, I did this and I tried it on several devices, I deleted data, cookies, other browsers, I tried everything for more than 8 hours, and my proof never appeared when their system shows me everything in green that it was entered correctly.

It's a pain that you can't send them the receipt by email or chat since that's the only thing missing, now I not only wasted my time releasing the bonus but I also lost my $200 because they will never verify me and honestly I'm already annoyed, fed up and frustrated trying FOR MORE THAN 8 HOURS and that support only repeats the same thing to me over and over.

El día de hoy libere el bono de bienvenida que dan en el casino, al momento de preguntar en soporte como podía realizar el retiro me comentaron que únicamente depositando $200 podría retirar el dinero pues de esta manera quedaba verificada mi cuenta bancaria.

Procedi a realizar la transferencia ya que en muchos casinos así funciona y no tuve problema con esa instruccion.

Al momento de querer ya retirar los 1700 (que por cierto soporte me dijo que no necesitaba jugar los $200 y que podía retirarlos completos junto con mi ganancia del bono), note que tardo más de lo que me había comentado el personal, entonces vuelvo a acudir a ellos y me dicen que debo verificar mi cuenta.

procedo a hacer la verificación, y al momento de haber enviado mis documentos desde su portal, me dicen que únicamente se registró mi identificación, que debo seleccionar ahora el apartado de pasaporte, y escanear ahí mi INE y que me abrirá el apartado de "comprobante de domicilio" que estrictamente no debo dejar espacio entre el recuadro límite de la cámara y mi identificación, esto lo hice y lo intenté en varios dispositivos, borré datos, cookies, otros navegadores, todo lo intenté por más de 8 horas, y mi comprobante jamás les apareció cuando a mi su sistema me arroja todo en color verde de que se ingresó correctamente.

Es un fastidio que no se les pueda enviar el comprobante por correo o el chat ya que es lo único que falta, ahora no solo perdí mi tiempo liberando el bono si no que también ya perdí mis $200 porque nunca me van a verificar y honestamente yo ya me fastidie, me harte y me frustre en intentarlo POR MÁS DE 8 HORAS y que soporte solo me repitiera lo mismo a cada rato.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear player,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Dominika

Casino.Guru