Winner Casino MX - Se ha retrasado el pago de las ganancias del jugador.

First, I initiated a verification process on July 22, 2026, in the same application where their section is located. I uploaded the required documents. Everything was fine up to that point. I completed the welcome bonus, which offered 700 MXN and required a 40x rollover. After that, I followed the instructions to deposit 200 MXN to successfully withdraw the 1500 MXN winnings. However, I was surprised to find that when I contacted customer support, my account hadn't been verified, and they requested several additional documents to validate it. These documents were submitted correctly, but I still haven't received a response from the casino.

Today, July 27, 2026, I spoke with support again, and they stated that my deposit would arrive within 48 business hours, but I haven't received a response regarding my verification. I don't know if they are just playing with my time and the money I earned, but I need an answer now.

Primero inicie una verificación el día 22 de julio del 2026 en la misma aplicación donde viene su apartado, subí los documentos requeridos. Todo bien hasta ese momento, complete el bono de bienvenida donde te daban 700mx y tenias que completas un rollover de x40. Se hizo posterior a esto seguí la indicación de depositar 200 para liberar exitosamente la ganancia de 1500mx. ¨Pero me llevo la sorpresa de que al hablar con atención a cliente mi cuenta no ha sido verificada y por lo tanto me piden diferentes documentos para validar mi cuenta. Los cuales fueron enviados correctamente igual pero sigo sin tener respuesta de este casino.

El día de hoy 27 de julio del 2026 hable nuevamente con soporte afirmando que mi deposito llegaría en 48hrs hábiles, pero no he tenido respuesta de mi verificación no se si solo están jugando con mi tiempo y con el dinero ganado pero ocupo una respuesta ya.

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Dear Manupadixx,

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 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

Dear Manupadixx,

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 Manupadixx,

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,
Jean
Casino.Guru