Winner Casino MX - El jugador está criticando los límites máximos de retiro.

I won a Jackpot, I claimed my prize through withdrawal, they tell me that I can only make withdrawals of 25 thousand pesos every 48 hours, ok I made a withdrawal for 25 thousand pesos and that it would take from one day to 4 working days, because it took 6 days to deposit that withdrawal, they excused themselves that the system had not processed it automatically, and that they had processed it manually, which took more than the maximum 4 days that it marks in its terms and conditions, well later if they let me make 5 withdrawals for 25 thousand pesos each, those if they reflected me in my bank account the next day, I wanted to withdraw again and it is no longer possible, I spoke and they told me that I already reached the withdrawal limit which is 150 thousand pesos per month for unverified accounts, it has More than a week since I sent my documents and by email they replied that they had received my documents successfully that in 1 to 2 business days my account was verified, they told me that the system is currently not verified I have accounts, and that to be able to make another withdrawal it has to be within a month, it does not seem fair to me, and that I blame the system for everything, I opened my account in that casino (winner.mx) without investigating before, I am looking for information about that casino and a very bad reputation and I don't know that there are so many points on the blacklist and many complaints, the only thing I have is the email from them where they received the documents for the verification of my account and where it says that at most there are two days for the verification of the account, why until that when the deposits were reflarom me they did not notify me by mail as any other casino does, oh and of the 6 withdrawals that I already made only the first I got the notification that they had received my refund, oh and if I have the emails of the deposits I have made. I hope this case has a solution , because it is not fair , you win and they give you a thousand excuses not to pay in full , thanks and best regards

Gane un Jackpot , reclamé mi premio mediante reatiro, me dicen que solamente puedo hacer retiros de 25 mil pesos cada 48 horas , ok hice un retiro por 25 mil pesos y que esté demoraría de un día a 4 días laborables , pues tardaron 6 días en depositarme ese retiro, se excusaban que el sistema no lo había procesado automaticamente, y que ellos lo había procesado manual mente que tardaron más de los 4 días máximos que marca en sus términos y condiciones, bueno después si me dejaron hacer 5 retiros por 25 mil pesos cada uno, esos si me reflejaron en mi cuenta bancaria al siguiente día , quise volver a retirar y ya no se puede , hable y me dicen que ya llegué al límite de retiros que es 150 mil pesos al mes para cuentas no verificadas , tiene más de una semana que mandé mis documentos y por medio de correo electrónico me contestaron que habían recibido mis documentos con éxito que de a 1 a 2 días laborables mi cuenta quedaba verificada , me dicen que el sistema actualmente no está verificando cuentas, y que para poder hacer otro retiro tiene que ser hasta dentro de un mes , no se me hace justo, y quee hechana culpa al sistema para todo , abri mi cuenta en ese casino(winner.mx) sininvestigar antes , estoy buscando información sobre ese casino y una muy mala reputación y no se que tantos puntos en la lista negra y muchas quejas , lo único que tengo es el correo electrónico de parte de ellos donde me recibieron los documentos para la verificación de mi cuenta y donde dice que como máximo son dos días para que que quede la verificación de la cuenta , por qué hasta eso cuando se me reflarom los depósitos no me avisaron por medio de correo como los hace cualquier otro casino, ah y de los 6 retiros que ya hice solamente el primero me llegó la notificación de que habían recibido me reintegro , ahh y si tengo los correos de los depósitos que he hecho . Espero y tenga solución este caso , por qué no es justo , ganas y te ponen mil pretextos para no pagar completo , gracias y muchos saludos

Dear Hugo Israel,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please let me ask you a few questions, so I can understand the whole situation completely. Could you please advise if the entire amount of Mex$229,000 has been approved by the casino and subsequently split into several installments? Could you please advise how much is the remaining amount to be received?

Meanwhile, I have checked the general terms and conditions, and this is what I found:

"Currently, the maximum amount (the "Maximum") is set at $120,000 MXN, in any 30-day period. If the amount to be withdrawn is greater than allowed, the amount in excess of the maximum will be returned to the player's account, allowing the player to withdraw additional funds in the time established and permitted in accordance with this term. The above also applies to progressive jackpot payouts. Withdrawals are contingent on all conditions specified above and verification of all necessary documents as specified in clause 9.4 below."

Please understand, that we can’t penalize the casino for splitting your win into several installments, especially, if this information is clearly stated in their terms and conditions.

Please let me know if this advice was helpful. Thank you in advance for your reply.

Best regards,

Petronela

The total of the Jackpot was 434609.73 they have already made 6 deposits of 25 thousand pesos each, a total of 150 thousand pesos, they told me that I could not withdraw more for another month because my account has a limit of 150 thousand pesos at month for being an unverified account, yesterday I tried to make withdrawals and if he let me make the withdrawals, there were 3 withdrawals for 25 thousand, another for 20 thousand and one more for 5 thousand, I tried to make another withdrawal but I could not (failed transaction) it is assumed that I could only withdraw 120 thousand per month, since it was a total of 150 thousand pesos that they deposited with me, later they said that it could not be withdrawn until next month, another lie, I repeat yesterday I made 3 withdrawals and if the system let me do them,.

My account ? So it can't be verified?

I am calmer now because they have already started to deposit me but I am very confused with their rules, terms and conditions, privacy notice, that is, because they deposited 150 thousand and according to nothing else they could up to 120 thousand, which the system was not going to allow make withdrawals until the month will pass and yesterday I was able to make three withdrawals,

P.S. I am more interested in having the account verified

El total del Jackpot fue de 434609.73 ya me han hecho 6 depósitos de 25 mil pesos cada uno total de 150 mil pesos , me dijeron que ya no podía retirar más hasta dentro un mes que por qué mi cuenta tiene un límite de 150 mil pesos al mes por ser una cuenta no verificada , el día de ayer intenté hacer retiros y si me dejó hacer los retiros , fueron 3 retiros unos por 25 mil , otro por 20 mil y uno más por 5 mil, intenté hacer otro retiro pero ya no pude (transacción fallida) se supone que solo podía retirar 120 mil por mes , pues fue un total de 150 mil pesos que ellos me depositaron , posteriormentee dijieron q no podía ser retiros hasta el próximo mes , otra mentira, le repito ayer hice 3 retiros y si me dejó hacerlos el sistema ,.

Mi cuenta ? Osea que no puede ser verifacada?

Ya estoy más tranquilo por qué ya me empezaron a depositar pero estoy muy confuso con sus reglar ,términos y condiciónes aviso de privacidad , osea por que si me depositaron 150 mil y según nadamás se podía hasta 120 mil , que el sistema no iba a dejar hacer retiros hasta que pasará el mes y ayer pude hacer tres retiros ,

PD. Me interesa más tener verificada la cuenta

Good evening, regarding my balance from the casino, I have already deposited most of it, the strange thing is that yes, they say in their terms and conditions that it is 120 thousand and it is already double what they deposit me, I do not understand but well it's in my favor, thank you very much casino guru for taking care of my complaint

Buenos noches , con respecto a mi balance por parte del casino ya me depósito la mayor parte , lo extraño es que si, que dicen en sus términos y condiciones q es 120 mil y ya va el doble d eso que me depositan, no entiendo pero bueno está a mi favor, muchas gracias casino guru por a ver antendido mi queja

Great news, Hugo Israel. Please let me know as soon as you receive all your winnings.

Good evening, winner casino, I already deposited my winnings, thank you very much

Buenas noches , winner casino ya me depósito mis ganancias , muchas gracias

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Hugo Israel, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru