Winner Casino MX - Las ganancias del jugador fueron anuladas.

I won the welcome bonus and I fulfilled all the terms and conditions and they gave me $1500 of the bonus I had to deposit $200 to be able to withdraw and I did so I deposited $200 and of those $200 I earned another $500 and I asked for another withdrawal of $500 that is already $2,000 and they never gave me anything they only reimbursed me $200.

I have the entire conversation, including where I ask them how I can verify my account to be able to collect my earnings and they tell me that there is no need to verify.

Gane el el bono de bienvenida y cumpli con todos los terminos y codiciones y me dieron $1500 del bono tenia que depositar $200 para poder retirar y lo hice deposite $200 y de esos $200 gane otros $500 y pedi otro retiro de $500 o sea ya ivan $2,000 y nunca me dieron nada solo me rembolsaron $200.

Tengo toda la conversacion completa, incluso donde les pregunto que como puedo verificar mi cuenta para poder cobrar mis ganancias y me dicen que no hay necesidad de verificar.

Hello charis14z,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Winner Casino MX. Please allow me to ask you a few more question before we would move forward.

Could you please advise if the casino specified the reason behind the balance void? Can you forward your betting history to nikolas.b@casino.guru for further investigation?

Looking forward to your answer.

Regards,

Nick

Hello, good morning, of course, I have sent you a file issued by the casino.

It won't let me attach the file, that's why I'm sending a screenshot.

Hola buen dia, claro le envio un archivo emitido por el casino.

No me deja adjuntar el archivo, por eso envio captura de pantalla.

Good morning, I already sent you the documentation you requested to the email nikolas.b@casino.guru

Cheers!

Buen dia, ya le mande la documentacion que me solicita al correo nikolas.b@casino.guru

Saludos!

Could you please advise which e-mail did you use to forward it? I could not find the one you use here in my mailbox.

Thank you charis14z for the clarification. Unfortunately there still isn't mentioned any concrete reason for the deduction of your money. I will now forward your complaint to my colleague Adam who will try to get in touch with the casino and find out more information regarding your case.

Wish you best luck resolving it.

Regards,

Nick

Hello charis14z,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Winner Casino MX to join the conversation and participate in the resolution of this complaint.

Dear Winner Casino MX,

Can you please clarify the reason for confiscating the player's winnings?

Kind regards,

Adam

Good morning, no problem you can add to the casino, I also want a good reason why my winnings were canceled

Buen dia, sin problema puede agregar al casino, yo tambien quiero una buena razon del por que cancelaron mis ganacias

Dear charis14z,

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask Winner Casino MX to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Dear charis14z

Hope you are well.

The account has been tagged for suspicious activity,

We checked your case and we will provide you with 2K mxn cash to withdraw.

Best Regards

Winner.mx 

Dear Winner Casino MX,

Thank you for your response and for updating us on the situation.

Dear charis14z,

Please let us know when you have received the amount in your account.

Kind regards,

Adam

Good morning, I apologize for the delay Adan, I already received them on my card... I appreciate all the support to the casino guru team for their great performance in supporting the consumer, 1000 thanks!

Buen día una disculpa por la demora Adan, ya los recibi en mi tarjeta... les agradesco todo el apoyo al equipo de casino guru por su gran desempeño en apoyo al consumidor 1000 gracias!!

Dear charis14z,

I'm glad to hear that your issue has been resolved. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam