Winner Casino MX - Las ganancias del jugador fueron confiscadas.

I activated the welcome bonus and met the wagering requirements to unlock it. I generated winnings and continued playing, and just as I was about to start the verification process and make the deposit they require, which is $200 to withdraw winnings, out of nowhere, I found that my winnings were taken away and my balance was $0, whereas I already had winnings of $3062. I sent a message in live chat and they told me the following: "Thank you for your patience, we inform you that by administrative decision, $3062.00 MXN in winnings has been deducted from your account. This is because your account did not pass a routine check. All accounts registered with Winner undergo random monitoring processes to maintain the quality and integrity of our service."

Additionally, they mentioned that it was necessary to review payment methods to keep the account in order.

After that, they told me that the winnings would not be returned to me because the security filters, etc., and that my account did not pass those filters. I point out that at no time was I given the exact reason why I supposedly failed those filters; they simply said that they would not return anything to me and that my account does not meet the conditions necessary for the use of bonuses, which is illogical because if it were the case, they wouldn't have given me the bonus in the first place.

me activaron el bono de bienvenida y cumpli los requisitos de apuesta para liberar el bono, genere ganancias y seguí jugando y cuando iba a iniciar el proceso de verificación y hacer el depósito que piden que son $200 para poder retirar ganancias de la nada me aparece que me quitaron las ganancias y mi balance estaba en $0 cuando ya tenía ganancias de $3062. Les envié mensaje en el chant en vivo y me dijeron lo siguiente "Gracias por el tiempo de espera, te informamos que por decisión

Cristina R

administrativa se han realizado recortes de ganancias de tu cuenta por el monto de $3062.00

MXN. Esto es debido a que tu cuenta no pasó un monitoreo de rutina. Todas las cuentas registradas en Winner atraviesan por procesos de monitoreo aleatorios, para mantener la calidad e integridad de nuestro servicio.

Adicional a esto, es necesario realizar la revisión de métodos de pago, esto con el fin de mantener la cuenta en orden;"

seguido de eso me dijeron que las ganancias no iban a serme devueltas que por qué los filtros de seguridad y así y que mi cuenta no había pasado esos filtros. Aclaro que en ningún momento me dieron el motivo exacto por el cual incumpli supuestamente esos filtros solo me decían que no me regresaran nada y que mi cuenta no cumple con las condiciones necesarias para el uso de bonos algo que es ilógico porque si fuera así desde un principio no me hubiesen dado el bono

Dear jonabtar40,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winner Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Since when have you been a player of the casino?
• Has your account been blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Do I understand correctly you achieved your winnings with the help of a deposit welcome bonus?
• Have you created an account in this particular casino in the past?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas