Winner Casino MX - Las ganancias del jugador han sido canceladas.

I won the welcome bonus withdrew 1500 after I made the deposit of 200 and they did not deposit anything to my bank account and they canceled the winnings in my casino account I ask for a clear explanation of why and they do not give it to me

Gane el bono de bienvenida retire 1500 despues de que hice el deposito de 200 y no me depositaron nada a mi cuenta bancaria y me anularon las ganacias en mi cuenta de casino pido una explicacion clara del porque y no me la dan

Dear Olegario22,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your initial winnings were accumulated from a free (No Deposit) bonus? Consequently, you placed a minimum mandatory deposit to verify your payment method, is that correct?

Could you please advise if you have redeemed any promotional offers from this casino previously?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Good afternoon, the earnings were accumulated by the welcome bonus and I also made a deposit of 200 to be able to withdraw the earnings (that was already deposited to my bank account)

And about whether I have redeemed any other promotion before, no, but they had already told me in a facebook group that this casino (winner) does not pay the winnings and also about your page (guru) that could help me with my case is that's why I'm writing to you

Buenas tardes, las ganacias si fueron acumuladas por el bono de bienvenida y tambien realice un deposito de 200 para poder retirar las ganacias (ese ya me lo depositaron a mi cuenta bancaria)

Y sobre si se he canjeado alguna otra promoción anteriormente no, pero ya me habian comentado en un grupo de facebook que este casino (winner) no paga las ganacias y tambien sobre su pagina de ustedes (guru) que me podian ayudar con mi caso es por eso que les escribo

Thank you very much, Olegario22, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Olegario22,

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 provide an explanation regarding the confiscation of the player's funds?

Kind regards,

Adam

Dear Olegario22,

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. 

Good morning, thanks for all the support.

I have not had any response from the casino either, my account remains the same at 0

Buen dia, gracias por el todo el apoyo.

No he tenido ninguna respuesta tampoco del casino, mi cuenta sigue igual en 0

Hello Olegario22,

I have since made contact with the casino via Skype and I am awaiting further information. I will update you here as soon as I receive a response.

Kind regards,

Adam

Ok, thank you so much

Ok, muchisimas gracias

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Good morning, okay

Buen dia, ok

Hello Olegario22,

The casino has told me that they are still checking your case, so I will allow more time for them to respond.

Dear Winner Casino MX,

I will extend the timer one more time, please be aware if there is still no response upon its expiry the complaint will be closed as 'unresolved' as previously mentioned.

Kind regards,

Adam

ok i will wait

Ok, esperare

Dear Olegario22,

Unfortunately, I have had no further response from the casino. I’m afraid there is not much that can be done without cooperation from their side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend that you contact the Dirección General de Juegos y Sorteos (http://juegosysorteos.gob.mx/es/Juegos_y_Sorteos/Orientacion_en_linea) and submit a complaint to them. Please let me know how they responded (adam.m@casino.guru).

I am sorry I could not have been of more help.

Best regards,

Adam

This complaint has been reopened at the request of the casino.

Dear Olegario22,

I have received the following response from the casino:

"Dear Olegario22

Hope you are well.

The account has been tagged for suspicious activity,

We checked your case and we will provide you with 1700 mxn cash to withdraw.

Best Regards

Winner.mx "

Please check your account and confirm that the matter has been resolved.

Kind regards,

Adam

Dear Olegario22,

Please respond and confirm if the matter has now been resolved. If we do not hear from you within the set timeframe the complaint will be rejected.

Kind regards,

Adam

Good morning, I already made the withdrawal of my earnings but I still haven't received them in my bank account

Buen día, ya hice el retiro de mis ganancias pero aun no las recibo en mi cuenta bancaria

Thank you very much for the update, Olegario22.

Please let us know when you have received the payment, we will keep the complaint open until then.

Kind regards,

Adam

Ok, as soon as I receive it I'll let you know, thanks for the support

Ok, en cuanto lo recibo se los hago saber, gracias por el apoyo

Not yet, attached photos of the casino.

Aun no queda, anexo fotos del casino.

Hello Olegario22,

Am I correct in stating that the withdrawal was requested on 5.10.2022?

Please be aware that payment could take anything from a few days to a couple of weeks to reach your account.

I will extend the timer for 14 days, please continue to keep us updated in the meantime.

Kind regards,

Adam

Thank you, of course I will keep you posted on everything

Gracias, claro que si los mantendre al pendiente de todo

Good morning, I have already received my earnings in my bank account.

Thank you very much for all the support casino guru I congratulate you for your work.

Buen día, ya he recibido mi ganacias en mi cuenta bancaria.

Muchas gracias por todo el apoyo casino guru los felicito por su trabajo.