Winner Casino - discussão geral

The worst casino in Mexico, they are thieves 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, I deposited $200 and of those $200 I won another $500 and asked another withdrawal of $500, that is, they already paid $2,000 and they never gave me anything, they only reimbursed me $200.

they are thieves do not play this casino DO NOT PAY they should close it!

El peor casino de Mexico, son unos rateros 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.

son unos rateros no jueguen este casino NO PAGAN deberian de cerrarlo!

You wrote that the casino paid you already "they already paid $2,000", so it seems that all is fine.

After that, you wrote that "they only reimbursed me $200." I'm sorry but I can't comprehend what has truly happened. I want to be sure that I understand the situation.

I can reflect that to verify your payment option, so it can be used for the withdrawal, you may need to deposit using this particular payment option.

Sadly, we have no available bonus, hence I can't check the terms and conditions.

Can you advise about those rules applied to the bonus as well, please? Maybe there was some maximum cashout amount - it's a pretty common rule.

I played the bonus of $700 I fulfilled roller 50 times the amount that is 50 x 700 = $35,000 the casino gave me $1,500 in real money, in order to release I had to make a deposit of $200 I deposited the $200 and at the time of making the withdrawal of the $1,500 they tell me what it says in the following image in the chat... I also told them what paperwork was needed to verify the account and they told me nothing... I leave a screenshot of the chat, I have the entire conversation.

Jugue el bono de $700 cumpli con roller 50 veces la cantidad que son 50 x 700 = $35,000 el casino me dio $1,500 en dinero real, para poder liberar tenía que hacer un deposito de $200 deposite los $200 y al momento de hacer el retiro de los $1,500 me dicen esto que dice en la siguiente imagen en el chat... tambien les comente que papeleo se necesitaba para verificar la cuenta y me dijeton que nada... dejo captura del chat, tengo toda la conversación completa.

They never gave me my winnings, they only returned the $200 of the deposit, it is assumed that one is going to try his luck and win at the casinos and this casino only returns what one deposits, but the profits are not given, what is the use of playing if the profits that one generates they keep, that is a consumer abuse, a mockery, in a few words and bulgarly a ROBBERY

Nunca me dieron mis ganacias, solo me regresaron los $200 del deposito, se supone que uno va a probar suerte y ganar a los casinos y este casino solo regresa lo que deposita uno, pero las ganacias no las da de que sirve jugar si las ganacias que genera uno se las quedan ellos, eso es un abuso al consumidor, una burla, en pocas palabras y bulgarmente un ROBO

Hello,

I would guess that the problem was caused by the maximum bonus withdrawal. Can you advise, whether this is the reason? Anyway, there must be a reason for returning the deposit.

Could you kindly copy and paste the text you provided via screenshot directly to the replay, please?

It will get auto-translated.

Thank you.

Can you copy and paste the casino's explanation, please?

Thank you for your wait. I have reviewed your account and tell you that by administrative decision the profits in your account have been canceled and the deposits made have been refunded, this is because your account did not pass routine monitoring.

It happens that all accounts go through random monitoring processes, to maintain the quality and integrity of our service. For the time being, your account will remain with deposit and withdrawal restrictions.

And they never explained to me in detail what the routine monitoring was about.

I have all the history of bets and the chat conversation, if you like I will send it to you by email

Gracias por su espera. He revisado su cuenta y le comento que por decisión administrativa se han cancelado las ganancias de su cuenta y los depósitos realizados se reembolsaron, esto debido a que su cuenta no pasó un monitoreo de rutina. 

Sucede que todas las cuentas atraviesan por procesos de monitoreo aleatorios, para mantener la calidad e integridad de nuestro servicio. Por el momento, su cuenta permanecerá con restricciones de depósito y retiros.

Y nunca me explicaron a detalle de que se trataba el monitoreo de rutina.

Tengo todo el historial de apuestas y de la conversación del chat, si gusta se la envio a un correo

Well, we try to encourage casinos to explain any issue to the player with a maximum emphasis on all things the player has done incorrectly.

This is let's say a vague explanation.

Please share all related conversations via your complaint, also add this email you shared here.

I can see that Nick has already asked you about the reason.

Good morning, the Winner.mx casino took my winnings from me, mentioning that I breached some terms on their page and that for administrative reasons they had to withdraw my winnings. They mentioned something about a bonus which I lost before I bet my money and won.

Buen día, el casino Winner.mx me quitó mis ganancias mencionando que incumplí algunos términos de su página y que por cuestiones administrativas debian retirar mis ganancias. Mencionaron algo de un bono el cúal yo perdí antes de apostar con mi dinero y ganar.

Good, you found your way to submit the complaint. Keep it updated, and we shall see the outcome.

"Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?

Which games you’ve been playing (live casino games, slots, or sports betting)?

Were your winnings accumulated with or without an active bonus, please?"

Do it through this link, if you like.

Good morning, I have a problem with winner casino, it happens that the first time I registered everything was perfect, I met the bonus requirement, I deposited the 200 that they ask for to be able to withdraw and everything was fine, time passed and like everything I lost, something normal right, the problem came after I managed to win an amount of 600 Mexican pesos, I requested to withdraw and they ask me for countless documents ...... it should be noted that I already sent them, but they do not want to make them valid, it has been several days that they just do not solve me and daily I have to go contacting support and because they do not give me quick attention (I do not say that it is immediate, I understand that there are thousands of people who also want to be attended to) I try to wait to be attended to but a lot of time passes and well I have to work therefore I exit the app and when I re-enter my conversation is blocked and I have to start over due to inactivity, I start over and the same thing happens and so on, it becomes frustrating not being able to get out of that loop, I would greatly appreciate it Please help me, I know it's not a lot of money, but it's something, you can help me with something, sorry for the inconvenience and thank you very much, have a nice day

Buen día, yo tengo un inconveniente con winner casino,sucede que la primera vez que me registre todo perfecto, cumplí con el requisito del bono, deposite los 200 qué piden para poder retirar y todo bien, paso el tiempo y como todo perdía,algo normal no,el problema vino después que logre ganar una cantidad de 600 pesos mexicanos, solicite retirar y me piden infinidad de documentos...... cabe destacar que ya los envié, pero no me los quieren hacer válidos,ya tiene varios días que nomas no me resuelven y diario tengo que andar contactando a soporte y debido a que no me dan atención rápida (no digo que sea de inmediato, entiendo que existen miles de personas que también quieren ser atendidas) trato de esperar ser atendido pero pasa mucho tiempo y pues tengo que trabajar por lo tanto salgo de la app y cuando vuelvo a entrar mi conversación se bloquea y tengo que empezar de nuevo que por inactividad, vuelvo a empezar y sucede lo mismo y así sucesivamente, se vuelve frustrante no poder salir de ese bucle, agradecería bastante que me ayudarán, se que no es mucho dinero, pero algo es algo, de algo me pueden servir, disculpen las molestias y muchas gracias lindo dia

Good day! Obviously, it could be better.

I hope you don't mind a brief recapitulation to help me find out whether I understood this situation correctly:

You are still able to access your casino account, but for some reason the chat is not helpful, and occasionally you get kicked off. The verification process is not progressing smoothly because you have been asked to provide the same documents again.

I believe it is vital to focus on passing the KYC, since it is of the utmost importance. Could you perhaps provide insight into the issues with the initial set of documents? Did the casino specify what was missing or not accurate, please?

Some casinos eventually send emails with instructions; do they too?

My account was supposedly already verified, because as I mentioned I had already withdrawn once...

And if the few times I have managed to contact them, they always send me the same message about the documents but I have already sent them all, I don't even know what to do anymore, because they don't correctly specify what I'm missing, they just send me the same message over and over again, they also ask me to send them a screenshot of each deposit individually that I have made to the casino, the code for each one, account statements that by the way I have already sent but I don't know what, I am already desperate honestly, I can't understand why I didn't have a problem before and today I do.

Mi cuenta supuestamente ya estaba verificada, porque como comente ya había retirado una vez........

Y si las pocas veces que he logrado contactarlos siempre se me envía el mismo mensaje de los documentos pero ya envié todos,ya no se ni que hacer, pues no me especifican correctamente que me falta,solo me envían el mismo mensaje una y otra vez, me piden también que les mande captura de pantalla de cada depósito individualmente qué he hecho al casino, el código de cada uno, estados de cuenta que por cierto ya envié pero no se que, ya me desespere honestamente, no logro comprender porque anteriormente no tuve problema y hoy si

Hello and thank you.

I was just trying to find something we could use to figure out the best course of action, but I have to admit I have not the slightest idea of what seems to be wrong. How long have you been fighting for the last withdrawal? When has this second KYC been triggered?

Luckily for all players in need, we have a team of specialists ready to investigate the issue. Yet first we have to gibe casino 14 full days to manage the matter on its own.

Well, that does not mean you are not allowed to submit a complaint anyway.

If you like the idea, kindly start with this guide 👈

Let me know what you think about it, please.

Well, it would have been a good option, unfortunately I got desperate and decided to play and everything I had won goes away, but thank you very much for helping me.

Pues hubiese sido una buena opción, desgraciadamente me desespere y decidí jugar al hay se va todo lo que había ganado, pero muchas gracias por brindarme su ayuda

Well, I'm very sorry. In order to help you, exactly this situation cannot happen because then there is nothing to save. I thought you'd hang in there and we'd try to help.

If ever such a situation arises please be sure to get in touch and don't play any further because it can only escalate into a similar situation.😥

During the Fire Blaze: Red Wizard game round on Winner.mx, the screen displayed multiple high-value symbols and apparently was supposed to activate a feature, but the history recorded a prize of $32 MXN.

I immediately reported the incident to support and provided screenshots, round ID, and RSID.

The casino responded only that "the plays were made correctly", without explaining the visual discrepancy or providing technical details of the result calculation.

Durante la ronda del juego Fire Blaze: Red Wizard en Winner.mx la pantalla mostró múltiples símbolos de valor y aparentemente debía activar una función, pero el historial registro un premio de $32 mxn.

Reporte inmediatamente el incidente a soporte y proporcioné capturas, ID de ronda y RSID.

El casino respondió únicamente que "las jugadas se dieron de manera correcta", sin explicar la discrepancia visual ni proporcionar detalle técnico del cálculo del resultado.

Perhaps you could also try to contact the game provider if you still believe that something wasn't right there.

Have you tried that?