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I request independent mediation from Casino Guru regarding my Winpot Online Mexico account, ID 74-78-6.

The core of my complaint is the way in which my requests for permanent closure and my explicit communications of gambling-related vulnerability were handled.

I had already requested the permanent cancellation of my account in November 2024 if the operator didn't resolve my issues. Instead of closing the account, Winpot credited me $500 in cashback, 30 free spins, and announced that they would review my activity weekly to offer me additional promotions.

In January 2025, I again requested immediate account closure and subsequently reported a serious situation in writing: an approximate debt of $500,000 MXN, bets financed with loans, overdue rent, anxiety, depression, gambling addiction, and my desire to stop gambling. Despite these communications, access to and activity related to the account continued.

In a subsequent conversation, I used the term "permanent administrative closure" and clarified that at that time I was not technically requesting self-exclusion. I do not intend to present that conversation as a formal self-exclusion. I did not fully understand the procedural difference between the two mechanisms, but my intention was for the account to be permanently closed. I request that Casino Guru separately analyze the handling of the permanent closure and Winpot's response to the prior vulnerability notifications.

The document review currently identifies a minimum of 195 payment transactions totaling MXN $108,213.11, supported by records from Mercado Pago, NU México, Banco Azteca, and Spin by OXXO. This amount represents the minimum documented payment activity; I am not automatically presenting it as a net loss or a final determination of compensation. For a complete reconciliation, Winpot is required to provide its full history of deposits, withdrawals, games, prizes, bonuses, cashback, blocks, closures, reactivations, and internal decisions related to responsible gaming.

In July 2026, I attempted to resolve the matter directly through formal requests and a proposed settlement. Winpot confirmed the account freeze, stated that it had thoroughly reviewed the file, and ultimately rejected both the requested refund and the possibility of submitting a counterproposal. However, it failed to provide a substantive explanation regarding the handling of the 2025 requests and communications, nor did it provide the complete requested history.

I have attached an Executive Documentary Submission, a Core Evidence Book, and supplementary documentation with relevant emails and communications. I request that Casino Guru accept and review the claim, require the operator to provide its complete records, and facilitate a fair resolution based on the timeline and available evidence.

Solicito la mediación independiente de Casino Guru respecto de mi cuenta Winpot Online México, ID 74-78-6.

El núcleo de mi reclamación es la forma en que fueron atendidas mis solicitudes de cierre permanente y mis comunicaciones expresas de vulnerabilidad relacionada con el juego.

Desde noviembre de 2024 ya había solicitado la cancelación definitiva de mi cuenta si el operador no resolvía mis inconformidades. En lugar de cerrar la cuenta, Winpot acreditó $500 de cashback, 30 giros gratis y anunció que revisaría semanalmente mi actividad para ofrecerme promociones adicionales.

En enero de 2025 solicité nuevamente el cierre inmediato y posteriormente informé por escrito una situación grave: deuda aproximada de $500,000 MXN, apuestas financiadas con créditos, renta vencida, ansiedad, depresión, ludopatía y mi deseo de dejar de jugar. A pesar de estas comunicaciones, posteriormente continuó existiendo acceso y actividad relacionada con la cuenta.

En una conversación posterior utilicé la expresión "cierre administrativo definitivo" y aclaré que en ese momento no estaba solicitando técnicamente una autoexclusión. No pretendo presentar esa conversación como una autoexclusión formal. No comprendía plenamente la diferencia procedimental entre ambos mecanismos, pero mi intención material era que la cuenta quedara cerrada permanentemente. Solicito que Casino Guru analice por separado la gestión del cierre definitivo y la respuesta de Winpot a las comunicaciones previas de vulnerabilidad.

La revisión documental actualmente identifica un mínimo de 195 operaciones de pago por un total de $108,213.11 MXN, respaldadas por registros de Mercado Pago, NU México, Banco Azteca y Spin by OXXO. Esta cantidad representa la actividad de pago mínima documentada; no la presento automáticamente como pérdida neta ni como una determinación definitiva de compensación. Para una conciliación completa se requiere que Winpot aporte su historial íntegro de depósitos, retiros, juegos, premios, bonos, cashback, bloqueos, cierres, reactivaciones y decisiones internas relacionadas con juego responsable.

En julio de 2026 intenté resolver el asunto directamente mediante requerimientos formales y una propuesta de conciliación. Winpot confirmó el bloqueo de la cuenta, afirmó haber revisado integralmente el expediente y finalmente rechazó tanto la devolución solicitada como la posibilidad de formular una contrapropuesta. Sin embargo, no proporcionó una explicación sustantiva sobre el tratamiento de las solicitudes y comunicaciones de 2025 ni entregó el historial completo solicitado.

Adjunto un Executive Documentary Submission, un Core Evidence Book y un suplemento documental con los correos y comunicaciones relevantes. Solicito que Casino Guru admita y revise la reclamación, requiera al operador sus registros completos y facilite una solución justa basada en la cronología y la evidencia disponible

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Hello,

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

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

• Do I understand correctly that your account wasn't closed in January 2025 despite the support confirming it was?
• Have you saved the request for a refund addressed to the casino? Would you be able to send it to me, including any casino responses for review?
• Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Hello Tomás,

Thank you so much for reviewing my case. I would like to answer your questions precisely and clarify a couple of additional points that may be relevant.

1. Regarding the closure of the account in January 2025:

I don't want to claim that Winpot unequivocally confirmed a definitive closure to me in January if the documentation doesn't explicitly show that. What is documented is that on January 13th I requested immediate closure, and on January 14th I reiterated my request and reported a serious vulnerability related to gambling.

Subsequent communications from Winpot are relevant to determining the actual status of the account: on January 15th, I received a "Welcome Back" message related to reactivation; on January 16th, there was another communication regarding reactivation and the availability of deposit mechanisms; and on February 13th, a temporary freeze was communicated, followed by a subsequent reactivation. Therefore, one of the points I request clarification on is the actual history of account closures, blocks, and reactivations after my request.

2. Regarding the refund request:

Yes, I still have the communications and documents. In July 2026, I sent formal requests for conciliation and subsequently a formal refund proposal. Winpot's own thread contains a record of these submissions, and Winpot ultimately confirmed that it had thoroughly reviewed my case and expressly rejected both the refund and the possibility of issuing a counterproposal.

For further context, during the subsequent period I continued to receive and discuss benefits, campaigns, VIP support, and other elements related to Winpot's loyalty program with them. In May 2026, I filed a written complaint stating that I was still listed as a Royal member, but that various benefits had stopped appearing. There is also a separate dispute regarding values ​​and benefits displayed on my profile: I requested an explanation of these amounts, and Winpot subsequently indicated that they were not tangible prizes, but rather values ​​attributed to certain unlocked services or features. I am including this communication so that it can be evaluated within its context, and I do not intend to characterize it differently from what the documents show.

I can send you the original emails, the first request, Winpot's responses, the economic proposal, and the relevant screenshots via private message to avoid posting personal information in the thread.

Thank you so much for your help.

Andrea

Hola Tomás,

Muchas gracias por revisar mi caso. Quisiera responder con precisión a sus preguntas y aclarar un par de elementos adicionales que pueden ser relevantes.

1. Respecto del cierre de la cuenta en enero de 2025:

No quiero afirmar que Winpot me hubiera confirmado inequívocamente un cierre definitivo en enero si la documentación no demuestra exactamente eso. Lo que sí está documentado es que el 13 de enero solicité el cierre inmediato y el 14 de enero reiteré mi solicitud y comuniqué una situación grave de vulnerabilidad relacionada con el juego.

Posteriormente existen comunicaciones de Winpot que resultan relevantes para determinar cuál fue realmente el estado de la cuenta: el 15 de enero recibí una comunicación de "Bienvenido de nuevo" relacionada con la reactivación; el 16 de enero existe otra comunicación de reactivación y disponibilidad de mecanismos de depósito; y el 13 de febrero se comunicó un congelamiento temporal seguido posteriormente de una nueva reactivación. Por este motivo, uno de los puntos que solicito que se esclarezca es el historial real de cierres, bloqueos y reactivaciones de la cuenta después de mi solicitud.

2. Respecto de la solicitud de reembolso:

Sí conservo las comunicaciones y documentos. En julio de 2026 remití requerimientos formales de conciliación y posteriormente una propuesta formal de devolución. El propio hilo de Winpot conserva constancia de dichos envíos y finalmente Winpot confirmó que había revisado integralmente mi expediente y rechazó expresamente la devolución económica y la posibilidad de emitir una contrapropuesta.

Como contexto adicional, durante el periodo posterior continué recibiendo y discutiendo con Winpot beneficios, campañas, atención VIP y elementos relacionados con su sistema de fidelización. En mayo de 2026 reclamé por escrito que continuaba figurando como nivel Real pero que distintos beneficios habían dejado de aparecer. También existe una controversia separada respecto de valores y beneficios que aparecían reflejados en mi perfil: yo solicité explicación sobre esas cantidades y Winpot posteriormente indicó que no se trataba de premios tangibles, sino de valores atribuidos a determinados servicios o elementos desbloqueados. Incluyo esa comunicación para que pueda evaluarse en su contexto y no pretendo caracterizarla de una manera distinta a lo que los documentos muestran.

Puedo enviarle por correo privado los correos originales, el primer requerimiento, las respuestas de Winpot, la propuesta económica y las capturas relevantes para evitar publicar información personal en el hilo.

Muchas gracias por su ayuda.

Andrea

I would like to clarify that the published amount of $ 10,821 MXN is incorrect.

The minimum amount directly credited through the receipts I provided is $108,213.11 MXN.

It appears that a digit was omitted when recording the amount. I respectfully request that the case amount be corrected before proceeding with mediation, so that the claim can be evaluated based on the correct documented amount.

I can resend the breakdown and supporting documents if needed. Thank you.

Quisiera aclarar que el importe publicado de $10,821 MXN es incorrecto.

El monto mínimo directamente acreditado mediante los comprobantes que proporcioné es de $108,213.11 MXN.

Parece haberse omitido un dígito al registrar la cantidad. Solicito atentamente que se corrija el importe del caso antes de continuar con la mediación, para que la reclamación sea evaluada con base en el monto documentado correcto.

Puedo reenviar el desglose y los comprobantes correspondientes si es necesario. Gracias.

Thanks for the detailed explanation and evidence.

• Have you independently activated a 'take a break,' 'cool-off,' or similar responsible gambling feature in the casino around the time you informed the casino of your gambling issues on January 14th?
• Could you please clarify when the communication with live chat transcripts from Annex D took place? Was it before or after the reopening of your account?
• Have you registered in the register of excluded persons under SEGOB already?

Looking forward to your reply.

Hello, Tomás:

Thank you for reviewing the documentation. I will respond to your questions promptly.

I cannot confirm with certainty whether, after sending my communications on January 14, 2025, I personally activated any temporary function such as "take a break," "reflect," or similar. I have no record that would allow me to confirm or deny it.

What I can document is that on that day I contacted Winpot directly, informed them of my gambling problems, my debt and my vulnerable situation, and requested the immediate closure of the account.

If Winpot keeps technical records about the responsible gaming tools applied to my account, I request that you indicate which measure was activated, who activated it, and what its exact period of validity was.

The communication included in Annex D took place on 29 December 2025.

Therefore, it happened after the emails of January 14, 2025 and after the reopening of my account.

In that communication, I requested a permanent administrative closure instead of the option called "self-exclusion." My request remained that the account be permanently closed. I did not ask for it to remain open or be reactivated.

That subsequent choice referred to the type of closure requested and does not modify the content of my communications of January 14, 2025 , in which I reported my vulnerable situation and requested immediate closure.

I am not registered in any registry of people excluded from the Ministry of the Interior (SEGOB). To date, I have not been able to identify, in official Mexican government sources, a registration form or public procedure specifically for such a registry.

If you are referring to a specific mechanism currently in place in Mexico, I would appreciate it if you could provide its official name or a link so I can properly identify it. The form I subsequently received was provided directly by Winpot and, according to the information available, corresponds to the operator's own self-exclusion procedure.

I also consider it relevant to clarify that, in my communication of January 14, 2025, I expressly identified myself as a vulnerable user and asked verbatim:

"How do they take responsibility for their practices, which clearly do not promote safe or responsible gaming? What measures do they implement to protect vulnerable users like me? This situation has ruined my life, and I don't want other people to go through the same thing. "

Despite that communication, I did not receive any information at the time regarding responsible gaming tools, breaks, self-exclusion, or any specific protection procedures. According to the documentation I have, Winpot first provided me with the link to their self-exclusion form on August 1, 2026 , more than a year after my initial communication.

In my subsequent response, I explicitly clarified that I was not refusing to complete the form. My concern was that the permanent access restriction would prevent me from accessing and preserving the information necessary to substantiate my claim, given that I had previously requested my complete account history from Winpot without receiving it.

The documentation I currently possess had to be located and preserved directly by me from the platform. My intention in temporarily retaining access to that information was not to continue playing or depositing, but to preserve the records related to my claim.

I also have emails confirming that other casinos correctly processed my account closure requests. In those cases, the accounts were closed as requested. I can provide these communications if you deem them relevant.

I am available for any clarification or additional documentation you may need.

Hola, Tomás:

Gracias por revisar la documentación. Respondo puntualmente a sus preguntas:

No puedo confirmar con certeza si, después de enviar mis comunicaciones del 14 de enero de 2025, activé personalmente alguna función temporal como "tomarse un descanso", "reflexionar" o similar. No conservo una constancia que me permita afirmarlo o descartarlo.

Lo que sí puedo acreditar documentalmente es que ese día me comuniqué directamente con Winpot, informé mis problemas con el juego, mi endeudamiento y mi situación de vulnerabilidad, y solicité el cierre inmediato de la cuenta.

Si Winpot conserva registros técnicos sobre las herramientas de juego responsable aplicadas a mi cuenta, solicito que indique qué medida fue activada, quién la activó y cuál fue su periodo exacto de vigencia.

La comunicación incluida en el Anexo D tuvo lugar el 29 de diciembre de 2025.

Por tanto, ocurrió después de los correos del 14 de enero de 2025 y después de la reapertura de mi cuenta.

En esa comunicación solicité un cierre administrativo permanente en lugar de la modalidad denominada "autoexclusión". Mi solicitud seguía siendo que la cuenta quedara cerrada permanentemente. No pedí que permaneciera abierta ni que fuera reactivada.

Esa elección posterior se refería a la modalidad de cierre solicitada y no modifica el contenido de mis comunicaciones del 14 de enero de 2025, en las que informé mi situación de vulnerabilidad y solicité el cierre inmediato.

No me encuentro inscrita en un registro de personas excluidas de SEGOB. Hasta este momento no he podido identificar, en las fuentes oficiales de la autoridad mexicana, un formulario o procedimiento público de inscripción que corresponda específicamente a dicho registro.

Si se refiere a un mecanismo concreto vigente en México, le agradecería que me proporcionara su nombre oficial o enlace para poder identificarlo correctamente. El formulario que posteriormente recibí fue proporcionado directamente por Winpot y, conforme a la información disponible, corresponde al procedimiento de autoexclusión del propio operador.

También considero relevante precisar que, en mi comunicación del 14 de enero de 2025, me identifiqué expresamente como una usuaria vulnerable y pregunté textualmente:

"¿Cómo se hacen responsables por sus prácticas, que claramente no fomentan un juego seguro ni responsable? ¿Qué medidas implementan para proteger a usuarios vulnerables como yo? Esta situación ha destruido mi vida, y no quiero que otras personas pasen por lo mismo."

A pesar de esa comunicación, no recibí en ese momento información sobre herramientas de juego responsable, periodos de descanso, autoexclusión ni algún procedimiento específico de protección. Conforme a la documentación que conservo, Winpot me proporcionó por primera vez el enlace a su formulario de autoexclusión el 1 de agosto de 2026, más de un año después de mi comunicación inicial.

En mi respuesta posterior aclaré expresamente que no me negaba a completar el formulario. Mi preocupación era que la restricción definitiva de acceso me impidiera consultar y preservar la información necesaria para acreditar mi reclamación, dado que anteriormente había solicitado a Winpot el historial completo de mi cuenta sin recibirlo.

La documentación que actualmente conservo tuvo que ser localizada y preservada directamente por mí desde la plataforma. Mi intención de conservar temporalmente el acceso a esa información no era continuar jugando ni depositando, sino preservar los registros relacionados con mi reclamación.

Asimismo, conservo correos que acreditan que otros casinos gestionaron correctamente solicitudes de cierre realizadas por mí. En esos casos, las cuentas fueron cerradas conforme a lo solicitado. Puedo proporcionar dichas comunicaciones si las considera pertinentes.

Quedo atenta a cualquier aclaración o documentación adicional que necesite.

I would like to add a clarification of context that I consider relevant to the evaluation of the case.

After I informed Winpot in writing about my gambling problem, I recall that there were subsequent occasions when my account was closed and reopened, and during that time I had frequent contact with various Winpot executives.

I do not currently have the exact dates, nor do I intend to present this point as documented proof until I can verify them. I mention this to bring this circumstance to the attention of Casino Guru so that, if they deem it relevant, it can be compared with the operator's internal records.

My intention is to keep the information about the case as accurate and transparent as possible.

Quisiera añadir una precisión de contexto que considero relevante para la evaluación del caso.

Después de haber comunicado a Winpot por escrito mi situación relacionada con problemas de juego, recuerdo que posteriormente hubo otras ocasiones en las que mi cuenta fue cerrada y reabierta, y durante ese periodo tuve contacto frecuente con distintos ejecutivos de Winpot.

No cuento actualmente con las fechas exactas ni pretendo presentar este punto como documentalmente acreditado mientras no pueda verificarlas. Lo menciono para poner esta circunstancia en conocimiento de Casino Guru y para que, si lo consideran relevante, pueda ser contrastada con los registros internos del operador.

Mi intención es mantener la información del caso lo más precisa y transparente posible

After reviewing my available email records, I cannot confirm that I personally activated such a feature.

What I can verify is that on January 15 and 16, Winpot sent me :

"Welcome back" emails stating that my account had been reactivated and referring to a previous "break."

However, I have not located any preceding email confirming that I personally selected or activated a temporary freeze.

This is different from February 13, 2025, when Winpot did send me a specific email stating that my account would be frozen and that I would be unable to play or deposit until the period ended, followed approximately 54 minutes later by a reactivation email.

Therefore, based on the records currently available to me, I cannot determine who technically initiated the January "break" or what type of restriction was applied.

Dear Andyw0w1,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Andyw0w1,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Winpot Casino Casino and I hope that together we will come to a successful resolution of your issue.

I will now try to contact a Winpot Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Winpot Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor