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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