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Good morning, my name is Froylan. I have a problem that they do not want to pay me a reimbursement of the completed bonus. They tell me that they will not pay me because I do not pass certain security filters, which is not the case, and they are just returning what I deposited. They say that if I want, they do a second review but they won't return anything to me, I send proof and still with such impudence they deleted the chats

Buen día mi nombre es froylan tengo un problema de que no me quieren pagar un reintegro de bono cumplido me dicen que nome lonvan a pagar por que no pase ciertos filtros de seguridad el cual no es así y nomas me están regresando lo que yo deposite me dicen que si quiero hacen una segunda revisión pero ya no me regresaran nada mando pruebas y todavía con tal descaro borraron los chats

Hello Donfroy51,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Winner Casino MX. Allow me to ask you a few more question before we would move forward.

Could you please advise if it was your first ever withdrawal request? Is your account already verified? What kind of bonus did you exactly use? Did the casino specify which term did you breach?

Looking forward to your answer.

Regards,

Nick

Good morning, if it was the first withdrawal, if it is verified, it is supposed to be a bonus without a deposit, which upon reaching the achievement of the same, you have to make a deposit of 200 to be able to make a withdrawal, which was made. No, they did not specify what term or condition I did not comply with, which I insisted that they give me what it was. In fact, I recovered chat, I only sent them. They even told me that if they do a second "routine" review, I would not recover what was confiscated, only for future transactions. In fact, I recovered the chat see it

Buen día si es era primer retiro si esta verificada se supone bono sin deposito el cual al cumplir el logro del mismo tienes que hacer un depósito de 200 para poder hacer retiro el cua se hizo. No no me especificaron que termio o condicion incumpli el cual insisti que me dieran cual fue de echo recupere chat solo envío incluso me dicen que si m hacen una segunda revisión de "rutina" pero no recuperara lo confiscado solo para futuras transacciones de echo recupere el chat véanlo

Thank you Donfroy51 for all the information. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Donfroy51,

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 clarify the reason for confiscating the player's winnings?

Kind regards,

Adam

Hello Donfroy51,

There has so far been no response from the casino, I will try 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.

Hello Donfroy51,

Hope you are well.

My team will take care about it asap.

Hello all, please forgive my delayed reply.

Thank you for your response Winner Casino MX.

Dear Donfroy51,

Can you please provide an update on the situation? Has the issue been resolved?

Kind regards,

Adam

there is no update.

no hay ni una actualizacion.

Hello Donfroy51,

Thank you for the information.

Dear Winner Casino MX,

It appears there have been no developments, can you please provide some information regarding the player's winnings?

Hello Donfroy51,

Hope you are well.

The account has been tagged for suspicious activity,

We checked your case and we will provide you with 1K mxn cash to withdraw.

Best Regards

Winner.mx

In agreement. I hope to see the amount reflected in my winner mx account and when it is, I give notice that all the misunderstanding has been solved. Thank you

De acuerdo. espero ver reflejada la cantidad en mi cuenta winner mx y cundo así sea doy aviso que se soluciono todo el mal entendido. Gracias

Hello all,

Thank you for your responses.

Dear Donfroy51,

We will await further update from you regarding receiving the amount.

I'm still waiting. My account is at 0.00 mxn

Sigo en espera aun. Mi cuenta está e 0.00 mxn

Everything remains the same, I have not received anything, it is still at 0.00 mxn, the only novelty I see is that the casino went from a questionable reputation to a very good reputation. Something weird, don't you think? That would be credible and sensible if they had kept their word to provide much of what was confiscated. But it was not like that

Todo sigue igual no e recibido nada sigue en 0.00 mxn la única novedad que veo es que de una reputación cuestionable paso a una reputación muy buena el casino. Algo raro no creen. Eso fuera creíble y sensato si hubieran cumplido su palabra de brindar gran parte de lo que se confisco. Pero no fue así

Hello Donfroy51,

I am sorry to hear there has been no further progress. Regarding the rating change, please be aware that the rating would only be negatively affected by complaints after they have been closed as 'unresolved' in our system.

Dear Winner Casino MX,

Can you please provide an update on the situation? When can the player expect to receive the amount mentioned?

Kind regards,

Adam

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’.

Hi,

Hope you are well.

Please log in to your account, 1K mxn cash to withdraw.

Please check.

Best Regards,

Winner.mx

Thank you winner mx in fact the withdrawal has been pending for 1 day. I spoke with your team and they tell me that it is without a lock and usually a spei transfer is immediate, and they tell me that it could be in a period of 4 days. I don't understand. The withholding they made to me last time what happened was the following, they made the profit withholding, they transferred the return of my deposit and that if I arrived almost instantaneously. And today it is late. For the rest, I want to thank you for your attention and that speaks very well of you and the chat support that you have is also very good, fast, but I think that certain filters that they apply are somewhat unfair, and slow if they put a little more effort into it. attention and above all agility and speed in things like these would be an online casino of 10

Gracias winner mx de echo el retiro esta en estado pendiente desde hace 1 dia hable con su equipo y me dicen que se encuentra sin candado y por lo regular una transferencia spei es inmediata, y me dicen que podría estar en un lapso de 4 días. No entiendo. La retención que me hicieron la vez pasada lo sucedido fue lo siguiente, hicieron la retención de ganancia, me transfirieron la devolución de mi deposito y eso si llego de manera casi instantánea. Y hoy si esta tardando. Por lo demás te quiero agradecer por tu atención y eso habla muy bien de ustedes y el soporte de chat que tienen también muy bueno rápido pero creo que cierto filtros que aplican como que son algo injustos, y lentos si le pusieran un poco más de ganas atención y sobre todo agilidad y rapidez en cosas como estas serian un casino en línea de 10

Dear Donfroy51,

I am glad to hear that the amount has now been credited to your balance. Do I understand correctly that the withdrawal is now being processed, and you are waiting to receive your payment? It can take some time for a payment to reach your account, please do continue to keep me updated.

Kind regards,

Adam

Ok Adam thanks. wait until they feel like it and want to release the withdrawal because it's been 48 hours since the withdrawal was made, which is marked in its terms and it's still pending. I don't understand your late payment strategy. If the method is by spei transfer, which is an immediate method of payment in Mexico, even using stppaymx, an automated system that, being this way, does not take 24 hours, but when the issuer does it manually, it is when he wants. In this case, this winner mx bothers me that They want to see my ignorant face, I'm not, I really like to read everything, thanks.

Ok Adam gracias. esperar a que se les de la gana y quieran liberar el retiro por que ya van 48 horas que se hizo el retiro lo que marca en sus términos y aun sigue en pendiente. No entiendo su estrategia de tardanza de pago. Si el método es por transferencia spei que es un método de pago en México inmediato aun utilizando stppaymx un sistema automatizado que siendo así no tarda 24 hrs pero ya cuando el emisor lo hace manual es cuando el quiera en el caso este winner mx me molesta que me quieran ver la cara ignorante no soy me gusta mucho leer de todo gracias.

I will give them their money back and put the complaint as unresolved, can I?

Les haré devolución de su dinero y poner la queja como no resuelta se puede?

The truth is annoying. Apart from that it is not complete and wait, wait and wait and continue waiting until they want. I think I was extremely patient. And forgive my insistence Mr Adam for the inconvenience caused by the situation

La verdad es molesto. Aparte que no es su totalidad y esperar esperar y esperar y seguir esperando hasta que ellos quieran. Creo que fuy extremadamente paciente. Y perdone mi insistencia mr Adam por las molestia causada de la situación

Hello Donfroy51,

I am sorry to hear you are still awaiting payment, but please be aware that many factors can affect the processing of a payment, so it may take some more time.

Kind regards,

Adam

Dear Donfroy51,

Has there been any progress with your withdrawal? Please provide an update on the situation.

Kind regards,

Adam

Dear Donfroy51,

We have not heard from you in a while, could you please respond and provide an update on the situation?

I will extend the timer for 7 more days. Please be aware that if we do not hear from you within the set timeframe the complaint will be rejected.

Kind regards,

Adam

Good afternoon, sorry for my delay. I had some personal problems

Indeed, the money is already in my account, you can now close the complaint as resolved and that winner.mx did comply. Thank you very much Mr Adam thank you winner.mx. See you later greetings.

Buenas tardes disculpen mis tardansa. Tuve algunos inconvenientes personales

En efecto, Ya esta el dinero en mi cuenta ya puede cerrar la queja como resuelta y que winner.mx si cumplió . Muchas gracias sr Adam gracias winner.mx. hasta luego saludos.

Dear Donfroy51,

Thank you for your response.

I'm glad to hear that your issue has been resolved. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam