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Good morning,

I would like to file my complaint against winpot online.mx

On January 11, 2025, I, Esmeralda [name hidden by Casino Guru] made a deposit through a platform that uses winpot to receive deposits with the name oxxo pay attached evidence.

That same day I won a jackpot of 22,000 pesos. When I tried to collect it, they blocked me and made me feel very bad when the payment was in cash and not by card.

The photo reveals payment and then withdrawal declined

My account has already been verified since day 1, a Bank Account Statement from BBVA bank was sent to them for the agreement that I, Esmeralda [name hidden by Casino Guru] was the player and owner of the account and no one else, just like my data, my ine, all verification was successful.

Keeping in mind that I had already requested to withdraw money before, they had never made me go through a bad time. On this occasion when I won a larger amount, they started looking under the stones to avoid paying me and that's fine, it's work, but I am a hard-working and honest person, that's why everything was in my name.

One day in the month of December it was night and I told my partner, also a loyal client, that if he could lend me his debit card to add funds to my account and he had no problem, but Winpot, not wanting to pay, threw that in my face when I had previously requested a withdrawal and they didn't give me a hard time. I attach evidence.

My purchase was made with my partner's card and the withdrawal was made hours later. Why wasn't my account blocked in December? That's my question, because 300 pesos is nothing.

When I spoke to customer service, they gave me a policy that said if they use a third party's account, they can revoke the account, and they left with that.

I took it upon myself to see if there was another more up-to-date document and I found it. And at no point does it say that the account will be blocked and money not given.

New regulations that they themselves say supercede any previous document attached document following the instructions I sent them my partner's documentation and they did not respect it because I did not pay I ask for justice and an investigation of the platform

33.

In the event that, for any reason, WINPOT and/or the WEBSITE incorrectly credits the Client's account, the Client is obliged to notify us of this situation, and WINPOT and/or the WEBSITE have the right to reverse such amounts and/or recover the sums (with any accessories that may arise) if the Client has made withdrawals of said sums. If the Client uses the improperly credited sums to place bets, WINPOT may void (i.e. cancel) all such bets and reverse any winnings that may have occurred.

34.

The Client may withdraw funds from his/her account at any time, provided that all payment obligations have been confirmed and our identification procedures have been satisfied.

What is considered an overpayment? Any payment that the taxpayer made in excess or in error, that is, an amount that the taxpayer does not owe to the tax authority but that was duly credited and reconciled.

In an email before the withdrawal, the deposit documentation was sent to them with my partner's card. He gave them consent to use his attached card where the identification procedures were accredited by Winpot for years because my partner has been a client since 2020 and has been accredited since then.

last update: 08.29.2024 winpot mx rules

If a client makes a deposit from a third party (although this is not recommended), the company is obliged to fully verify the other person as well. The following documents are required:

1. Photo of the Winpot account holder (selfie) holding only the front part of his/her valid official identification (INE).

2. Valid official identification on both sides (IFE) of the Winpot account holder.

3. Photo of the bank card holder (selfie), holding only the front part of his/her valid official identification (INE).

Thank you so much

Att Esmeralda [name hidden by Casino Guru]

Buenos días,

Me gustaría presentar mi queja contra winpot online.mx

El día 11 de enero del 2025 yo Esmeralda [name hidden by Casino Guru] hice un depósito a través de una plataforma que usa winpot para recibir depósitos con el nombre de oxxo pay anexo evidencia.

Ese mismo día fui ganadora de un jackpot de 22,000 pesos. cuando lo quise cobrar me bloquearon y me hicieron sentir muy mal cuando el pago fue en efectivo y no fue con tarjeta.

la photo revela pago y después retiro declinado

Mi cuenta ya fue verificada desde dia numero 1 se les envió Estado de Cuenta Bancaria del banco BBVA para el acuerdo que yo esmeralda [name hidden by Casino Guru] era la jugadora y propietaria de la cuenta y nadie más igual que mis datos mi ine todo verificación exitosa.

Teniendo en mente que yo ya había solicitado retirar dinero anteriormente, nunca me habían hecho pasar un mal momento. en esta ocasión que gane un monto más grande se pusieron a buscar hasta debajo de las piedras para no me pagarme y está bien es trabajo pero yo soy una persona trabajadora y honesta por eso todo estaba a mi nombre,

Un dia en el mes de diciembre era noche y le dije a mi pareja tambien un cliente leal que si me prestaba su tarjeta de débito para poner saldo ami cuenta y no tuvo ningún inconveniente pero winpot no queriendo pagar me saco eso en cara cuando yo ya había solicitado anteriormente un retiro y no me la hicieron de bronca le anexo evidencia

mi compra con la tarjeta de mi pareja y el retiro horas después. porque no fue bloqueada mi cuenta en diciembre es mi pregunta porque 300 pesos no es nada.

Al momento de hablar al servicio al cliente me dieron un reglamento que decía si usan la cuenta de un tercero pueden revocar la cuenta y se fueron con eso. 

Yo me di la tarea de ver si había otro documento más actualizado y lo encontré.y en ningún momento dice que la cuenta será bloqueada y dinero no dado

reglamento nuevo que ellos mismo dicen superce cualquier documento anterior anexo documento siguiendo las instrucciones les envie la documentacion de mi pareja y no respetaron por no pagar pido justicia y una investigación a la plataforma

33.

Para el caso de que por cualquier circunstancia WINPOT y/o el Sitio WEB acredita incorrectamente a la cuenta del Cliente, éste, está obligado a notificarnos de esa situación, y WINPOT y/o el sitio WEB tenemos derecho a la reversión de tales importes y/o recuperar las sumas (con los accesorios que pudieran llegar a generarse) si se el Cliente ha hechos retiros de dichas sumas. Si utiliza las sumas indebidamente abonadas en realizar apuestas, WINPOT puede anular (es decir, cancelar) todas esas apuestas y revertir cualquier ganancia que se hubiere producido.

34.

El Cliente puede retirar fondos de su cuenta en cualquier momento, siempre y cuando las obligaciones de todos los pagos han sido confirmadas y se han satisfecho nuestros procedimientos de identificación.

¿Qué se considera pago de lo indebido? Algún pago que el contribuyente realizó en exceso o erróneo, es decir, un monto que el titular no adeuda a la autoridad fiscal pero que fue acreditado y conciliado debidamente.

En un correo antes del retiro se les envió la documentación del depósito con la tarjeta de mi pareja les dio el consentimiento de usar su tarjeta anexo donde los procedimientos de identificación fueron acreditados por winpot desde hace años por que mi pareja tiene siendo cliente desde 2020 y fue acreditado desde entonces

última actualización: 08.29.2024 reglamento de winpot mx

Si un cliente realiza un depósito de un tercero (aunque no es recomendable), la empresa está obligada a verificar plenamente también a la otra persona. Se requieren los siguientes documentos:

1. Foto del titular de la cuenta de Winpot (selfie) sosteniendo solo la parte frontal de su identificación oficial vigente (INE).

2. Identificación oficial vigente por ambos lados (IFE) del titular de la cuenta Winpot.

3. Foto del titular de la tarjeta bancaria (selfie), sosteniendo solo la parte frontal de su identificación oficial vigente (INE).

Muchas gracias

Att Esmeralda [name hidden by Casino Guru]

Dear Meme, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found:

31. Al abrir una cuenta con una tarjeta de débito o de crédito, el Cliente nos asegura y garantiza que utiliza su propia tarjeta. Tenemos derecho a entender que el Cliente lo está haciendo de esta forma.

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players: 

"For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations." 

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is the player’s responsibility to use only the allowed payment methods. 

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you. 

Thank you very much in advance for your reply and understanding. 

Best regards, 

Veronika

I understand veronikia but keep in mind that I had already made withdrawals previously and there were no problems, the card that was used was not from a stranger, it is a card that winpot has registered and in its database they have me as their partner. They are going to use any method to keep the money, it is not fair, I had been playing for months and my partner since 2020 is the way they did it, I understand the regulations but their revised regulations exceed the old one where there is no conviction if the investigation is positive, we are talking about two winpot clients and a romantic partner, not strangers. I attach the December withdrawal where there were no fights and because a month later nothing to do with the card they close my account because they did not do it in December. I attach the payment method, my verified kyg and my information, everything was 100% and I checked everything.

last update: 08.29.2024 winpot mx rules

If a client makes a deposit from a third party (although this is not recommended), the company is obliged to fully verify the other person as well. The following documents are required:

1. Photo of the Winpot account holder (selfie) holding only the front part of his/her valid official identification (INE).

2. Valid official identification on both sides (IFE) of the Winpot account holder.

3. Photo of the bank card holder (selfie), holding only the front part of his/her valid official identification (INE).

entiendo veronikia pero ten en mente que yo ya Habia hecho retiros anteriormente y no había problemas la tarjeta que se uso no fue de un desconocido es una targeta que winpot tiene registrada y en su base de datos me tienen como su pareja. ellos van usar cualquier metado para quedarse con el dinero no es justo ya tenia jugando meses y mi pareja desde 2020 es en la forma en que lo hicieron, entiendo el reglamento pero su reglamento revisado supecede el viejo donde no condena si la investigación sale positiva estamos hablando de dos clientes de winpot y pareja sentimental no desconocidos. te anexo el retiro de dicienbre donde no hubo broncas y porque un mes despues nada que ver con la targeta me cierran la cuenta porque no lo hicieron en dicienmbre te anexo forma de pago mi kyg verificado y mi informacion todo estaba al 100 y les comprobe todo.

última actualización: 08.29.2024 reglamento de winpot mx

Si un cliente realiza un depósito de un tercero (aunque no es recomendable), la empresa está obligada a verificar plenamente también a la otra persona. Se requieren los siguientes documentos:

1. Foto del titular de la cuenta de Winpot (selfie) sosteniendo solo la parte frontal de su identificación oficial vigente (INE).

2. Identificación oficial vigente por ambos lados (IFE) del titular de la cuenta Winpot.

3. Foto del titular de la tarjeta bancaria (selfie), sosteniendo solo la parte frontal de su identificación oficial vigente (INE).

I attach the deposit with my partner's card and the withdrawal in December because they did not call my attention to correct it then and now if it is not right, look at things when the system crashed, my partner lost his account there, no apologies, that is ugly but help me although I did not keep it and donate it but theirs was not a humble mistake either, it was not with bad intentions, I went that same night in December when he lent me his card, he also deposited 200.00 pesos of his into his account. everything online, there are no bad intentions

te anexo el deposito con la targeta de mi pareja y el retiro en diciembre porque no me llamaron la atecion para corrrejirlo entonces y ahora si no esta bien fijate las cosas cuando se les callo el sistema ami pareja le perdieron su cuenta ahi ni las disculpas eso es feo pero ayudme aunque no me lo quede yo y lo done pero ellos tampoco fue un error humilde no fue con negras intenciones ire esa misma noche de diciembre cuando me presto su targeta el tambien deposito a su cuenta 200.00 pesos de el. todo en linea no hay malas intenciones

Hello good morning

Then you will help me

Hola Buenos dias

entonces me van ayudar

I apologize, but since both you and your partner have accounts at this casino and have used the same payment method for depositing, we are unable to assist you further. It is already challenging to mediate cases when two individuals from the same household play at the same casino. We are generally only able to help in cases where both parties use their own separate payment methods and devices to access their respective accounts.

If you share payment methods or devices, it becomes impossible to verify that the accounts were used by two different individuals rather than one person.

Due to the reasons mentioned above, this complaint will now be rejected. Thank you for your understanding, and I am sorry we could not be of more help on this occasion. Please do not hesitate to reach out to us if you encounter any issues with this or any other casino in the future.

Best regards,

Veronika