Winner Casino MX - Žádost hráče o sebevyloučení byla zpožděna.

Good evening. Today I filed a complaint because I have been requesting my self-exclusion from the game for three weeks now since it has gotten out of control, and they never responded to my request. Today, I told them I have no problem with all the money I lost during this time before asking for my self-exclusion, as they state it can be requested when things get out of control. However, once I requested it, they did not address my request in any way, neither by message nor call. After this, I feel cheated and robbed. Today I wrote to them again, and finally, they responded. I told them my issue, and minutes later, they froze my account. I thought this was a responsible, honest, and trustworthy gaming site, but right now, I feel cheated. I have screenshots, deposits, and everything, and I might spend more money on hiring a lawyer to file my complaint with the authorities and the betting house in Mexico, but it is fair and very necessary for me and others who might go through this. It is not fair that their solution to my problem after weeks—in fact, about three weeks—of asking them, when I pleaded with them to address my issue, is to freeze my account without any further response.

Buenas noches el día de hoy presente una queja ya que tengo tres semanas solicitando mi autoexclusión de el juego ya que se me salió de control y jamás contestaron mi petición hoy les dije que yo no tengo ningún problema de todo el dinero que perdí en este tiempo antes de pedir mi autoexclusión de el juego ya que ellos mencionan que se puede pedir cuando se salga de control pero una vez solicitandola ni atendieron de ninguna forma mi petición ni por mensaje o llamada y después de esto me siento estafada robada, y hoy les escribí y por fin me atendieron les.dije cuál era mi molestia y que paso minutos después congelaron mi cuenta. Pensé que era una página de juegos responsable honesta y confiable hoy en estos momentos me siento estafada y tengo las cápturas de pantalla los depósitos y todo y tal vez gaste más dinero en contratar un abogado y poner mi denuncia ante la segob y la casa de apuestas en México, pero es justo y muy necesario para mí y las demas personas que puedan pasar por esto. No es justo que su solución a mi problema después de semanas creo tres semanas más menos de pedirselos cuando les suplico que me atiendan me congelan mi cuenta sin más respuesta.

Dear delfinlife2403,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced with your self-exclusion request.

To help us understand and investigate your issue thoroughly, could you please provide the following details:

• The exact date you first requested self-exclusion.
• Any reference numbers or specific communication you have received from the casino regarding your requests.
• Screenshots or copies of your communication with the casino, particularly those where you requested self-exclusion.
• Details about any deposits and transactions you made during the period you were attempting to self-exclude.

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

Best regards,

Petronela

If you have any relevant communications or additional documents, please forward them to petronela.k@casino.guru.

Dear delfinlife2403,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Additional comments from the player:

Good afternoon, can I contact you by phone, but please, it is about a complaint I made about Casino Winner.

Additional comments from the player:

Buenas tardes me puede contactar vía telefónica con ustedes pero favor, es acerca de una queja que puse de casino winner