Winner Casino MX - Il giocatore sospetta che il suo account sia nella lista nera.

Hello, I have been playing at this casino daily for the past 3 weeks. Previously, I would always win something, and if not, at least the losing streak would last only two days before I recovered my investment. Since then, I haven't won anything and have been depositing a lot of money. I just want to know if my account might have been placed on some sort of blacklist, because if so, I won't continue playing here. I ask for information in the chat, and no one responds to me. I'm completely ignored, and as far as I know, they should reply—it's their duty. But no one says anything, not even a bot or something to give me information, which seems rather strange. Every deposit I make is accepted without a hitch, but when it comes to playing, there aren't even minimal chances of winning anything. None of the games offer me the opportunity to win even a little bit; I lose everything, and I don't know what to do. I know there's always a risk of losing at a casino, but it's been over three weeks of blatantly losing without winning even 20 Mexican pesos. I need someone who knows why this is happening to let me know. Otherwise, I may need to stop playing because being completely ignored is very frustrating. I've also requested to delete my account, and they don't respond either.

Leaving users in perpetual uncertainty, users who always return with the hope of winning something, and not knowing if I'm on any blacklist is frustrating. I think they should at least respond, even if it's to tell me I'm not going to receive any wins, at least to let me delete my account so I can move on, because I'm losing everything. I am not a wealthy person. Sometimes I use the casino to buy groceries because my salary isn't great, but if I no longer have a chance to win again, I would at least like to know and be allowed to permanently delete my account.

Hola, hace 3 semanas que juego diario en éste casino y anteriormente siempre ganaba algo, y si no, al menos era de que la racha mala sólo duraba dos días, pero después volvía a recuperar la inversión, desde entonces no he ganado nada y he estado metiendo mucho dinero, sólo quiero saber si es posible que mi cuenta se haya ido a alguna clase de lista negra, y pues deseo saber porque si no para ya no seguir jugando aquí, y pido información en el chat y nadie me responde. Me ignoran totalmente y hasta donde se ellos deberían de responder, es su deber, pero nadie dice nada, no hay ni un bot o algo que me de información y ésto ya me parece demasiado raro, cada deposito mio lo aceptan como si nada, pero a la hora de jugar no existen ni siquiera las oportunidades de que me gane algo mínimo. Ninguno de los juegos me da si quiera la oportunidad de llevarme algo, todo lo pierdo y ya no se que hacer, yo se que uno siempre tiene el riesgo de perder en un casino pero ya vanad de tres semanas que descaradamente pierdo, no me gano ni $20 pesos mexicanos. Necesito que alguien aquí que sepa porque ocurre ésto me lo haga saber. Si no para simplemente ya no jugar porque eso de que ni siquiera me contenten me parece muy mala onda. Además les he escrito entonces para ya eliminar la cuenta y tampoco me dicen nada

Dejar en esa eterna incertidumbre a sus usuarios qie siempre vuelven con la esperanza de ganarse algo, y que no sepa si quiera si estoy en alguna lista negra, yo pienso que al menos deberían de responder ya si no es para decirme que ya no me darán nada al menos que me respondan para permitirme eliminar la cuenta y ya dejar de hacerme ideas, porque estoy perdiendo todo. Yo no soy una persona adinerada. El casino lo llego a utilizar a veces hasta para comprar cosas para comer, porque no tengo el mejor sueldo, pero si ya no tengo oportunidad de ganar de nuevo al menos me gustaría saberlo y que me permitan borrar mi cuenta definitivamente.

Dear rinkgloj,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. However, I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do.

Please understand that wanting to recover your losses doesn't work.

Consider the casino's responsible gambling options including the questionnaire and and self-exclusion in the casino https://www.winner.mx/casino/responsible-gaming

Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear rinkgloj,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.