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Hello Casino Guru,

I would like to request assistance with a pending withdrawal from Winpot Mexico for $15,552 MXN.

I requested the withdrawal on September 1, 2026. Up until that time, I had previously used Winpot without any relevant withdrawal problems.

Subsequently, Winpot requested additional documentation from me to verify some deposit methods, specifically account statements for the cards used.

The email I received indicated that I should reply to the same message with the documents, which I did. After waiting the stated 24 to 48 business hours, I contacted support and they told me they hadn't received the documentation.

Following your instructions, I forwarded all the documents directly to soporte@winpot.mx .

Later, the support chat expressly confirmed that the documents had already been received and forwarded to the corresponding area, indicating a new deadline of 24 to 72 hours to receive the validation.

That second deadline has also passed, and I still haven't received a resolution or any concrete indication that any document is missing. Furthermore, I've recently been having difficulty contacting support via chat.

I have no objection to complying with any legitimate verification requirements and am willing to provide any additional documentation that may be necessary. My concern is the lack of a resolution after having submitted the requested information and after the deadlines communicated by the casino itself have repeatedly passed.

I request help to get Winpot to confirm:

• if my verification file is complete;

• if there are any pending documents;

• the current validation status; and

• When can the withdrawal of $15,552 MXN be processed?

I can provide screenshots of the chat, emails sent, and documentation that demonstrates the timeline of the process.

Thank you so much for your help.

Hola Casino Guru,

Quisiera solicitar ayuda con un retiro pendiente de Winpot México por $15,552 MXN.

Solicité el retiro el 1 de septiembre de 2026. Hasta ese momento había utilizado Winpot anteriormente sin problemas relevantes de retiro.

Posteriormente, Winpot me solicitó documentación adicional para verificar algunos métodos de depósito, concretamente estados de cuenta de las tarjetas utilizadas.

El correo recibido indicaba que debía responder al mismo mensaje con los documentos, lo cual hice. Después de esperar el plazo informado de 24 a 48 horas hábiles, contacté a soporte y me indicaron que no habían recibido la documentación.

Siguiendo sus instrucciones, reenvié todos los documentos directamente a soporte@winpot.mx.

Más adelante, el chat de soporte confirmó expresamente que los documentos ya habían sido recibidos y turnados al área correspondiente, indicándome un nuevo plazo de 24 a 72 horas para recibir la validación.

Ese segundo plazo también ha transcurrido y sigo sin recibir una resolución ni una indicación concreta de que falte algún documento. Actualmente, además, he tenido dificultades para contactar mediante el chat de soporte.

No tengo inconveniente en cumplir con cualquier requisito legítimo de verificación y estoy dispuesto a proporcionar cualquier documento adicional que realmente sea necesario. Mi preocupación es la falta de una resolución después de haber entregado lo solicitado y de haber transcurrido repetidamente los plazos comunicados por el propio casino.

Solicito ayuda para que Winpot confirme:

• si mi expediente de verificación está completo;

• si existe algún documento pendiente;

• el estado actual de la validación; y

• cuándo podrá procesarse el retiro de $15,552 MXN.

Puedo proporcionar capturas del chat, correos enviados y documentación que demuestre la cronología del proceso.

Muchas gracias por su ayuda.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Attila