The player from Mexico had requested a withdrawal less than two weeks prior to submitting this complaint. Their money hadn’t been received yet. We initially advised him to wait for the standard 14-day processing period while the casino completed verification. The withdrawal was then held because he had used a third-party payment method, which required extra security checks and could not be verified with the requested card photos. The balance was later returned to his casino account, but he chose to keep playing until the funds were lost, so we closed the complaint because no pending withdrawal remained.
Fundalor Casino MX - Player believes that their withdrawal has been delayed.
Closed
Our verdict
Unjustified complaint
Amount: Mex$400
Fundalor Casino MX
Safety Index 6.8 Above averageCase summary
Discussion
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3 weeks ago
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3 weeks ago
Dear HERMETICO,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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3 weeks ago
Translation
Thank you for your response. I understand the recommendation to wait 14 days for a pending withdrawal, but I would like to clarify that my situation is slightly different.
The problem isn't simply that the withdrawal is taking a long time to process. Fundalor explicitly informed me that my withdrawal request is being held due to a payment method verification.
Furthermore, I had previously made withdrawals from my Fundalor account that were processed successfully.
The situation that led to the current problem dates back to April 16, 2026, when a deposit of $400 MXN was made through Nuvei using a card ending in 4276, which belongs to a friend's mother. I have already explained the circumstances of this transaction to the casino and have provided the cardholder's identification and a signed statement from her, in addition to my own identification and bank documentation.
What I find particularly confusing is that, after that April transaction, Fundalor allowed me to make withdrawals again without requiring me to complete this validation of card 4276. In other words, several months passed between that deposit and my current withdrawal, and I was able to withdraw funds from my account without this impediment.
Now, months later, that April transaction is being used again as a reason to withhold my current withdrawal. I would like to understand why a transaction that was already registered in April and did not prevent my subsequent withdrawals from being processed is only now being reviewed.
The specific problem is that Fundalor is demanding photos of both sides of card 4276, but I don't have that card physically, so I can't provide those photos. I've already cooperated by providing the documentation I have and requested an alternative verification method, but so far the casino continues to repeat the same requirement without offering any other option.
That's why I filed the complaint. I'm not simply complaining because a withdrawal is taking a few days, but because the withdrawal is being expressly held up due to verification of a payment method used months ago, and the casino isn't offering me a reasonable alternative to complete that verification.
I understand that Casino Guru may need to wait 14 days to formally intervene. If that's their procedure, I'll wait for the corresponding timeframe. However, I would appreciate it if you could indicate that this is a hold for payment method verification, and not simply a pending withdrawal.
I remain available to provide any additional documentation or information you may need from me.
Automatic translation:
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1 week ago
Dear HERMETICO,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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1 week ago
TranslationThey refunded my balance, but I still couldn't withdraw. I think it's terrible that the casino is so inflexible in situations like this. I couldn't get the other person's documentation because they were also concerned about the privacy of their data. Personally, it was a bad experience, and I won't be putting my money in Fundalor's hands again. My patience ran out, and I decided to play just for fun until I ran out of funds.
Thank you for your response, Casino Guru team.
HERMET1CO
Automatic translation:
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2 days ago
Dear HERMETICO,
Thank you for your update.
While we understand your frustration, the main issue that complicated and delayed the withdrawal was the use of a third-party payment method. Using a payment method belonging to another person is generally prohibited by online casino terms and conditions, as deposits are normally required to be made using payment methods registered in the account holder’s own name. Such activity can therefore result in additional verification and security checks before a withdrawal can be processed.
At the same time, we understand your concern that the casino requested this verification months after the deposit and despite previously processing withdrawals. Ideally, the third-party payment method should have been addressed earlier, and the casino could have communicated more clearly whether an alternative verification procedure was available.
Unfortunately, the balance was eventually returned to your casino account, and you subsequently decided to continue playing until the funds were lost. As there is no longer a balance or pending withdrawal for us to pursue, we must close the complaint.
For the future, we strongly recommend using only payment methods registered in your own name. Apart from potentially violating casino terms, using third-party payment methods can lead to extensive verification, withdrawal delays, or other account complications.
Thank you for your cooperation throughout the complaint process.
Best regards,
Jean
Casino Guru
