Fundalor Casino MX - Player demands withdrawal after account issues.

I had my account verified I have been playing at that casino fundalor Mexico for over a year and last week I deposited 50 thousand pesos into my gaming account to play for a while and a problem arose because I had an accident and I needed to withdraw my money and I only had 25 thousand pesos left and I wanted to withdraw it and the casino denied the withdrawal because my ID had already expired that I had to wait until they renewed my ID to be able to withdraw the money and I was in the hospital struggling because of the absurd things they put up as excuses if my account was supposed to be verified for over a year if there was a problem when my ID expired which was in December the casino had the obligation to have notified me and asked me to renew it and they never did it seems like a joke to me that since the beginning of the year all the deposits are there without any excuse or pretexts to receive them aa but to withdraw my same money they put up one and a thousand excuses not to pay me it is a joke of those cynical bandits it is a shameless robbery what they do if since my ID expired They weren't going to let me withdraw my ID. I demand that the casino return the 300 thousand pesos I deposited since my ID was no longer valid because since they haven't notified me of anything, it's a blatant theft to me and I see it as fraud.

Dear Alejandrocala,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

When exactly did your ID expire, and when did you first attempt to withdraw your remaining balance?

Can you confirm if you're still able to access your account?

How much money did you originally want to withdraw?

Have you provided the casino with a new, valid ID or any updated documentation yet?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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

Best regards,

Dominika

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The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

My ID expired in December of last year, meaning it was no longer valid in January. The casino never notified me that I had to renew it. They let me make deposits and sent me emails with promotions to deposit more. They never notified me that I couldn't withdraw money from my account whenever I wanted because my ID wasn't valid. Until a few days ago, when I deposited 50 thousand pesos, from that money that I deposited that same day, I requested to withdraw 25 thousand pesos. That's when I was surprised when the casino denied me the withdrawal with the excuse of my ID, but since they didn't prohibit me from receiving deposits, they never made excuses to receive my money.

Dear Alejandrocala, to better understand your situation and assist you effectively, could you please answer all of the questions I asked in my previous message?

If I can still access the casino account and I requested my withdrawal for 25 thousand pesos that I myself had deposited at that same time because I deposited 50 thousand, the 25 was what I had left of what I deposited and not the identification since I sent them the appointment for the identification renewal that I had just requested 8 days before and for them to give it to me it takes more or less a month for the identification to arrive. I showed them all that and they told me that I had to wait for the identification to arrive, something totally absurd because to deposit they never asked me for a renewed identification and more than I asked them to help me with the withdrawal because I was in the hospital because I had an accident, they told me no, to wait until my identification arrived, meaning that I put my physical integrity at risk and these clowns are denying me my own money. Currently my account already appears at 00 there is no money and I told them that I was going to sue them

Dear Alejandrocala, please allow me to clarify an important point. Most casinos only perform document checks during a withdrawal request, not during deposits. This means the casino likely didn’t know your ID was expired until you tried to withdraw. It is the player's responsibility to ensure their ID and documents are valid and up to date, especially when planning to withdraw funds.

Also, I’d like to mention that I have not yet received any communication from you via email regarding your conversations with the casino. Could you please forward any email or chat transcripts to me at [email protected]?

Could you please explain what happened to the funds in your account — did you play and lose the remaining funds, or were they deducted for some other reason?

Dear Alejandrocala,

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.