The player from Mexico filed a formal complaint regarding a withdrawal that had been unjustifiably delayed despite following all necessary procedures. He requested an explanation for the hold on his funds and the immediate release of his winnings, expressing dissatisfaction with the lack of communication from support. The Complaints Team acknowledged the issue and emphasized the necessity for a two-week processing period before intervening. However, due to a lack of response from the player after multiple inquiries, the complaint was closed.
Mexplay Casino - Player's withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: Mex$50,000
Mexplay Casino
Safety Index:Very lowCase summary
Discussion
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6 months ago
Translation
I hereby express my dissatisfaction and file a formal complaint regarding the unjustified refusal or delay in withdrawing my winnings totaling $58,000 Mexican pesos from mexplay.mx.
I have followed all the steps indicated by the platform to complete the withdrawal, including identity verification, requested documentation, and compliance with the terms and conditions. Despite this, to date I have not received the corresponding payment, nor have I received a clear response or concrete solution from the support department.
I consider this situation a lack of seriousness, transparency, and commitment to the user, which directly affects my confidence in the platform.
I urgently request:
A clear explanation of the reason for the delay or hold on my funds.
Immediate release of pending withdrawal.
A written response within no more than 72 business hours.
If I do not receive a satisfactory solution within this period, I will be forced to escalate this complaint to PROFECO and other relevant bodies to protect my rights as a consumer.
I look forward to your prompt response.
Automatic translation:
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6 months ago
Hello,
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,
Kristina
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6 months ago
TranslationHere you can see that I requested withdrawals in May and have waited more than a month. I have had to cancel them and resend them.
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6 months ago
Thank you for your reply. I would like to emphasize that we always give the casino two full weeks to process each payment. I will keep this complaint open, and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive, and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience, and please keep me informed about any further developments.
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6 months ago
Dear Armandoekabande23,
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.
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5 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Kristina
Casino.Guru
