The player from Mexico had a pending withdrawal request of $530,650 submitted on March 9, 2026, having met all verification requirements and provided the necessary documentation. After more than 10 business days, the status remained 'pending,' and she sought a formal review and a clear explanation for the delay. It was clarified that the withdrawal was delayed because the player had deposited funds using her daughter's debit card without prior approval, which violated the casino's terms prohibiting third-party payment methods. Consequently, the winnings related to such deposits were considered void, and the complaint could not be further assisted. The player was informed that only permitted payment methods were allowed, and without proof of ownership or prior approval, the withdrawal could not be processed.
Mexplay Casino - Player’s withdrawal request is delayed.
Unjustified complaint
Amount: Mex$530,650
Mexplay Casino
Safety Index:Very lowCase summary
Translation
I have a pending withdrawal request for $530,650, submitted on March 9, 2026 at Mexplay.
I met all the requirements, including identity and bank verification, and provided all the requested documentation. I also verified the validity of my gaming results directly with the game provider (PG Soft).
However, after more than 10 business days, my withdrawal still appears as "pending" and the casino continues to provide repetitive responses without a clear explanation or an estimated resolution time.
My account remains active, my balance has already been deducted and the funds are being processed for withdrawal, but I have not yet received my payment.
I request a formal review of my case and an immediate resolution of my withdrawal or a clear explanation regarding the delay.
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Dear blancaa,
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 fully understand the situation.
- Have you made any successful withdrawals before?
- Can you confirm if all the requested documentation was submitted successfully to the casino?
- Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards
Petra
TranslationHi, yes, I have made withdrawals before without any problem; the deposits are in my account in less than an hour.
It wasn't with a bonus.
I deposited money from my daughter's account without thinking I would have a problem. I explained what they asked for: a letter from my daughter authorizing me to use her debit card, her INE (Mexican voter ID), my INE, I made a selfie video with her and the IDs, I sent everything, even the birth certificate proving that she is my daughter.
Many business days have passed and this is the response I received.
Hello, your withdrawal request is currently under review by the game's development team. Please be patient. Once the review is complete, we will process it immediately. Thank you for your patience and cooperation.
that repetitive response every day I communicate with them
TranslationToday I sent another message and they replied with the following
After reviewing your complaint, it has been forwarded to the relevant department and is currently under review. We appreciate your patience while we work to resolve the issue. Thank you for your understanding!
I'm very desperate now; from March 9th to today, March 25th, they haven't given me any clear answers.
I don't know whether to cancel the withdrawal and receive a smaller amount.
Dear blancaa,
Thank you very much for your clarification.
If you have deposited funds using a payment method that belongs to another person, I’m afraid we will not be able to assist you further in this matter. I have reviewed the Terms and Conditions, and this is the relevant rule:
"Using a payment method that you do not own or that belongs to a third party (for example, using a family member's debit card to make deposits to your account) is prohibited. Any third-party deposit will be considered invalid, and any winnings or prizes arising from such a deposit will be void."
Please understand that this rule appears to have been breached. In some cases, casinos may allow exceptions—for example, when using a joint account or if prior approval has been granted. However, this must be clearly communicated and approved in advance.
It is also important to note that while it may be technically difficult for casinos to verify the ownership of a payment method at the deposit stage, this is typically checked during the account verification process, especially when a withdrawal is requested. Therefore, it is the player’s responsibility to use only permitted payment methods.
If you are unable to prove that you are the legitimate owner of the payment method, and you have not received prior approval from the casino to use a third-party method, I’m afraid there is very little we can do to assist further.
Thank you very much in advance for your understanding.
Best Regards
Petra
