The player from Mexico faced difficulties withdrawing his balance of $2.02K from Mexswin due to repeated rejections of his request to update his bank account details. Despite providing the necessary documentation, the casino suggested creating a new account, which could have led to the confiscation of his funds. The issue was closed, since the player didn't confirm the receipt of funds within a time limit the complaint was closed as rejected.
Mexswin Casino - Player's withdrawal is delayed due to account issues.
Closed
Our verdict
Player stopped responding
Amount: Mex$2,000
Mexswin Casino
Safety Index:Very lowCase summary
Discussion
Public
Public
4 months ago
Translation
I am a registered customer on the Mexswin platform with the number ***** and the email [removed by Casino.Guru admin]. My current balance is $2.02K.
I requested Mexswin support to update (correct) my interbank CLABE to a new account that is properly in my name.
The provider repeatedly rejected the request (See Screenshots), arguing that "changing the bank is not allowed" for security reasons or that "the bank has linked your account."
Despite my request, Mexswin support suggested to me on multiple occasions, "You can create another account, fill in the new bank details and use it." (See Screenshots).
I pointed out to the Provider that the suggestion to open a new account is a violation of Clause 5.4 of their Terms and Conditions, which prohibits having multiple accounts, an action that could result in the confiscation of my balance. The Provider ignored my warning and repeated the suggestion.
III. BREACH OF LAWS AND TERMS
The Supplier's conduct violates the following:
Violation of the Federal Law on the Protection of Personal Data (Rectification): The Provider refuses to rectify an essential personal data (the bank account) that has ceased to be valid, which violates my right to Rectification.
Breach of its Own Terms and Conditions (Clause 9.4): Clause 9.4 of its Withdrawal Terms states: "We reserve the right, at our sole discretion, to allow you to withdraw funds to a payment method other than the one used for your original deposit. This will be subject to additional security checks." The Provider refuses to exercise this discretion despite my willingness to submit all necessary security checks.
Non-compliance with the Federal Consumer Protection Law: By refusing to provide the removal service in a justified manner and by suggesting a solution that violates its own rules (T&C 5.4), the Provider engages in an unjustified refusal of service and treatment that violates my rights as a consumer.
IV. CLAIMS (SOLUTION REQUESTED)
The immediate correction of my bank account registered in my Mexswin account to the new interbank CLABE, after verifying ownership with my documentation.
The withdrawal of the total balance of $2.02K to the rectified bank account, or failing that, that I be allowed to withdraw said balance by a safe and legal alternative method.
Edited by a Casino Guru admin
Automatic translation:
Public
Public
4 months ago
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.
Public
Public
4 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mexswin Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- When was the last time you were able to pay out from the casino successfully?
- Is your old bank account no longer available to you? Does the casino offer any other payment options, other than a bank account?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
Public
Public
4 months ago
Dear Omarcarolozoya,
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.
Public
Public
4 months ago
TranslationMexswin Casino resolved my issue, although it was complicated and slow. They finally agreed to update my withdrawal information, which I find very strange and odd that they would complicate something as simple as updating withdrawal information so much. Any other, more reputable and well-established casino wouldn't have any trouble with this.
Retirement update: I hope they can fix that annoying problem. Otherwise, everything is fine.
Automatic translation:
Public
Public
4 months ago
Thanks for the update.
- Have you received any payouts from the casino since your last post?
- May we consider the issue resolved?
If the issue persists, please let me know.
Public
Public
3 months ago
Dear Omarcarolozoya,
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.
Public
Public
3 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,
Tomas
Casino.Guru
