MexVip Casino - Player's withdrawal is delayed due to bonus conditions.

I wanted to withdraw my winnings but couldn't because there was a withdrawal error. When the money was returned to my account, it no longer appeared as my real balance but as a bonus, and I had to multiply it by 30. That would be 118,000, since what I was trying to withdraw was 3,935. I did that, and my balance returned to real money, meaning I could withdraw it according to the system. But the same thing happened again, and now it says I have to multiply it by 30 again, making the amount 8,000.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MexVIP.

Please allow me to ask you a few questions so I can better understand the situation.

• Did you achieve your winnings with the help of a bonus?
• Is your player's account verified?
• Have you made any previous successful payouts from the casino?
• Could you please share with me your communication with the casino when you contacted them about 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

No, my earnings were from my deposit.

Yes, it's verified

Yes, I've already made the payment.

They just tell me there was a failure, but they don't tell me what.

Thanks for the explanation.

Have you documented the issue by taking screenshots when requesting a payout and when the money returned as bonus money?

Could you please share screenshots of how the situation appears from your point of view?

When was the last time you successfully withdrew money from the casino?

Thanks in advance for your cooperation.

Dear Alisonlitay,

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.

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