Mexplay Casino - Pelaajan kotiutuspyyntö on viivästynyt.

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.

Tengo una solicitud de retiro pendiente por $530,650, presentada el 9 de marzo de 2026 en Mexplay.

Cumplí con todos los requisitos, incluyendo la verificación de identidad y bancaria, y proporcioné toda la documentación solicitada. También verifiqué la validez de mis resultados de juego directamente con el proveedor del juego (PG Soft).

Sin embargo, después de más de 10 días hábiles, mi retiro aún aparece como "pendiente" y el casino continúa brindando respuestas repetitivas sin una explicación clara ni un tiempo estimado de resolución.

Mi cuenta permanece activa, mi saldo ya fue deducido y los fondos se están procesando para el retiro, pero aún no he recibido mi pago.

Solicito una revisión formal de mi caso y una resolución inmediata de mi retiro o una explicación clara sobre la demora.

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.

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

Hi, 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

Hola, si anteriormente si he realizado retiros sin problema en menos de 1 hora ya tengo los depósitos en mi cuenta

no fue con bono

yo deposite de la cuenta de mi hija sin pensar que iba a tener problema, les expliqué me pidieron documentos, carta de mi hija hacia mí donde autoriza que use su tarjeta de débito, ine de ella, mi ine, hice un video selfie con ella y las identificaciones, mandé todo hasta el acta de nacimiento donde demuestro que es mi hija,

ya pasaron muchos días hábiles y me responden esto

Hola, se encontró que su retiro está siendo revisado actualmente por la fiesta del juego. Por favor espere pacientemente. Una vez que se complete la revisión, nos ocuparemos de ella de inmediato. Gracias por su paciencia y cooperación.

esa respuesta repetitiva todos los días que me comunico con ellos

Today 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.

El día de hoy mando de nuevo mensaje y me responden lo siguiente

Tras comprobarlo, su queja se ha derivado al departamento correspondiente y actualmente se encuentra en revisión. Agradecemos su paciencia mientras trabajamos para resolver el problema. ¡Gracias por su comprensión!

ya estoy muy desesperada desde el día 9 de marzo a hoy 25 de marzo no me dan respuestas claras

no sé si cancelar el retiro y cobrar menos cantidad

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