Fundalor Casino MX - Player’s account has been closed without explanation.

Weeks ago, I received an email from them accusing me of bonus abuse. I responded by saying it was false and asked them to carefully check my history. They would find that I sometimes played without any bonuses and there were times I stopped playing for several weeks due to a lack of funds. I continued playing without opting for the offers they constantly send to my email, and played smaller amounts without bonuses since my gaming is purely recreational. Last week, I was awarded 50 free spins, and I had a pending withdrawal for the specified amount. Before all of this, I requested a change of account for deposits and withdrawals as my current bank is more convenient. After the free spins were credited, I logged out normally without using them and proceeded with other activities. A couple of hours later, I tried to log into my account and saw "ACCOUNT BLOCKED" with my pending withdrawal and the unused spins. It doesn't seem fair for them to keep my $400 deposit when I did not violate any rules. I sent two or three emails asking them to review my history to see that I sometimes play without bonuses and only use the bonuses that arrive in my email. Alternatively, they could at least return my deposit. I dislike casinos that get upset when someone wins a few bucks and then do whatever they want based on their own criteria. Thank you, Casino Guru.

Dear gordomorales,

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 understand the whole situation completely. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to your casino account?
• Have you received any explanation from the casino regarding the blocked account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina, I only play slots and I have my favorite games that I normally play, I did the KYC verification immediately, I don't remember since when, 2 or 3 years ago, and I had never had this type of problem, my gaming routine has never changed since I joined the casino. Until about three or four weeks ago when they sent me the warning email, I answered them, and I continued playing without any problem with the same game pattern as always, sometimes with a bonus, sometimes without a bonus, whatever my pocket allows me, and without warning they blocked me, they also did not answer my emails. Thank you, I just want to get my deposit back and goodbye Fundalor.

Thank you very much for your reply, gordomorales. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Good morning Kristina, I have already forwarded the necessary and only emails that were sent to me and I responded promptly.

Thank you very much, gordomorales, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you gordomorales for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Fundalor Casino MX for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

They are not going to respond, because they do not have the arguments. I don't care if they keep my money anymore, now I understand why they have so few active Mexican players. There are many other honest casinos to choose from, not rats like Fundalor.mx. I appreciate your attention and support Casino Guru Team. And fellow players, be careful with this casino.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Dirección General de Juegos y Sorteos Mexico (https://eur05.safelinks.protection.outlook.com/GetUrlReputation) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter Cole