Fundalor Casino MX - Player's withdrawal is delayed due to card issue.

I made a withdrawal on Fundalor, but they can't process it because I used a card that I no longer have and don't use because my online banking canceled it.

What can I do? I've tried getting help from the Mercado Pago team, but Fundalor says they can't do anything.

Hello victord180679,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Fundalor Casino MX. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• Do you have any official confirmation from your bank that the card is no longer active?

Looking forward to your answer.

Regards,

Nick

I already had a withdrawal opportunity and I decided to lose it again for the same situation today I will not lose it because I already sent the information to support but I have more computer than support team why do they ask for the information of a card cancelled by my bank

Help, if Fundalor is not going to validate my withdrawal, it will not let me deposit money, because why deposit money if I am not going to be able to withdraw?

I don't know what you're talking about with the verification process.

They send an email saying that I have to send that card, but if I haven't used it for a year because they cancelled it, I don't understand why I have to send it so they can make a withdrawal if I haven't used it now that I return and they don't have a phone number to discuss it with them.

It is not at all reliable in that case or at least in the withdrawals.

I say sending emails asking for the status but the email does not arrive and my withdrawal is still not approved. I really do not understand why it is so complicated. I attach account information.

Dear victord180679,

Please reach out to your payment provider and request a document confirming that your card was canceled and that it belonged to you.

Once you obtain this document, forward it to the casino to complete their verification process. Unfortunately, you won’t be able to withdraw your funds until this step is completed.

Feel free to update us if there are any developments or if you need further assistance.

Best regards,

Nick

Dear victord180679,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.