MexLucky Casino - Player's account in Mexico blocked and winnings confiscated.

One day, I deposited a certain amount that was never credited to my account. After raising a complaint about this, I still didn't receive my money. Eventually, I let it slide because it wasn't a substantial amount. As time passed, I finally managed to win first 400 pesos. But when I tried to withdraw, I received a network exception message and they outright denied my withdrawal. Please note that I didn't have any active bonuses at this time. Over the course of a few weeks, my winnings grew to 24k and having received no response other than being told to wait, I lodged my complaint in all their support channels and the Telegram group. Suddenly, they accepted my withdrawal, but I never received the amount. When I tried to log in later that day to check on the withdrawal, I was informed I was unable to access my account and was instructed to contact customer service. Despite doing so, I didn't receive any response. Later, I received a message on Facebook stating that signs of fraud had been detected with my account and they would not be refunding my money. As a result, I believe my complaint served only to have my account blocked and accused of fraud without any further explanation.

Dear excess,

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

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

• Is this the correct website of the casino? https://mexlucky7.com/
• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Could you please share your communication with the casino? 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I recommend your wife submit a separate complaint, as according to our policy the issue in one complaint thread is strictly related to one player and one casino. Thanks for your understanding. Third-party submissions for complaints are not accepted.

• Could you please confirm the issue concerns funds withheld on your casino account for Mex$20000 (the disputed amount you indicated initially)?
• Could you please advise if you and your wife used separate devices when playing and deposited in this online casino using payment methods under your respective names?

If in fact we use different devices and each one in their respective card payment, the capture account is the 20k

Thank you very much, excess, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Thank you very much, I await news

Hello, excess,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear MexLucky Casino team,

Could you please provide us with a detailed explanation of the player's situation? What steps should the player take to unblock the account, complete the KYC, and/or withdraw the disputed winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

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.

Dear excess,

In the meantime, while I will try to contact the casino in other ways, please provide me with the following information:

• What is the disputed amount on your disputed account?
• What is the disputed amount on your wife's disputed account?
• Is ev********in@hotmail.com the email registered with your or your wife's account?
• Did you and your wife use the same payment method for deposits/withdrawals in your accounts (if you used bank cards, I am asking about a bank account the cards are linked to)?
• Is it possible that, at any point, you were connected to your accounts from the same device or using the same internet connection/IP address(es)?
• What exactly did you mean by the "capture account"?
• Did you and your wife use any bonus(es) on your accounts? If so, what bonuses were used on which account? (I am not asking how the disputed funds were accumulated (your funds, not your wife's disputed funds), but whether you and your wife used any bonus(es) anytime while the accounts were active)

As my colleague mentioned above, you can dispute only funds you have/had on your disputed account, and you definitely cannot dispute funds on someone else's casino account. Your wife has to submit a new complaint and solve the issue with the casino herself. However, to be honest, considering all the provided information and your great knowledge about allegedly your wife's account, it is very suspicious and looks like you registered both accounts and used them yourself... Even if the casino does not contact me back, I will wait for your answers to my questions above.

Thank you for understanding.

And regarding the bonuses, I never played a bonus again after the hell I had to go through with my first deposit hahahaha they are extremely impossible to fulfill, so I never accepted those deposit bonuses again

Alright, I understand. Thank you for the additional details, excess.

However, you have not answered most of my previous questions.

• Did you and your wife use the same payment method for deposits/withdrawals in your accounts (if you used bank cards, I am asking about a bank account the cards are linked to)?
• Is it possible that, at any point, you were connected to your accounts from the same device or using the same internet connection/IP address(es)?
• What exactly did you mean by the "capture account"?
• Did you and your wife use any bonus(es) on your accounts? If so, what bonuses were used on which account? (I am not asking how the disputed funds were accumulated (your funds, not your wife's disputed funds), but whether you and your wife used any bonus(es) anytime while the accounts were active)

Alright, excess. According to our standard procedure, since the casino did not respond within the given time frames, I should close the case as "unresolved". However, under such circumstances and considering several essential discrepancies between the information and details you provided during the process, I would like to wait for clear answers to the questions in my previous post directed to you.

In addition, it would be highly appreciated if you could explain the whole situation, chronologically with all the necessary details (registrations, activity, disputed amounts, bonuses used...) regarding your and allegedly your wife's account. But, please note if your answers are incomplete, you do not answer all the questions, and a detailed explanation is insufficient or does not fit the previously provided information (or makes no sense), the complaint will be rejected.

Looking forward to hearing from you.

Hello, look, my wife has her own account, the deposits are from different bank accounts obviously.

Yes, it is possible that we used the same internet but I don't think it was for that reason, because we use different devices and we never logged in on both devices with a single account.

The only bonus used was on my part but it was when starting in Mexlucky and that is not relevant to the claim

capture account I am referring to the screenshot, and I apologize for taking a long time to respond but I didn't notice the response because I very rarely check my email

Thank you, excess. Can you additionally explain how is it possible that your disputed account was closed on March 23, 2024 (exactly), as you claimed above, but you provided us with a screenshot with withdrawal requests from April 2024?

It's because I'm telling you that I sent you my wife's screenshots, but I already clarified before that you should avoid that.

No, you did not make it clear. Otherwise, I would not have to ask the same questions multiple times, while still not having answers to all my questions.

You mentioned that "evi*******in is my account, the screenshot I sent with the withheld payments are those of my account, they are around 13 or 9k". But those amounts are withdrawals that are/were pending on your wife's account (based on the information you provided later). So, it is not completely clear.

Alright, excess. Let's not drag it unnecessarily out.

Since we basically have not received any response from the casino, while the casino is the only one that could clarify everything and put it into perspective, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating negatively.

There is one more option on how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (Gaming Curaçao) and submit a complaint directly to the regulator. You can find more about their complaint process HERE, or general information about submitting complaints HERE.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

The casino can reopen this complaint anytime, and once it happens, you will be notified via email.

Best regards,

Branislav, Casino.Guru