Mexplay Casino - Player believes that their withdrawal has been delayed.

Quieren que verifique una tarjeta virtual que ya no tengo. En total usé 3 tarjetas en los últimos meses, de las cuales 2 pertenecen a la misma cuenta de mercado pago. Pero como cambié la tarjeta virtual pues esa ya no me aparece en ningún lado. Les dije que 2 de las 3 las puedo verificar, pero la primera que usé no se puede porque era tarjeta virtual y se cambió a la otra que usé. Ellos dicen que si no puedo mandarles la captura de pantalla de esa primer tarjeta que entonces no me pueden verificar el banco y no me pueden dar mi retiro. Además de que la información que piden para verificar suena a qué es suplantación de identidad. Otra cosa, el permiso Segob de ellos está suspendido por estar relacionado a la mafia. No es un casino legal, es una estafa https://www.reporteindigo.com/opinion/Suspende-Segob-permisos-de-mafia-20130227-0023.html

La plataforma de ustedes no me deja subir todas las capturas de pantalla. Aparte es sospechoso que su verificación sea por medio de Telegram

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Were you able to provide the casino with any kind of confirmation or documentation that proves you previously owned the virtual card in question, even though it is no longer available?

Did the casino accept any of your other submitted documents for the remaining two cards you used on your account?

Have you tried contacting Mercado Pago support to request historical data or a written confirmation that the card was issued to you and is now deactivated?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], 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.

Sí tengo una captura de pantalla donde mercado pago me dice que le aparece el número de tarjeta encriptado a ellos que tuve antes pero que no hay manera de ver el número completo y eso el casino NO me lo quiso aceptar. Ellos forzosamente quieren una captura de pantalla donde salga el número completo de la tarjeta con mi nombre y eso es imposible de obtener. Por esa razón ya no envié la demás información de las otras 2 tarjetas porque no me aceptaron la primera y dijeron que sin la captura de pantalla de la primera no me pueden verificar. Le acabo de enviar un e-mail con las capturas de pantalla que tuve con ellos vía Telegram

Dear player, do you have any official document or email from Mercado Pago—even an old one—that confirms you were the owner of the original virtual card? It might be worth checking your email history or account messages to see if anything like that is available.

Also, have you been able to reach any agreement with the casino or make any progress in resolving the issue since your last message?

No, como son tarjetas virtuales mercado pago no te manda esa información por correo electrónico. El número de tarjeta no aparece ni en los estados de cuenta. Les mandé un e-mail a ustedes y parece que ustedes tampoco entienden. Ya déjenlo así, me doy por vencido. Solo espero que puedan publicar que Mexplay es una estafa para que nadie más caiga. Ellos tienen su permiso Segob revocado por estar vinculados a la mafia. Eso debería ser suficiente.

Ya no me voy a desgastar con este tema. Es todo lo que tengo que decir. Solo apóyenme a poner que son estafadores para que no le roben a nadie más, es una ESTAFA

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jana ([email protected]) 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.

Dear jesusbaldemars87,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Mexplay Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

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.

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 Mexican Gaming Authority (https://iclg.com/practice-areas/gambling-laws-and-regulations/mexico) 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 ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Jana