Mexplay Casino - Player encounters withdrawal delays and account validation issues.

My complaint is clear, but I do not know whether the casino has the right to do what I write below or not.

I have had a verified account for over two years, always good or bad, depositing, withdrawing, etc. without any major issues. Until September 2024, they wouldn't let me make withdrawals. They spent several days sending me account statements, signed forms, selfies, videos, etc., to validate my bank account where I had been making transactions without any issues on the same platform for a long time. Nothing new, it was strange and very annoying because it seemed to me that they didn't want to pay me. After a few days, they regulated my withdrawals, when I had already lost what I was going to withdraw back then.

Today I made a small deposit and was going to withdraw a good amount, but they told me the same old story: I had to validate my account. I was requesting a withdrawal to my current account, but they wouldn't let me because I had to validate the other account. I understand if they asked me to update the account I was requesting the withdrawal to, but it's an account I don't actually use anymore.

It's very clear that customer service at this casino is terrible. They know nothing about the subject and just robotically copy and paste the same answers for everything. It's quite frustrating. It's truly impossible to have healthy communication with them. My annoyance is that they force me to resend information that, in my opinion, is sensitive and annoying at the same time.

They want full account statements, selfie videos in full HD resolution, because they have given me a lot of trouble without a clear context. Screenshots that are not allowed by financial institutions, and therefore cannot be taken, but they want them. They ask me for written documents, and well, a process that does not seem correct to me at all. My question is, how much do they have the right to request and how often, when I did it for the same account months ago.

I basically want to know, because I had a very bad experience with this casino's customer service and their terrible solution. And so that people with the same taste know that if you're going to play at Mexplay, never expect solutions to any problem.

I'll leave you an example of an agent's request, so you can explain it to me... it's just proof of my frustration.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation:

• Could you please specify whether you had previously verified the bank account ending in 6127 with this casino?
• Which documents have you most recently been asked to provide, and which of them are still pending approval?
• Has your most recent deposit method already been successfully verified?
• When was the last time the casino contacted you regarding your account verification?

Please note that verification checks are a standard and necessary part of online gambling. Since casinos cannot verify a player’s identity in person, this process helps ensure that funds are released to the rightful owner. Additionally, if an account has been inactive for some time, the casino may recheck the details to confirm everything is still up to date.

I hope we’ll be able to assist you in resolving this matter soon. Thank you in advance for your reply.

Best regards,

Veronika

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Dear mickyangel19,

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.