HomeComplaintsMexplay Casino - Player’s withdrawal is delayed due to KYC issues.

Mexplay Casino - Player’s withdrawal is delayed due to KYC issues.

Amount: Mex$5,000

Mexplay Casino
Safety Index:Below average
Submitted: 23 Oct 2024 | Case closed : 07 Nov 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 weeks ago

The player from Mexico faced difficulties with a withdrawal of 5,000 Mexican pesos, as the casino cited KYC verification issues with his bank account. Despite submitting all the requested documents, including a video and bank statement, the issue remained unresolved. The Complaints Team extended the communication period for an additional 7 days, but the player did not respond. As a result, the complaint was rejected due to a lack of further communication.

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1 month ago
Translation

I'm having problems with withdrawals. I contacted customer service and they told me the withdrawal cannot be processed due to the KYC verification of the bank account. I sent all the requested documents, including a video of myself with my ID, a bank statement, and a handwritten form on a piece of paper. Still, they haven't resolved the issue, and the withdrawal is a considerable amount of 5,000 Mexican pesos.

Automatic translation:
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1 month ago

Dear ropl981017,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

  • Have you provided all the required documents as soon as possible and in the correct format?
  • 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 in advance for your reply.

Best regards,

Tomas

Edited by a Casino Guru admin
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3 weeks ago

Dear ropl981017,

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.

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2 weeks ago

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.

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