Mexplay Casino - Player struggles with faulty communication and requests refund.

I was recommended to get in touch with you, since it's likely that the betting house Mexplay might respond to you.

This casino has drawings so I purchased about $15,000 worth on February 14th for 4 drawings. In reality, I only wanted to participate in 3, but mistakenly confirmed for 4. Immediately, I requested a refund because according to their policy, it applies within 24 hours.

There is no telephone line to reach out to, the chat isn't available and redirects you to Telegram, where the advisors seem clueless. It feels like they are attending to another business entirely, which is quite disappointing. Therefore, I decided to send an email, as suggested in their terms. Despite sending 4 emails, I've received no response. The situation on Telegram is just pitiful. I have a screenshot of a conversation that could give you an idea of their 'service'. It seems impossible for them to attend to my request.

In addition to the refund, I asked for a tournament schedule, as if they're on sale, I assumed there would be a date. But there isn't any. I might have to wait a year and maybe it still won't happen. I don't find it fair that they sell things in this way, though I don't think they're breaking any rules. I get it. I just need answers. What should I do? Do I let it go? ... I'm at your disposal, and if I am wrong, I will take responsibility.

Dear Davidmazaba1,

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

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

• Do I understand correctly the issue you are trying to resolve is to refund your deposit in the casino you made accidentally?
• 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 am mainly grateful for taking attention to my situation so quickly.

Yes, in fact, my intention is to buy the tickets for the raffles, but I missed an extra order, not so much by mistake, if I don't log out of the system and confirm it later. I send you images of the last conversation and what I have already paid.

These are the purchases I want to cancel and if possible the refund to the casino CTA does not matter of $3459

Could you please advise if you completed account verification in the casino?

Could you please forward your email attempts sent to the casino to my email at tomas@casino.guru? Include any responses you received as well.

If I send you the emails, my account is fully certified and I will not send you response emails from them because there are none, they have never sent me one

Thank you very much, Davidmazaba1, 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 so much. I'm waiting

Hello, Davidmazaba1,

I am sorry to hear about your problem. 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 the resolution of this complaint.

Dear Mexplay Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Is it possible to refund his mistakenly purchased ticket for a raffle? What should he do so the casino can process it?

Thank you in advance for providing the information.

I thank you again for the response, if a refund is not possible, I would only request the dates of the draws because they do not have them either, they had told me that there is 1 draw per month, but it is false information since the only one with a date is in more 40 days

Dear Davidmazaba1,

I was in contact with the casino, and the refund will likely not be possible for several reasons:

• The casino does not issue refunds for tickets that have been purchased in error
• It is possible only within 24 hours after purchase or 30 days if a player alleges that another person has accessed their player account
• When purchasing tickets in their raffles, you have the option to confirm orders to prevent purchase errors
• You were allegedly not a first-time ticket purchaser, so you should be familiar with the service

If you can prove you contacted the casino customer support earlier than 24 hours after the purchase, feel free to let me know and share the supporting evidence.

As for the draws - the casino representative informed you (your screenshots) that you can find the information on Mexplay's Facebook. Can you try to find there what you are looking for? Would that help you?

Now, I also contacted the casino back and asked about those draws. Currently, I am waiting for their response.

Once I have any news, I will inform you.

In advance, thank you very much for your support.

Not all the information that the casino has provided is correct, although February 14 was the first time I acquired raffle tickets. I assume full responsibility and fully agree, respect and accept that it cannot be refunded. They even scheduled that draw to be disputed like the next one, there is still 35 days left, but it is already dated.

My question is, in addition to the one scheduled in more than a month, I have tickets for another 3... but they don't have a date, they say it's 1 month, but it's not correct either, it's already been more than 1 week since the first one I participated Next it's almost 2 months.

I suppose they have no obligation to confirm the date even if the tickets are on sale. or I do not know.

But we are waiting for the response, for now I am very satisfied with you, and one more experience in checking that you have a completion date before purchasing. thank you

Unfortunately, I do not have the evidence to communicate to me immediately, since I trust Telegram support so much that I do not believe it is necessary, until days later, for me to become aware of such a service.

Alright, Davidmazaba1.

So let's now wait for the casino's response. I am setting the timer for the casino.

Thank you for your patience and understanding.

Dear Davidmazaba1,

I am back with hot news. However, it will not make you happy.

I received a response from the casino representative, but unfortunately, there are no specific dates for the raffles you are trying to find out. It rather looks like the casino publishes the dates shortly before the raffles take place or operationally, based on several factors that affect this process, considering especially the number of tickets in play and chances to win. So, to be honest, it looks like the casino itself does not know it exactly. Therefore, you received inaccurate answers to your questions about the dates. In addition, although I was not able to get any exact date of any further raffles from the casino, we basically do not solve issues regarding lotteries and we focus on online casinos only. At least I tried to help you as much as could.

Due to the above, since you are not eligible for a refund of the disputed ticket(s), and we do not have enough insight to take on the kind of issue that remained unresolved and help you, I am now forced to close/reject the complaint. In this case, it would not make sense to keep the case open.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or ADR. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru