Mexswin Casino - Player's withdrawal is delayed and account access is restricted.

I recently joined the platform and took the 100% bonus with a deposit of 300 pesos. I completed the rollover and kept playing until I reached a total of 20,000 Mexican pesos. Everything seemed fine, so I registered for my withdrawal and everything was going smoothly. Suddenly, I noticed that my withdrawable balance had returned to my game account. I attempted to withdraw my winnings again, but was magically logged out. When I tried to log in, it said "ANOMALOUS LOGIN, PLEASE CONTACT CUSTOMER SERVICE." I contacted customer service, and they told me that I had attempted to access my account multiple times with an incorrect password (I hadn’t even tried a single time; this appeared to be their excuse). I tried to explain, but it seemed like they were mocking me since they told me to try again in 24 hours. I explained that I only tried to withdraw my winnings, and now they are claiming that I violated the terms.

Dear excess,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you provide the name of the casino?
• Could you please confirm that you have passed the KYC verification?
• Have you ever shared your login details with anyone?
• Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@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,

Dominika

Hello, the casino is mexswin.com

*YES, IN FACT THE CASINO IS SO BASIC THAT IT DOESN'T ASK FOR ANY INFORMATION BUT JUST RFC, IT IS AN EXACT COPY OF MEXLUCKY

*I never shared it because it was the first time I played at that casino, I hadn't even been playing for 4 hours

*I already shared a screenshot of what I found because I literally can't even continue talking to support.

Dear excess, thank you for the information provided.

Have you managed to log in to your account and withdraw the money?

Have you tried resetting your password as advised in the login section?

Yes, and in fact today I started playing again by starting a new account and guess what, now they did the same thing to me with 5000 pesos. I'm very angry now and the worst thing is that they don't give me any explanations!

How frustrating, and in fact today I only tried it with a new phone and even a friend's phone number to play a couple of fiery bot, my friend deposited 3000, we wanted to withdraw the 5600 and they played us the same trick again and this time we didn't use any guest link, this casino is one of the biggest frauds that exist, it's not possible and the worst thing is that I just realized that it is not regulated by the condusef which is the one that endorses decent casinos in Mexico!

At the moment the losses amount to more than 25,600 MXN in profits that they denied me, and a total of 3,300 pesos invested in the aforementioned deposits of each account. It really makes me very angry, I am crying from helplessness.

I TRIED TO CONTACT DIRECTLY THE GAMING OPERATOR THAT THEY ADVERTISE ON SAID PAGE AND THEY INFORMED ME THAT THEY ARE NO LONGER THE ONES WHO HAVE THE LICENSE WITH THEM

Thank you very much, excess, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Yes, thank you very much, I hope it can be solved.

Hello there,

Thank you excess for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Mexswin Casino for their help in resolving this complaint. We would like to know what is the issue with the account and what can we do to help the player receive their winnings.

Thank you!

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter