Player's account is blocked.

A few days ago I started playing at Mexplay.mx and everything was perfect. I made a profit and the withdrawal was very fast. I was surprised at the service, I promise.

Yesterday (April 17) I deposited 500 pesos by spei that was not reflected.

I let them know but they told me that until my bank released it.

I requested self-exclusion by email soporte@mexplay.mx and they told me to communicate via live chat.

In live chat they told me they couldn't help

I sent email again and told them that I would complain to you.

A while ago, when I saw that my account was open, I deposited a thousand pesos per spei, they were credited immediately. I played and got a profit of 4,500 pesos.

At the time of withdrawal, because my account is already blocked.

In the casino terms it says to request my winnings as soon as possible to the email soporte@mexplay.mx and I already did.

but it also says that the casino can refrain from having contact with me.

I just want them to give me my winnings. but I don't get an answer.

I told you I would file a complaint with you.

I hope you help me,

No response. They do not believe me

Dear ECantu,

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

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

• Could you please explain when exactly did you request a self-exclusion in the casino and what was the reason you gave for the self-exclusion?
• Was your self-exclusion already applied to your account?
• Did you achieve your current balance with or without an active bonus? 
• Was your win achieved before you requested the self-exclusion, or afterward?
• Could you please confirm the casino website is https://mexplay.mx/

Thank you very much in advance for your reply.

Best regards,

Tomas

Clear

I requested the self-exclusion by chat on April 18 and they told me that they could not help me, to send an email and I sent it and they replied that the self-exclusion was by live chat. In other words, it couldn't. From the casino page there is no option. I requested self-exclusion because they did not credit me 500 pesos that came out of my account and it was always in pending status and because I kept playing and they did not allow me to withdraw 2 thousand pesos. I told them that I was going to file a complaint and they automatically paid me but they did not exclude me and I continued playing.

On the night of April 18, I asked for self-exclusion again and I told them that I had already requested it through the chat and nothing. The reason was the 500 pesos that were lost, because I played that day and the deposits entered automatically.

At 10 pm I was able to enter my account (they did not close it immediately) and I deposited a thousand pesos again and without a bonus, I won 4,500 and when I decided to withdraw it, it was blocked. And that doesn't seem fair to me. In other casinos the self-exclusion is immediate.

Reach the balance of 4500 without bonus. Deposit a thousand pesos and win 4500.

The victory was achieved after requesting self-exclusion, but since I had already requested the same thing before and kept playing, I thought that everything was in order. Only that the other times I lost and today I won.

I confirm that the website is wwe.mexplay.mx and when reading the self-exclusion clauses it says that earnings can be withdrawn by sending an email to soporte@mexplay.mx and wait for instructions, but I have already sent many and they do not respond.

I cannot enter the app and before they closed it there was no movement and I am afraid of losing my money, just when I won they blocked my account.

It is a new casino and if I made a profit and was able to withdraw it, I repeat, I asked for the exclusion for the money that was not credited to me and if I told you that I was going to file a complaint with you.

I don't have any screen because when trying to withdraw everything is blocked but it must be in the casino system.

I want to inform you that the mexplay casino technical support staff opened my account and I was able to withdraw my winnings in less than 24 hours.

I no longer have any complaints.

Thank you

Dear ECantu,

I'm glad to hear that you were able to withdraw your winnings. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru