Mexplay Casino - Игрок еще не получил свой выигрыш.

I have requested my withdrawal on jan 29 and the casino has a 24-72hr withdrawal policy. Its been over 120hrs, my account is already KYC verified the amount is under the max limit and on chat support they continue to automatically respond that my transaction is still being reviewed without further explanations or due dates.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Johnnycash123,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Johnnycash123,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

The withdrawal is still pending and I haven't received any help through chat. My KYC account is already verified, it's been a long time and it's clear they don't want to and won't pay it.

El retiro sigue en estatus de pendiente y en el chat no me resuelven. Mi cuenta KYC ya está verificada, ya paso mucho tiempo es claro que no quieren ni van a pagarlo.

DearJohnnycash123 , thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at [email protected], 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.

Hello, I've made withdrawals before. My account is already verified through KYC. The winnings were made with my regular balance (no bonus), and the total amount was a combination of casino and sports betting winnings. I've attached a screenshot of the withdrawal and a customer support request.

Hola ya he hecho retiro en anteriores ocasiones, mi cuenta ya está verificada por KYC, las ganancias fueron con saldo normal sin bono y el monto total fue combinación de ganancias entre casino y deporte. Adjunto foto de retiro y solicitud de apoyo a atención a clientes.

Dear Johnnycash123, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you please clarify the exact date when you requested the withdrawal?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation.

Karla

Hello, I requested the first withdrawal on January 29th, but as shown in the image of the previous post, the support team asked me to cancel my withdrawal and request it again, which I did for an amount of $15,000 on February 4th, and it is still in pending status.

My last successful withdrawal took less than 4 hours to process.

It's the same payment method I requested, to my credit card which is already verified by KYC where I already...

They had sent withdrawals.

Attached is a list of withdrawals showing that the most recent one for $15,000 is still pending. I have another amount of $45,000 stuck in my account that I cannot withdraw until this withdrawal is processed.

Hola el primer retiro lo solicité el 29 de enero pero como lo muesto en la imagen del post anterior el equipo de soporte me pidió cancelar mi retiro y volverlo a solicitar cosa que hice por un monto de $15,000 el 04 de febrero y aun sigue en estatus pendiente.

Mi último retiro exitoso tardo menos de 4 horas en procesarse

Es el mismo método de pago que he solicitado, a mi tarjeta de crédito que está verificada por KYC y a donde ya me

habían enviado retiros.

Adjunto listado de retiros en donde se puede observar que el último por $15,000 sigue pendiente. Tengo otro monto de $45,000 atorado en mi cuenta que no puedo retirar hasta que no se procese este retiro.

I already answered that in the previous message. I don't need help anymore. I had a gambling addiction attack from waiting so long. After 20 days, I canceled the withdrawal and lost all the money. You can close the case now. In the end, these casinos play with your patience and win. They were never going to pay me.

ya te había contestado eso en el mensaje anterior ya no necesito ayuda tuve un ataque de ludopatía por esperar tanto tiempo después de 20 dias cancele el retiro y perdi todo el dinero ya pueden cerrar el caso al final estos casinos juegan con tu paciencia y te ganan, nunca me iban a pagar

Dear Johnnycash123, thank you for your reply. 

I am sorry to hear that, but I understand. Since you have decided to play your winnings, I’m afraid there is not much we can do for you. I understand that this would have never happened if you could withdraw on the first attempt, but at this point, we cannot ask the casino to refund your lost winnings.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.