Fundalor Casino MX - El retiro del jugador se retrasa debido a un problema con la tarjeta.

I made a withdrawal on Fundalor, but they can't process it because I used a card that I no longer have and don't use because my online banking canceled it.

What can I do? I've tried getting help from the Mercado Pago team, but Fundalor says they can't do anything.

Hice un retiro en fundalor pero noe lo pueden dar por qué lo hice con una tarjeta que ya no tengo y no uso por qué mi banca en linea me la cancelo..

Cómo puedo hacerle intento ayudarme el equipo de mercado pago pero fundalor dice que no puede hacer nada

Hello victord180679,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Fundalor Casino MX. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• Do you have any official confirmation from your bank that the card is no longer active?

Looking forward to your answer.

Regards,

Nick

I already had a withdrawal opportunity and I decided to lose it again for the same situation today I will not lose it because I already sent the information to support but I have more computer than support team why do they ask for the information of a card cancelled by my bank

Ya tuve una ocasión de retiro y decidí perderlo nuevamente por la misma situación hoy no lo perderé por qué ya mandé la información a soporte pero areve más computadora que equipo de soporte por qué piden la información de una tarjeta cancelada por mi banco

Help, if Fundalor is not going to validate my withdrawal, it will not let me deposit money, because why deposit money if I am not going to be able to withdraw?

Ayuda si fundalor no va a hacer válido mi retiro que no me deje ingresar dinero por qué para que meter dinero sino voy a poder retirar

I don't know what you're talking about with the verification process.

No sé de qué me habla con el proceso de verificacion

They send an email saying that I have to send that card, but if I haven't used it for a year because they cancelled it, I don't understand why I have to send it so they can make a withdrawal if I haven't used it now that I return and they don't have a phone number to discuss it with them.

It is not at all reliable in that case or at least in the withdrawals.

Mandan correo diciendo que tengo que mandar esa tarjeta pero si ya no la uso desde hace un año por qué me la cancelaron no entiendo por qué tengo que mandarla para que me puedan hacer un retiro si no la he usado ahora que regrese y no tienen ningún teléfono para comentarlo con ellos.

No es nada confiable ese caso o al menos en los retiros

I say sending emails asking for the status but the email does not arrive and my withdrawal is still not approved. I really do not understand why it is so complicated. I attach account information.

Digo enviando correos preguntando el status pero el correo no llega y mi retiro sigue sin ser aprobado la verdad no entiendo por qué es tan complicado adjunto información de la cuenta

Dear victord180679,

Please reach out to your payment provider and request a document confirming that your card was canceled and that it belonged to you.

Once you obtain this document, forward it to the casino to complete their verification process. Unfortunately, you won’t be able to withdraw your funds until this step is completed.

Feel free to update us if there are any developments or if you need further assistance.

Best regards,

Nick

Dear victord180679,

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.

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.