Mexplay Casino - El jugador tiene problemas con una comunicación defectuosa y solicita un reembolso.

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.

Me recomendaron comunicarme con ustedes ya que es probable que la casa de apuestas mexplay si les de respuesta a ustedes.

Este casino tiene sorteos así que yo compré aproximadamente como $15,000 el día 14 de feb. En 4 sorteos, en realidad quería solamente lo de 3, pero por error, confirme los 4. De inmediato solicite el reembolso ya que según su política aplica dentro de las 24 hrs.

No hay línea telefónica dónde comunicarse, el chat no está disponible y te manda a telegram, dónde los asesores no tienen idea, parece que atienden otro negocio menos ese, es muy nefasto. Así que decidí mandar correo electrónico como lo dice en términos, pues llevo 4 correos sin respuesta, y en telegram simplemente esta para llorar, tengo pantalla de una conversación donde podrían darse idea de tal servicio. No es posible que me atiendan la solicitud.

Adicional al reembolso solicite algún calendario de fecha de los torneos, puesto si están en venta, suponía había la fecha, pues no. No hay tal cosa. Así que podré esperar 1 año y quizá no se realice. No me aparece justo que vendan algo de esta manera, más no creo que estén faltando alguna normal. Entiendo. Solo necesito respuestas. O ¿que procede? ¿Solo dejo pasarlo? ... Estoy a la disposición, y si estoy en error pues lo asumo.

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.

Agradezco principalmente por tomar atención en mi situación de una forma tan rápida.

Sí, en efecto, mi intención si es comprar los ticketes para los sorteos, pero se me fue un pedido extra, no tanto por error, si no me saco de sistema y después lo confirme. Les hago llegar imágenes de la última conversación y de lo que tengo ya pagado.

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

estas son las compras quiero cancelar y si se puede la devolución a la CTA del casino no importa de $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

Si le mando los correos, mi cuenta está totalmente certificada y no le enviaré correos de respuesta por parte de ellos por qué no los hay, jamás me han dado mandado uno

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

Muchas gracias. Estoy pendiente

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

agradezco nuevamente la respuesta, si no es posible el reembolso, solo solicitaría las fechas de los sorteos por que tampoco la tienen , me habían comentado que es 1 sorteo por mes, pero es una informacion falsa ya que el y único con fecha es en mas de 40 dias

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

De antemano, muhcas gracias por el apoyo.

No toda la informacion que el casino le ha facilitado es correcta, si fue el 14de febrero laprimera vez que yo adquiri boletos para sorteos. asumo totalmente responsabilidad y estoy en total acuerdo, respeto y acepto el que no se pueda reembolsar. Incluso, ellos programaron ese sorteos a disputa como el siguiente, aun falta 35 dias, pero ya esta con fecha.

Mi cuestion, es, que adicional al programado en mas de un mes, tengo entradas para otras 3... pero no tienen fecha, ellos dicen que es 1 pormes, pero tampoco es correcto, ya paso mas de 1 semana del primero que participe al siguernte son casi 2 meses.

Supongo no tienen la obligacion de confirmar fecha aun teniendo en venta los boletos. o no se.

Pero esperamos la respuesta yo por ahora estoy muysatisfecho con ustedes, y una experiencia mas en checar que tengan fecha de realizacion antes de comprar. gracias

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.

desafortaunadamente, no tengo la evidencia que mecomunique de inmediato,puesto confie tanto en el soporte de telegram, que no creeinecesario, ya hasta dias posteriores, que me percate de tal servicio-

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