Mexplay Casino - El jugador tiene problemas con la verificación de su cuenta.

Hi, I'm not sure if this is a complaint, it's more of a question...

On Saturday, November 1, 2025, I made a deposit at Mexplay and had no problems transferring the money from my online bank to the casino.

The problem started when I tried to open a game and it wouldn't open. It displayed a message saying I first had to complete my KYC verification, which I had no problem doing. However, I struggled like never before trying to upload my information. Mexplay's customer service lacks training when it comes to providing information to solve problems, whether through online chat or Telegram. Finally, I was able to upload my information, then I uploaded my documents, and here comes another problem: they inform me that I have several accounts at the casino, which I know and am sure is not true. When I ask for information about those accounts, they just tell me to upload my documents again. I repeat the entire process and receive the same response. I realize that in the casino information, my last names are reversed; my mother's last name is before my father's last name. I reported this to customer service via Telegram, and they just tell me to upload another ID, which I don't have. I don't have a passport or driver's license. I'm telling them that... My last name is wrong. I want to know what I can do about it, if there's anything I can do.

Thank you in advance for your response.

Hola no se si sea una queja mas bien es una pregunta..

El dia sabado 1/11/2025 realize un deposito en mexplay no tuve ningun problema al realizar la transferencia de mi banco en linea al casino.

el problema empezo cuando quise abrir un juego y no abrio me ponia un anuncio que primero tenia que hacer mi verificacion kyc el cual no tuve ningun problema en hacerlo batalle como nunca al querer subir mi informacion el servicio de atencion al cliente de mexplay carece de capacitacion al momento de dar informacion para solucionar un problema ya sea por medio de chat en linea o por telegram.. al final pude subir mi informacion despues subi mis documentos y aqui viene de nuevo otro problema pues me informan qud tengo varias cuentas en el casino lo cual yo se y estoy segura que eso no es verdad al pedir informacion de esaz cuentas solo me dicen que vuelva s subir mis documentos y vuelvo hacer todo el proceso y recibo la misma respuesta me doy cuenta que en la informacion del casino mis apellidos estan al reves mi apellido materno esta primero que mi apellido paterno lo cual se lo comunico a atención al cliente por medio de telegram y solo me dice que suba otra identificacion lo cual no tengo no tengo pasaporte ni licencia de manejo si le estoy diciendo que mis apellidos estan mal.. quiero saber que puedo hacer al respecto si se puede o no hacer algo..

De Antemano Agradesco Su Respuesta

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Dear herlindacossiovale68,

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.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Could you please advise if you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear herlindacossiovale68,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika