Mexplay Casino - El retiro del jugador se ha retrasado.

I hereby express my dissatisfaction and file a formal complaint regarding the unjustified refusal or delay in withdrawing my winnings totaling $58,000 Mexican pesos from mexplay.mx.

I have followed all the steps indicated by the platform to complete the withdrawal, including identity verification, requested documentation, and compliance with the terms and conditions. Despite this, to date I have not received the corresponding payment, nor have I received a clear response or concrete solution from the support department.

I consider this situation a lack of seriousness, transparency, and commitment to the user, which directly affects my confidence in the platform.

I urgently request:

A clear explanation of the reason for the delay or hold on my funds.

Immediate release of pending withdrawal.

A written response within no more than 72 business hours.

If I do not receive a satisfactory solution within this period, I will be forced to escalate this complaint to PROFECO and other relevant bodies to protect my rights as a consumer.

I look forward to your prompt response.

Por medio de la presente, me dirijo a ustedes para expresar mi inconformidad y presentar una queja formal respecto a la negativa o demora injustificada en el retiro de mis ganancias por un monto total de $58,000 pesos mexicanos en mexplay.mx.

He seguido todos los pasos indicados por la plataforma para realizar el retiro, incluyendo la verificación de identidad, documentación solicitada y cumplimiento de términos y condiciones. A pesar de ello, hasta la fecha no he recibido el pago correspondiente, ni he obtenido una respuesta clara o solución concreta por parte del área de soporte.

Considero esta situación una falta de seriedad, transparencia y compromiso hacia el usuario, lo cual afecta directamente mi confianza en la plataforma.

Solicito de manera urgente:

Una explicación clara sobre el motivo del retraso o retención de mis fondos.

La liberación inmediata del retiro pendiente.

Una respuesta por escrito en un plazo no mayor a 72 horas hábiles.

De no recibir una solución satisfactoria en este plazo, me veré en la necesidad de escalar esta queja ante PROFECO y otras instancias correspondientes para proteger mis derechos como consumidor.

Quedo atento a su pronta respuesta.

Hello,

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,

Kristina

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Here you can see that I requested withdrawals in May and have waited more than a month. I have had to cancel them and resend them.

aqui puede ver que desde el mes de mayo solicite retiro y he esperado mas de 1 mes, he tenido que cancelarlos y volverlos a enviar

Thank you for your reply. I would like to emphasize that we always give the casino two full weeks to process each payment. I will keep this complaint open, and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive, and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience, and please keep me informed about any further developments.

Dear Armandoekabande23,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru