Mexplay Casino - El retiro del jugador se retrasa debido a problemas de KYC.

I'm having problems with withdrawals. I contacted customer service and they told me the withdrawal cannot be processed due to the KYC verification of the bank account. I sent all the requested documents, including a video of myself with my ID, a bank statement, and a handwritten form on a piece of paper. Still, they haven't resolved the issue, and the withdrawal is a considerable amount of 5,000 Mexican pesos.

problemas con retirar me contacte al servicio al cliente y me dicen que el retiro no se puede realizar por la verificación KYC de la cuenta bancaria envie todos los documentos que solicitaron me pidieron video de mi con la ine un estado de cuenta llenar un formulario echo a mano en una hoja de papel y nomas no me solucionan y el retiro si es considerable son 5 mil pesos mexicanos

Dear ropl981017,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Have you provided all the required documents as soon as possible and in the correct format?
• 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 in advance for your reply.

Best regards,

Tomas

Dear ropl981017,

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.