Mexswin Casino - El retiro del jugador se retrasa debido a problemas con su cuenta.

I am a registered customer on the Mexswin platform with the number ***** and the email [removed by Casino.Guru admin]. My current balance is $2.02K.

I requested Mexswin support to update (correct) my interbank CLABE to a new account that is properly in my name.

The provider repeatedly rejected the request (See Screenshots), arguing that "changing the bank is not allowed" for security reasons or that "the bank has linked your account."

Despite my request, Mexswin support suggested to me on multiple occasions, "You can create another account, fill in the new bank details and use it." (See Screenshots).

I pointed out to the Provider that the suggestion to open a new account is a violation of Clause 5.4 of their Terms and Conditions, which prohibits having multiple accounts, an action that could result in the confiscation of my balance. The Provider ignored my warning and repeated the suggestion.

III. BREACH OF LAWS AND TERMS

The Supplier's conduct violates the following:

Violation of the Federal Law on the Protection of Personal Data (Rectification): The Provider refuses to rectify an essential personal data (the bank account) that has ceased to be valid, which violates my right to Rectification.

Breach of its Own Terms and Conditions (Clause 9.4): Clause 9.4 of its Withdrawal Terms states: "We reserve the right, at our sole discretion, to allow you to withdraw funds to a payment method other than the one used for your original deposit. This will be subject to additional security checks." The Provider refuses to exercise this discretion despite my willingness to submit all necessary security checks.

Non-compliance with the Federal Consumer Protection Law: By refusing to provide the removal service in a justified manner and by suggesting a solution that violates its own rules (T&C 5.4), the Provider engages in an unjustified refusal of service and treatment that violates my rights as a consumer.

IV. CLAIMS (SOLUTION REQUESTED)

The immediate correction of my bank account registered in my Mexswin account to the new interbank CLABE, after verifying ownership with my documentation.

The withdrawal of the total balance of $2.02K to the rectified bank account, or failing that, that I be allowed to withdraw said balance by a safe and legal alternative method.

Soy Cliente registrado en la plataforma Mexswin con el numero ***** y el correo [removed by Casino.Guru admin] Mi saldo actual es de $2.02K.

​Solicité al soporte de Mexswin la actualización (rectificación) de mi CLABE interbancaria a una cuenta nueva que está debidamente a mi nombre.

​El proveedor rechazó la solicitud de forma reiterada (Ver Capturas de Pantalla), argumentando que "no está permitido cambiar el banco" por seguridad o que "el banco ha vinculado su cuenta".

​A pesar de mi solicitud, el soporte de Mexswin me sugirió en múltiples ocasiones "Puede crear otra cuenta, completar los nuevos datos bancarios y usarla." (Ver Capturas de Pantalla).

​Hice notar al Proveedor que la sugerencia de abrir una nueva cuenta es una violación de su Cláusula 5.4. de los T&C que prohíbe tener cuentas múltiples, acción que podría resultar en la confiscación de mi saldo. El Proveedor ignoró mi advertencia y repitió la sugerencia.

​III. INCUMPLIMIENTO DE LEYES Y TÉRMINOS

​La conducta del Proveedor viola lo siguiente:

​Violación de la Ley Federal de Protección de Datos Personales (Rectificación): El Proveedor se niega a rectificar un dato personal esencial (la cuenta bancaria) que ha dejado de ser válido, lo cual incumple mi derecho a la Rectificación.

​Incumplimiento de sus Propios T&C (Cláusula 9.4): La Cláusula 9.4. de sus Términos de Retiro establece: "Nos reservamos el derecho, a nuestra entera discreción, de permitirle retirar fondos a un método de pago distinto al utilizado para su depósito original. Esto estará sujeto a controles de seguridad adicionales." El Proveedor se niega a ejercer esta discreción a pesar de mi disposición a presentar todos los controles de seguridad necesarios.

​Incumplimiento de la Ley Federal de Protección al Consumidor: Al negarse a prestar el servicio de retiro de manera justificada y al sugerir una solución que viola sus propias reglas (T&C 5.4), el Proveedor incurre en una negativa de servicio injustificada y un trato que vulnera mis derechos como consumidor.

​IV. PRETENSIONES (SOLUCIÓN SOLICITADA)

​La rectificación inmediata de mi cuenta bancaria registrada en mi cuenta de Mexswin a la nueva CLABE interbancaria, después de verificar la titularidad con mi documentación.

​El retiro del saldo total de $2.02K a la cuenta bancaria rectificada, o en su defecto, que se me permita retirar dicho saldo por un método alternativo seguro y legal.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mexswin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• When was the last time you were able to pay out from the casino successfully?
• Is your old bank account no longer available to you? Does the casino offer any other payment options, other than a bank account?
• Could you please share with me your communication with the casino regarding the issue? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Omarcarolozoya,

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.

Mexswin Casino resolved my issue, although it was complicated and slow. They finally agreed to update my withdrawal information, which I find very strange and odd that they would complicate something as simple as updating withdrawal information so much. Any other, more reputable and well-established casino wouldn't have any trouble with this.

Retirement update: I hope they can fix that annoying problem. Otherwise, everything is fine.

El Casino mexswin resolvió mi inconveniente aunque fue complicado y tardio por fin accedieron a actualizar mi información de retiro cosa que se me hace muy raro y extraño que compliquen tantisimo algo ta simple como actualizar la información de retiro cosa que en cualquier otro casino de gama y prestigio mas alto y bien establecidos no complican para nada ña

actualización de retiro ojala pudieran arreglar ese tan incomodo incoveniente de hay en mas todo bien

Thanks for the update.

• Have you received any payouts from the casino since your last post?
• May we consider the issue resolved?

If the issue persists, please let me know.

Dear Omarcarolozoya,

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,
Tomas
Casino.Guru