Fundalor Casino MX - O levantamento dos prémios dos jogadores está atrasado.

On Saturday, August 22nd, I requested a withdrawal of $29,000 Mexican pesos. It should be mentioned that the money was not won with any bonus from the casino.

I requested the withdrawal at approximately 1 PM, and as of today, Monday, August 24th at 11 PM, the money has not arrived in my account. I contacted support and they told me that they have already approved the withdrawal but that the bank has not yet accepted or rejected the transaction, and that I must wait longer. I asked how much longer and they wouldn't tell me. They have also removed the support option from my account; I can log in but I have no technical support.

El día sábado 22 del mes de agosto solicite un retiro de $29000 pesos mexicanos, cabe mencionar que el dinero no fue ganádo con ningún bono por parté del casino.

Solicite el retiro aproximadamente a la 1 dé la tarde, y hasta el día hoy lunes 24 dé agosto a las 11 de la niche no ha llegado el dinero a mi cuenta. Me contacte a soporté y me dice que éllos ya aprobaron el retiro pero que él banco no ha rechazado o aceptado él movimiento, que debo esperar más, pregunté cuánto tiempo mas y no mé dicen. Y ya me quitaron la opción de soporte de lá cuenta, puedo ingresar a la cuenta pero no tengo soporte técnico.

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Dear Josecanchemarin,

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,
Complaints Resolution Center

Dear Josecanchemarin,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Josecanchemarin,

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.