Mexplay Casino - A conta do jogador foi encerrada.

They dont give me the withdraw, i ask every day about in 3 days, they block my account!

Dear Renegogo1,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Mexplay Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• When exactly did the casino block your account?
• What specific reason did the casino provide for blocking your account?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before your account was blocked?  
• Did you accumulate your winnings with or without an active bonus?  

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

Best regards,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I am happy to answer questions

When exactly did the casino block your account?

After 3 days, insisting on my withdrawal again and again for 3 days, after that they simply blocked my account, I can't log in.

What specific reason did the casino provide for blocking your account?

They don't give me a reason for the block, they simply blocked me and they don't respond to me by email, chat or telegram.

Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  

Slots

Did you pass the verification before your account was blocked? 

Yes, in fact I made a small withdrawal as a test of 5,000 MXN, it did arrive, my account was verified, I have all the screenshots from before they blocked me, and then I wanted to make larger withdrawals of 30,000 or 20,000 and the problem was that the withdrawal did not arrive and because I insisted so much they blocked me, because I had a large amount of money that I won in the slots, 245,000 MXN remained pending

Did you accumulate your winnings with or without an active bonus?  

The profit was without bonus, in fact I don't like bonus for the rollover, it's better without bonus

Thank you very much for your reply, Renegogo1. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Sure, this is the chat in Telegram, i have more screenshots

Thank you very much, Renegogo1, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Renegogo1,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Mexplay Casino representative to join this conversation and participate in resolving this complaint.

Dear Mexplay Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Many thanks! i hope the casino join this conversation to fix the issue

Hi, I'm sorry for the inconvenience.

I'll get in touch with the team that handles withdrawals and will let you know as soon as I have any updates.

Hi, any news?

The account was placed on hold and subsequently disabled due to suspected cheating activities detected by our system. We take fair play very seriously and any actions that violate our terms of service result in immediate action.

You say if i win big you think is cheating??? Please explain how can is possible cheating?? Im VIP in bet365, caliente, they know how i bet in slots, you dont want players that win any money, you want just players that lose money!! If any win big you suspend the account???

i have a lot of proof with screenshots before you suspended my account!

Do you have proof of im cheating??? No

how is possible cheating in this time at casino?? They have more security than the NASA

Why don't you accept that I was lucky and won? Accept the losses. I was going to keep playing at your casino anyway. Sooner or later, I was going to return that money and more! Why don't you pay that money and then block the account? You want me to stop playing with you, and that's fine. You're within your rights. Just liquidate the money and that's it! I couldn't even recover the money I deposited.

Dear Mexplay Casino,

Could you please give us some information on why the player was accused of cheating?

I'll be awaiting your reply.

Mexplay, are you saying that doing 500 pesos of each spin is cheating? Obviously, if the spin is 500 pesos, the winnings are bigger, as are the free games! That's not cheating, it's playing with high stakes, oh! But if I had lost that amount? You'd be happy, right? But if someone wins, you don't like it!

i show the winnings spins, i have a lot of screenshots before you block my account!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Renegogo1,

I have contacted the casino representative outside of the complaint with the hope that they will respond to the complaint thread in a timely manner. I will extend the timer by an additional seven days.

Your patience is much appreciated.

Dear Renegogo1,

Unfortunately, the casino failed to provide us with the requested evidence. Therefore, we cannot continue resolving this complaint, and we are forced to close the case as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option on how you can try to resolve your issue - I recommend you contact the gaming authority the casino is regulated by (http://juegosysorteos.gob.mx/es/Juegos_y_Sorteos/Orientacion_en_linea) and submit a complaint directly to the regulator.

Please let me know once and how they responded (stefan.m@casino.guru).

I wish I could be of more help, and I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Stefan, Casino.Guru