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 www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com 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 [email protected]? 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 ([email protected]) 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.