Hi how are things

I hope you can help me, at the fun88mx casino with the fun88mx.mx page they don't want to deposit my winnings, the transaction has been left pending (more than 48 hours now) and I don't see a satisfactory response.

In customer services they only tell me that there is no response from the finance team.

My account is fully validated

Hola qué tal

Ojalá me puedan ayudar, en el casino fun88mx con página fun88mx.mx no me quieren depositar mis ganancias, la transacción se ha quedado como pendiente ( ya más 48 de horas ) y no veo respuesta satisfactoria

En servicios al cliente solo me dicen que no hay respuesta del equipo de finanzas

Mi cuenta se encuentra totalmente validada

Dear arevalo199025,

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 the 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, please, let us know and we will intervene and try to help you. 

Thank you in advance for your patience and understanding. 

Best regards,

Tomas

Very well, I will wait.

At the casino they tell me that if they paid me

I will keep you informed

Muy bien , esperare

En el casino me comentan que si me pagaran

Los mantendré informados

Already 10 days

nothing new

And I already lost access to my account..........

Ya 10 días

ninguna novedad

Y ya perdí acceso a mi cuenta ..........

Thanks for the update.

• Did the casino inform you about the reason why your account was closed?
• Do I understand the casino withheld/confiscated your winnings?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

Hello

Deposit 50000

Win 70,000 at roulette to have a total balance of 120,000

I send an email to support, I contact the chat and nobody answers me when I give them my username.

I didn't play any bonus

They kept my deposit and profits

I have screenshots of the game history where I got the winnings

Hola

Deposite 50000

Gane 70 000 en ruleta para tener el saldo total de 120 000

Mando correo a soporte me comunico a chat y nadie me responde cuando les proporciono mi usuario

No jugué ningún bono

Se quedaron con mi depósito y las ganancias

Tengo capturas del historial del juego donde obtuve las ganancias

Thank you very much, arevalo199025, for providing the necessary information. I will now transfer your complaint to my colleague Mirka ([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 arevalo199025,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Fun88 Casino MX representative to join this conversation.

Dear Fun88 Casino MX,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

I attach more evidence that they do not respond even by telegram

Anexo más evidencia de que no responden ni por telegram

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 arevalo199025,

I've received a message from the casino outside of this thread saying, that they are looking into the issue.

I will inform you, if there are any updates.

Thank you for your patience.

In customer service they close the chat when I enter my username.

En atención a clientes me cierran el chat al dar mi usuario.

Now they accuse me of fraud

In the event that FUN88 and/or the Website have indications and/or suspicions regarding the Client's account transactions, we reserve the right to disable the Client's account (this situation will be made known to the Client), such that the resources will not be available for the Client to play. This will occur when FUN88 and/or the Website have reason to believe that the Client's account may be being used for improper and fraudulent purposes set forth in these terms and conditions, in accordance with the laws in force in the United Mexican States, until the verification and investigation processes have been completed, and until FUN88 and the Website are satisfied that the probable causes are clarified or, where appropriate, no longer exist, your account may remain disabled or the Client may choose to cancel it. If the account is ultimately closed, the transactions carried out will be canceled and the deposit made by the Client will be refunded. In that case, we reserve the right to provide such Customer data and transaction history to any competent authority in order to assist with a proper investigation.

Ahora me acusan de fraude

Para el caso de que FUN88 y/o el sitio WEB, tengan indicios y/o sospecha sobre las transacciones de la cuenta del Cliente, nos reservamos el derecho de inhabilitar la cuenta del Cliente (dicha situación se hará del conocimiento al Cliente), de tal manera que los recursos no estarán disponibles para que el Cliente juegue. Esto ocurrirá cuando FUN88 y/o el Sitio WEB tengamos razones para creer que la cuenta del Cliente puede estar siendo utilizada con fines indebidos y fraudulentos expuestos en estos términos y condiciones, de conformidad con las Leyes vigentes en los Estados Unidos Mexicanos, hasta que los procesos de verificación e investigación se hayan completado, y hasta que FUN88 y el Sitio WEB estén satisfechos de que las probables causas se aclaren o en su caso ya no exista(n), su cuenta podrá seguir inhabilitada o el Cliente puede optar por cancelarla. Si finalmente procede el cierre de cuenta, se anularán las operaciones realizadas y se reintegrará el depósito hecho por el Cliente. En ese caso nos reservamos el derecho de suministrar dichos datos de Clientes y el historial de transacciones a cualquier autoridad competente con el fin de ayudar con una investigación adecuada.

It could be given priority

I understand that it is a big prize

but more than 1 month is an exaggeration,

Imagine for those who win really big prizes.

In their advertising they say that withdrawals are in 20 minutes.

I hope the casino wakes up, pays me, and closes this case. They're not acting like a serious company. And what a coincidence that the times I lost money there, they kept quiet, and now that I win, it turns out it's even suspicious.

Se podría darle prioridad

Entiendo que es un premio grande

pero ya más de 1 mes es una exageración ,

Imaginanse para los que ganan premios en verdad grande.

En su publicidad dice que los retiros en 20 mins

Ojala el casino tome consciencia, me pague y ya cierre este asunto. No están actuando como una empresa seria. Y que casualidad que las veces que perdí dinero ahí hicieron mutis y ahora que una gana resulta que hasta sospechoso es .

They are thieves fun88

Son unos rateros fun88

It's very sad. They already told me that they won't pay me and they won't return my pension.

Casino Guru takes too long too

I think I'll sue

Es muy triste ya me dijeron que no me pagaran y no me regresaran mi retiro

Casino gurú tarda demasiado también

creo que demandaré

After an initial message from the casino, saying they are looking into the issue, there has been no communication from their side until now. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Mexico Gaming Authority (http://juegosysorteos.gob.mx/es/Juegos_y_Sorteos/Orientacion_en_linea) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

Best regards,

Mirka Dubasova