Fundalor Casino MX - Ο παίκτης απαιτεί ανάληψη μετά από προβλήματα λογαριασμού.

I had my account verified I have been playing at that casino fundalor Mexico for over a year and last week I deposited 50 thousand pesos into my gaming account to play for a while and a problem arose because I had an accident and I needed to withdraw my money and I only had 25 thousand pesos left and I wanted to withdraw it and the casino denied the withdrawal because my ID had already expired that I had to wait until they renewed my ID to be able to withdraw the money and I was in the hospital struggling because of the absurd things they put up as excuses if my account was supposed to be verified for over a year if there was a problem when my ID expired which was in December the casino had the obligation to have notified me and asked me to renew it and they never did it seems like a joke to me that since the beginning of the year all the deposits are there without any excuse or pretexts to receive them aa but to withdraw my same money they put up one and a thousand excuses not to pay me it is a joke of those cynical bandits it is a shameless robbery what they do if since my ID expired They weren't going to let me withdraw my ID. I demand that the casino return the 300 thousand pesos I deposited since my ID was no longer valid because since they haven't notified me of anything, it's a blatant theft to me and I see it as fraud.

tenía mi cuenta verificada ya tengo más de año jugando en ese casino fundalor México y la semana pasada deposite 50 mil pesos para mí cuenta de juego para jugar un rato y me surgió un problema porque tuve un accidente y ocupaba retirar mi dinero ya solo me quedaban 25 mil pesos y lo quise retirar y el casino negó el retiro que porque mi identificación ya abia vencido que tenía que esperar hasta que me renovarán mi Identificación para poder retirar el dinero y yo en el hospital batallando por las absurdas cosas que pusieron de pretextos si se supone mi cuenta estaba verificada desde hace más de un año si avía algún problema cuando se venció mi Identificación que fue en diciembre el casino tuvo la obligación de averme avisado y pedirme renovarla y nunca lo hizo me parece una burla que desde que empezó el año todos los depósitos hay si ningúna excusa ni pretextos para recibirlos aa pero para retirar mi mismo dinero si pusieron uno y mil pretextos para no pagarmelo es una burla de esos bandidos cínicos es un robo descarado Loque hacen si desde que venció mi Identificación no me iban a dejar retirar exijo que el casino me regresé los 300 mil pesos depositados desde que dejó de estar vigente mi identificación porque al no averme avisado nada para mí es un robo descarado y lo veo como un fraude

Dear Alejandrocala,

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

When exactly did your ID expire, and when did you first attempt to withdraw your remaining balance?

Can you confirm if you're still able to access your account?

How much money did you originally want to withdraw?

Have you provided the casino with a new, valid ID or any updated documentation yet?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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,

Dominika

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.

My ID expired in December of last year, meaning it was no longer valid in January. The casino never notified me that I had to renew it. They let me make deposits and sent me emails with promotions to deposit more. They never notified me that I couldn't withdraw money from my account whenever I wanted because my ID wasn't valid. Until a few days ago, when I deposited 50 thousand pesos, from that money that I deposited that same day, I requested to withdraw 25 thousand pesos. That's when I was surprised when the casino denied me the withdrawal with the excuse of my ID, but since they didn't prohibit me from receiving deposits, they never made excuses to receive my money.

mi identificación expiró en diciembre del año pasado osea que en Enero dejo de tener vigencia el casino nunca me notifico que tenía que renovarla me dejó hacer depósitos y me mandaban correos con promociónes para que depositara más nunca me notificó nada de que no podía retirar dinero de mi cuenta cuando quisiera hacerlo porque mi identificación no tenía vigencia asta en días pasados que yo deposite 50 mil pesos y de ese dinero que yo deposite ese mismo día solicite retirar 25 mil pesos fue cuando me llevo la sorpresa que el casino me negó el retiro con el pretexto de mi identificación pero como para recibir los depósitos no me los prohibieron nunca hay si nunca pusieron excusas para recibir mi dinero

Dear Alejandrocala, to better understand your situation and assist you effectively, could you please answer all of the questions I asked in my previous message?

If I can still access the casino account and I requested my withdrawal for 25 thousand pesos that I myself had deposited at that same time because I deposited 50 thousand, the 25 was what I had left of what I deposited and not the identification since I sent them the appointment for the identification renewal that I had just requested 8 days before and for them to give it to me it takes more or less a month for the identification to arrive. I showed them all that and they told me that I had to wait for the identification to arrive, something totally absurd because to deposit they never asked me for a renewed identification and more than I asked them to help me with the withdrawal because I was in the hospital because I had an accident, they told me no, to wait until my identification arrived, meaning that I put my physical integrity at risk and these clowns are denying me my own money. Currently my account already appears at 00 there is no money and I told them that I was going to sue them

si aún puedo acceder ala cuenta del casino y mi retiro lo solicite por 25 mil pesos que yo mismo abia depositado en ese mismo rato porque deposite 50 mil los 25 era Loque me quedaba de loque yo deposite y de la identificación no ya que les mandé la cita de la renovación de la identificación que la acababa de solicitar 8 días antes y para que me la entreguen son más o menos un mes de tiempo lo que tarda en llegar la identificación yo les mostré todo eso y me dijeron que tenía que esperar aque me llegará la identificación algo totalmente absurdo porque para depositar nunca me pidieron identificación renovada y más que les pedí de favor que me ayudarán con el retiro porque estaba en el hospital porque tuve un accidente me dijeron que no que esperara asta que llegara mi identificación osea que puse en riesgo mi integridad física y estos payasos negándome mi propio dinero actualmente mi cuenta ya aparece en 00 no hay dinero y les dije que los iba demandar

Dear Alejandrocala, please allow me to clarify an important point. Most casinos only perform document checks during a withdrawal request, not during deposits. This means the casino likely didn’t know your ID was expired until you tried to withdraw. It is the player's responsibility to ensure their ID and documents are valid and up to date, especially when planning to withdraw funds.

Also, I’d like to mention that I have not yet received any communication from you via email regarding your conversations with the casino. Could you please forward any email or chat transcripts to me at [email protected]?

Could you please explain what happened to the funds in your account — did you play and lose the remaining funds, or were they deducted for some other reason?

Dear Alejandrocala,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.