Afun Casino MX - Player’s account closure request is ignored.

Hello, I suffer from gambling addiction and unfortunately fell into a casino where they deny self-exclusion and offer no help. I've lost count of how many times I've asked the customer service at this casino, Afun.mx, to close my account. I've mentioned my gambling problem repeatedly, but they always ignore me. Whenever I request account closure, they respond with the same message: (Currently, our policy does not allow for the removal of accounts on the platform. Please let us know your specific situation so we can offer an alternative that meets your needs.) I always tell them I have lost a lot of money and request self-exclusion, yet they completely ignore me. They leave me waiting in the chat until I get frustrated and close the inquiry. I am requesting your support to recover some of what I have lost and to permanently close my account at this casino.

Dear ltmallen,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Afun Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you contacted customer@afun.mx along with contacting casino support regarding the issue?
• Have you received any response?
• Is your account currently accessible to you?

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,

Tomas

Hello, I have contacted the live chat where I am assisted by different AFun.mx agents but they continue to ignore my pleas for self-exclusion. I still have access to the account, until yesterday I was still insisting that they close my account but they deny me the self-exclusion. I sent the screenshots of the conversation I had just yesterday with an Afun.mx agent where they leave me waiting until I get bored and they tell me that they cannot cancel my account.

I still have a gambling problem, I keep betting at this casino every day, I keep losing money that I don't even have. I'm desperate 😭 these guys from Afun.mx don't listen to my prayers to close my account, they ignore me every day. In the chat with the agents they always ignore me, I don't know what I'm going to do, this casino has ruined me.

I continue with my damn casino addiction, I am lost, these damn people from the Afun.mx casino are killing me little by little, they don't listen to me, I have blocked myself from all the casinos that created my account, only this one denies me self-exclusion.

Thank you very much, ltmallen, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.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 ltmallen,

My name is Kubo, and I’ll be handling your complaint from this point forward. I apologize for the issues you’ve encountered with Afun Casino, and I will do everything I can to help resolve the matter. If there have been any updates since your last communication, please don’t hesitate to share them with me.

Since Afun Casino has not yet created a representative account on our platform, they are unable to respond directly in this thread. However, I’ve already contacted their representative through external channels and am currently waiting for their reply. I’ll keep you informed as soon as I receive any updates.

Thank you for your understanding and patience.

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 ltmallen,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I am sorry we could not be of more help on this occasion.

Best regards,

Kubo