The player from Brazil requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Afun Casino - Player claims that payment has been delayed.
Amount: 900 R$
Afun Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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9 months ago
Translation
The casino has never made any payments and has always had excuses. Now, they claimed that I requested the cancellation of my account, which I did because they don't make payments. However, I was able to access my account and play yesterday, and even communicated via their chat system. At no point did they mention that my account had been cancelled. If I can still log in, make deposits through Pix, and use the chat, how can my account be cancelled? When I won, they said that I had cancelled my account, and that's why the money disappeared from it. However, the account couldn't be cancelled if it still accepted my Pix payments, allowed me to play, and use the chat. I feel deceived - if they accept my money, they should pay me. If the account truly is cancelled, they should refund my deposits as they misled me, which is a crime. I am deeply disappointed.
Automatic translation:
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9 months ago
Dear alessandra80oliveira,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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9 months ago
Dear alessandra80oliveira,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
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