Afun Casino - Player's account abruptly blocked by casino.

Good afternoon, my account was summarily blocked without any apparent reason. I didn't create any secondary account, and the casino has eliminated the chance to resolve the issue.

Dear ranyerecarvalho,

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.

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Everything is complete, the account is correct, I didn't make any additional accounts, I played a slot that I don't remember now, all I know is that my account was summarily blocked

Could you please advise if your winnings were accumulated with or without an active bonus? Thank you.

Earnings without bonuses

Thank you very much, ranyerecarvalho, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello ranyerecarvalho,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Afun Casino to join the conversation and participate in the resolution of this complaint.

Dear Afun Casino,

Can you please explain why the player's account has been blocked?

Kind regards,

Adam

Dear ranyerecarvalho,

There has been no response from the casino so far, I will contact them once more. In the meantime, please let us know of any developments.

We would like to ask Afun Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Hello ranyerecarvalho,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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 Antillephone Curacao Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru).

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

Best regards,

Adam