Afun Casino - Player's withdrawal failure due to mismatched account details.

I made a withdrawal but it didn't reflect because it had failed. When I made a complaint, they told me that the account didn't match the one I had used for the withdrawal. They asked me to provide all the details I used when withdrawing, but it turns out it wasn't so.

Dear Audielm,

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. 

• Has the money returned to your casino balance?
• Have you completed account verification in the casino?
• Have you made a successful deposit in the casino using the same bank account?
• Has the casino offered any alternatives for you to withdraw your winnings?

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

What happened was that with my account with which I make the transfers I was not able to, they asked me to enter another account when I did it. When the withdrawal failed, they asked me to enter an account that I did but they asked me to enter the data with which I did the withdrawal. What do they want me to enter but thank you for helping me but oh well we are not going to get them out I am not going to enter data that is not. Let them keep the withdrawal and thank you very much for your time

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

I delivered what they asked for the account that made the withdrawal and what a mistake I contacted them and delivered what they asked for. When they told me it couldn't be done, they asked me to deliver the new account with which I placed the bets. They asked me. I had to give my ife to verify that it was me. Later they told me that elife did not correspond to the account, so that's what they want me to give them if I already know it [but a detail if it is not my account because they continue to accept my bets with the same account which according to it does not correspond to which I could not make the withdrawal ]

In the casino's response, they reference an old bank account.

Could you please explain if you no longer have this bank account?

Have you deposited in the casino with a different bank account recently?

Have you used bank accounts that belong to you when depositing in the casino, please?

Yes, I have a current bank account with which I make my deposits.

If the account with which I deposit is the current one

Thank you very much, Audielm, for providing the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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 Audielm,

This is Dominika and from now on, I will be taking care of your complaint. 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.

Kind regards,

Dominika

Casino.Guru

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.

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 (dominika.l@casino.guru).

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

Best regards,

Dominika

Casino.Guru