The player from Mexico faces an unjustified account blocking by A7X.mx casino, which withholds his legitimate prize of $10,000 MXN. Despite submitting KYC documents and successfully processing a previous withdrawal of $200 MXN, the casino cites 'unusual activity' without providing evidence or a solution.
A7X.com Casino - Player's account is blocked, withholding winnings.
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A7X.com Casino
Safety Index 6.8 Fresh casinoCase summary
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1 month ago
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Hello Casino Guru team. I am filing this complaint against A7X.mx casino (operated under the same network and license as Afun Mexico / Cometa Systems) for the unjustified blocking of my user account and the withholding of a legitimate prize of $10,000 MXN.
On August 3, 2026, I opened my account on the platform using my real information (matching my official ID). I then made an initial deposit of $200 MXN via SPEI transfer to the casino's business name: COMETA SYSTEMS (RFC: CSY211112AH9).
I have already submitted all my identity documents (KYC) for verification, but support refuses to respond or offer a solution. I have official CEP receipts issued by the Bank of Mexico (Banxico) that demonstrate the complete traceability and legality of my deposits and withdrawals. The "unusual activity" claim is baseless and is merely a pretext for not paying out a substantial prize I earned fairly. I request your intervention so that the casino conducts a manual review and releases my legitimate funds.
Hours later, I requested a partial withdrawal of $200 MXN, which the casino successfully processed to my personal bank account. This demonstrates that the casino implicitly validated my identity, my payment method, and the origin of the funds, allowing me to continue playing with the remaining balance of $28 MXN.
With that remaining balance, I won a legitimate prize on a slot machine game worth $10,000 MXN. When I tried to withdraw this winnings, the casino's automated system immediately blocked my access. I contacted live support, and they simply sent me a pre-written response citing "anomalies" and "security risk management measures," without offering any evidence, without giving me the right to reply, and closing off all other human communication channels.
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4 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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4 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with A7X.com
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- What games did you play to accumulate your $28 MXN winnings? (slots, live games, betting on sports)
- Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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4 weeks ago
TranslationHello, Tomás.
Thank you very much for your follow-up.
I'll explain in detail and chronologically how the events unfolded, the games played, and the conditions under which I won the prize: How long was I a player, and when was my account blocked? I found the website A7X.com through a link in a Facebook group, as I was losing money at another casino and decided to try this option. I registered my account on August 3, 2026, around 3:00 AM and made my initial deposit of $200 MXN. I played throughout the night and, after winning, decided to go to sleep around 5:30 AM. The account was completely blocked at 11:00 AM that same day, immediately after I won the jackpot and tried to withdraw it. I was only a user of the platform for a few hours.
What games did you play to accumulate winnings? During the early morning hours, I mainly played the Fortune Garuda slot machine, as well as other games. I accumulated a balance of approximately $450 MXN from my winnings. At 5:30 AM, I tried to withdraw that money, but the withdrawal button was locked. Upon checking the system, I realized that I had been assigned an automatic welcome bonus of $40 MXN with a wagering requirement of almost $820 MXN. Since the button was locked and I couldn't withdraw, I continued playing in the morning to try to meet the requirements, but I ended up losing almost everything I had won, reducing my balance to approximately $228 MXN. Since the system had already unlocked the withdrawal option by that time (which shows that I had met the wagering requirement), I decided to request a partial withdrawal of $200 MXN to at least recover my initial deposit. The casino processed my $200 MXN withdrawal without any issues, and I successfully received it in my bank account via SPEI, under the name of their commercial operator (Cometa Systems). After that successful withdrawal, I was left with approximately $20 MXN in my casino account balance. This amount was augmented by bonuses that the platform automatically awards for level increases, which only had a 1x rollover requirement. With this real money balance, I started playing the Plinko Bonus Mania slot (developed by KA Gaming). I began winning in that game until I reached approximately $228 MXN in winnings, when suddenly the machine lined up the "777" symbols on every reel, and the game began to completely fill the high paylines. That's when I won the $10,000 MXN jackpot. I was so excited I couldn't believe it and tried to process the withdrawal immediately, but at that moment, the casino froze my account completely.
Communication with the casino: There is no justification from them. I have attached screenshots where their live chat ( a7xcsp.com ) gives me an automated response from a bot citing "risk management" and "unusual activity." It is clear that the system unfairly blocked me as soon as I won a large prize fairly, playing on a legitimate KA Gaming slot machine, having previously verified my bank account with a successful withdrawal of $200 MXN and fulfilling all the system's conditions.
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3 weeks ago
TranslationGood afternoon, I received this message from afun, I don't know if it will be of any use to you, it contains an email address, sorry again for the inconvenience
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3 weeks ago
Thanks for the detailed explanation.
From our perspective, Afun and A7X are distinct online casinos, despite having a similar layout. We believe that contacting support at one casino won't help you resolve issues on an account at another casino.
- Did you receive any recent update regarding the status of your account and payout from the relevant department?
Please let me know.
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3 weeks ago
TranslationNothing, just that it's under security review and that's it. But I started investigating and they are still operating under the same company, Kodemax Global SA de CV. A human finally answered me in the customer service chat, but they're still maintaining the same stance that it's under security review. I already provided them with a selfie of my official ID holding it, but there's no response. In fact, I can tell you they didn't even ask for it. And I repeat, it was literally the first time I played at that casino.
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2 weeks ago
Dear nerimaps12,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Tomas
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2 weeks ago
TranslationTomás, thank you so much for the update and for your support throughout the process. I really appreciate that my claim has moved to the next stage and that Barbora has been assigned to handle the case.
I remain available for any further communication or information you may require from me. I sincerely hope you can help me reach a fair solution with the casino and recover the funds that are being held.
Thank you again for your attention and for taking my case.
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1 week ago
Hello nerimaps12,
I’m sorry to hear about the difficulties you’ve been experiencing.
My name is Barbora, and I’ll be handling your complaint from this point onward.
As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.
Best regards,
Barbora
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1 week ago
TranslationHi Barbora, first of all, thank you so much for helping me with this situation. It's been days and I haven't received anything but the same response from you: "The account is blocked due to unusual activity. We ask for your patience." But PS, they've been saying that for over a month now. The last time they replied, a week ago, they said they were going to deduct part of the prize for some arbitrary reason, and so on. They've already asked me for documents, but I still haven't received a response. I've provided them with both my ID and the deposit and withdrawal receipts, but they're still at it. I'm sharing the link to the chat where I actually spoke to a human, since it seems that at first it's a bot that answers. Right at the beginning of the conversation, you have to say "problem not resolved" to be transferred to a human. https://a7xcsp.com/
As a gesture of gratitude, I wanted to tell you that if we manage to get the funds released to me, I would give you 30% as a token of my appreciation. I understand that you are not doing this for profit, but you also have your expenses, and this is my way of thanking you.
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1 week ago
Hi nerimaps12,
Thank you for the update and for sharing all of this with me.
I understand it’s frustrating to keep getting the same response from the casino without any real progress, especially after you’ve already provided the documents they requested.
I’ve contacted the casino regarding your case, but I’m still waiting to hear back from them. I’ll keep you posted as soon as I receive any response or update.
In the meantime, if they get back to you or anything changes on your side, please let me know here.
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1 week ago
TranslationAwesome! Thank you so much, I'll still be here waiting. Thanks a million!
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6 days ago
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.
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6 days ago
TranslationHello, good afternoon, thank you so much for continuing to work on my case. Today I received this update about the account; I'll copy what they told me.
Dear friend, after reviewing your account, we identified activities that were deemed incompatible with the platform's rules. ⚠️🔒
For this reason, the account has been permanently blocked and, unfortunately, it will not be possible to unblock or reactivate it. 🙏
We know this isn't the answer you were hoping for, but this decision was made after reviewing the account and customer service cannot change it.
Thank you for your understanding. ❤️
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2 days ago
Hi nerimaps12,
Unfortunately, I still haven’t heard back from the casino.
The timer is due to expire tomorrow, so I’ll give them until then to respond. If we still don’t hear from them, I’ll take the next step with the complaint accordingly.
I know this has already taken quite a while, so I really appreciate your patience.
