Afun Casino MX - Player feels insulted by casino's response.

I'm new to the casino. I just registered and saw the 50% first deposit promotion. I made my first deposit, but I didn't see the promotion applied. I contacted support, and it took them a while to reply. When they finally did, they sent me a screenshot of the promotion, and I told them I didn't have my phone because it fell and broke, that I was on my PC, and that I couldn't access it. They said there was nothing they could do.

And I told them they had a way of knowing about their promotions, and they replied that they were sorry for my frustration and that they could refer me to a group for problem gamblers. That bothered me. I told them they didn't know me well enough to call me a problem gambler, all because I didn't receive the promotion they never actually gave me. I finally managed to send them the screenshot, and then they said they wanted the money back. I sent them a photo of the payment receipt, and then it said I needed something else. That bothered me because I told them that when they advertise a promotion, they should include all the requirements for it to be valid. I never received the promotion; all I got were insults, like being called a problem gambler without even knowing me. It was a very bad experience. I'm going to post about them on every platform I can for insulting me by calling me a problem gambler.

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.

Dear Sergio000,

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 clarify which bonus you intended to activate? Please post a link or promo code you used to activate the offer here in this thread.
• Did the casino clarify why the bonus wasn't credited to you?
• Have you already played with your deposit, please?

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,

Kristina

Dear Sergio000,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru