Afun Casino MX - Player is facing a delayed withdrawal issue.

I've been trying to recover $805 from a withdrawal, but they haven't given me a solution. They made me clear my cache and everything, but they still haven't given me a solution. It's just that I'm here every time I come in

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Afun Casino MX.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that your payout request appears as pending?
• Do I understand correctly that you were informed the casino couldn't process your payout, and the amount was returned to your balance?
• Is there any option for you to request a payment to a different payment method?
• Is your account verified?
• Which payment methods have you used in the past to deposit and withdraw in the casino?

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

Hi Tomas, look, that day I made 3 withdrawals, one for 228, another for 805, and another for 662. Withdrawals to the same bank account, of which only the 228 and 662 were received.

Later, I continued playing, but I filed a claim. They told me there was a delay in the finance department due to an overload of payments. They said they were going to refund me, so I continued playing, but I'm always checking my balance since what I was playing was bonus after bonus. And I never saw the refund of those 805 in my credit balance. After finishing the 662-peso bonus, they gave me a 4,000-something bonus—I don't remember the exact amount—from which I had to make a roll of 62,000-something. I finished that one and requested a two-payment withdrawal for fear of not receiving it anymore. I did it to another bank account since I already have two deposited into my account.

I tell you that in all the claims I made, I was attended by different agents who do not keep track, they do not give you. Folio number, some answer me others just read me. Chaos the second to last one asked me to clear cache and restart the application but nothing appeared. I went back to the chat and the person who helped me told me that they had the solution the day I sent you this message in the afternoon and... I went back in and the last agent told me that that money had already been returned to me by finance and that was the final verdict "Almost almost no more screwing, there is no solution" I was very upset because they all told me the finance error and in the end they disassociated themselves from that money they never returned it to me besides I am obsessed with numbers I never saw that I don't have many screenshots but I got this.

That was the last conversation. Terrible service, the worst customer service I've ever had at any casino I've played in. I've never had a problem like that or such terrible customer service.

Thanks for your reply and detailed explanation.

Have you asked the casino to provide you with a detailed game history or a detailed transaction history showing the relevant changes in your active balance?

Please let me know.

Hi Tomas, look, these are screenshots I took today of both the deposits that arrived and the failed ones, and also the response to the request you told me about.

Thanks for sharing the evidence.

From our point of view, there is not enough evidence to conclude that the balance disappeared from your account. The screenshots show you withdrew from the casino other amounts shortly after the 805 payout failed.

Please let me know if there are any circumstances I haven't considered or overlooked.

Dear Merce3113,

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,
Tomas
Casino.Guru