The player from Mexico had requested self-exclusion from AFUN casino due to compulsive gambling but was denied multiple times, despite having provided evidence of his struggles. He felt that the casino had not upheld responsible gaming policies. The Complaints Team had attempted to mediate the issue but ultimately classified the complaint as 'unresolved' due to the casino's lack of response. The player indicated plans to file an official complaint with the relevant authorities in Mexico regarding the casino's practices.
Afun Casino MX - Player’s account closure request is ignored.
Unresolved
Our verdict
No reaction policy
Black points: 1,698
Amount: Mex$400,000
Afun Casino MX
Safety Index:Very lowCase summary
Discussion
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10 months ago
Translation
Well, what was inevitable happened...
About a month ago, I posted on the forum about the AFUN casino. I mentioned that I had requested self-exclusion, or as a last resort, the permanent closure of my account, because I explicitly told them I was a compulsive gambler and had a gambling problem. They replied that they couldn't do that. I have some screenshots in which they repeatedly denied my request.
It's very difficult when you're a person addicted to gambling to refrain from making that bet. I tried by all means to have my account closed, I even went so far as to send obscene photographs and say rude things in the customer service area via chat, however nothing I did was enough to get my account closed.
A month later I lost ALL the money I had worked for since the last time I gambled... It is very difficult to look your girlfriend in the face and tell her that there is no longer going to be a wedding, I have gone five days without eating, without being able to breathe, without getting out of bed... all thanks to a site that has absolutely no moral scruples, because what is hard to believe is that supposedly this site DOES have responsible gaming policies, which they did not care about not complying with when I requested my self-exclusion.
I have applied self-exclusion on absolutely every online site I could find, this was the ONLY one where, despite begging for it to be applied, they kept telling me that it was NOT possible to do anything about it.
I'm going to attach the little evidence I have from when I requested self-exclusion. The site should have the entire history where I requested self-exclusion or account closure. However, for reasons that are obviously convenient for them, I was unable to access the full conversation history.
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10 months ago
Dear ssilvalvarez10,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Afun Casino MX.
I checked your forum post and the information you provided.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise when the last time the casino allowed you to deposit?
- Is your player's account verified?
- Have you unsubscribed from the casino's marketing communication?
- Have you contacted support@afun.mx and requested self-exclusion due to gambling addiction as well? Have you received any response?
In the meantime, check other resources and information in our responsible gambling guide found here: https://es.casino.guru/guia-juego-responsable
I would recommend you start with these steps: https://es.casino.guru/superar-problemas-ludopatia
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
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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10 months ago
TranslationI answer the questions you asked me.
Could you please let me know when the casino last allowed you to deposit?
The last time I made a deposit was on Friday, June 26th. The way to prevent me from accessing the account is to try too many times with the wrong password, so they block my account, although it is only for 24 hours.
I have to do this daily, the danger is the temptation is there.
Is your player account verified?
I'm not sure if it's verified, I can't log in right now, what I can say for sure is that it's verified is my email.
Have you unsubscribed from casino marketing communications?
No, I haven't done that
Have you contacted us?
And you also requested self-exclusion for gambling addiction? Have you received any response?
I contacted all the afun media outlets to apply self-exclusion, and they all told me that it is not possible.
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9 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru), who will be at your service. However, I would like to warn you that it seems to be a common practice of Afun Casino MX to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.
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9 months ago
Dear ssilvalvarez10,
I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.
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9 months 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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9 months ago
TranslationThis site has already had several complaints here from users asking for self-exclusion and they haven't granted it... I've been asking for it for a month and they won't give it to me. It's their strategy to keep you hooked. It's a violation of the law that requires compliance with their responsible gaming policies, which they do have.
In any case, I have already filed a complaint with the corresponding authority in Mexico, and I am also in the process of suing the site and adding a complaint to PROFECO... nothing will be achieved here,
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9 months ago
TranslationThese are some of the infamous answers I have received from my "personal agent" on the site, making me believe that I will recover everything and inciting me to continue betting through bonuses, they are a mafia… they are hell itself, I have just lost all my money after begging them for more than a month to apply self-exclusion on me.
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9 months ago
Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.
Dear ssilvalvarez10,
I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino (comunicacion.digital@presidencia.gob.mx). Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.
Best regards, Jozef
