The player from Mexico had made two deposits of 2000 pesos each and had accumulated 7000 pesos, but was then unable to withdraw because his account was blocked. He had been unable to complete the verification process required to recover his account, despite his willingness to do so, and had accumulated his winnings without using a bonus. The player did not respond to requests from the Complaints Team for further communication and evidence, which prevented the investigation from progressing. Consequently, the complaint was closed due to lack of cooperation, but the player could reopen it if he chose to resume contact.
Afun Casino MX - Player's account has been closed.
Closed
Our verdict
Player stopped responding
Amount: Mex$7,000
Afun Casino MX
Safety Index 3.3 Very lowCase summary
Discussion
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6 months ago
Translation
I made two deposits of 2000 pesos each, and when I had 7000 pesos and wanted to withdraw, my account was blocked.
Automatic translation:
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6 months 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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6 months ago
Dear Chemix13,
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 advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- Did you accumulate your winnings with or without an active bonus?
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,
Katarina
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5 months ago
TranslationOn slot machines
They wouldn't let me complete the verification process, even though I said I could do it if necessary to recover my account, but they ignored me.
Accumulate my earnings without a bonus
Automatic translation:
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5 months ago
Dear Chemix13,
thank you for your reply.
Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
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5 months ago
Dear Chemix13,
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.
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5 months ago
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,
Katarina
Casino.Guru
