Afun Casino MX - Player's account has been closed.

I placed a bet at a casino, depositing all I had, which was 1000 pesos. It gradually won me 100,000 Mexican pesos, but when I tried to withdraw, my account was blocked. I tried to report the problem, but they just kept me on hold. When they finally answered, they asked me to send some documents to prove it wasn't fraud and that I met the withdrawal requirements. They just kept making me send all sorts of documents, and in the end, they only told me my account had been blocked because I didn't know my ID number and I couldn't log in. Even after sending the requested documentation, I still haven't been able to access my account.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify which email address you used to create your account at this casino? The screenshots you provided show two different email addresses—one starting with the letters "sg" and the other starting with "arg."
• What types of games did you play to accumulate the winnings you wanted to withdraw?
• Did you accumulate these winnings with or without a bonus?
• Which identity documents did you submit to the casino for the verification of your account? Were all of your documents reviewed and approved before your account was blocked?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Saulgomez9,

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,
Veronika
Casino.Guru