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

About 8 months ago I was blocked from accessing my account after winning $5984 on a slot machine and a fishing game. I even tried to withdraw only $1500 because I knew I couldn't withdraw everything and I contacted support who never gave me any solution and just took away my access to my account...

Dear scandlisto,

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.

After your account was blocked, did the casino inform you of why this action was taken?

Did you make any successful withdrawals from the casino?

Could you please confirm that you passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

No, they never told me why, they just kicked me out of my account and I never had access again.

No successful withdrawal as I told you, they just kicked me out and blocked my access

According to me, I did, but I would be lying since I don't remember exactly as it was a few months ago.

Without any active bonus, in fact in the screenshots you can see in the bar where the chest is with 3 unopened notifications.

Dear scandlisto, could you please share your communication with the casino?

Unfortunately I don't have screenshots of any conversations from that day since I didn't think they were going to close my account.

I only have the screenshots already mentioned because they are the ones I sent to the casino when I was asking for an answer or solution to my withdrawal that from one moment to the next they took out of my account.

Thank you very much, scandlisto, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you scandlisto for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Afun Casino MX for their help in resolving this complaint. We would like to know why the player's account was blocked and how we can help resolve this issue.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Dirección General de Juegos y Sorteos Mexico (http://juegosysorteos.gob.mx/es/Juegos_y_Sorteos/Orientacion_en_linea) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter