Afun Casino MX - Player’s account is closed and winnings are confiscated.

This casino refused to pay me the 90,000 I had won. After I tried to withdraw, they blocked my account. Please, I demand my money back. It's not fair; it's real money, after all.

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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 forward me the email you received from the casino after your account was blocked at veronika.f@casino.guru?
• Have you made any successful withdrawals from this casino before?
• Did you pass the full KYC verification, or at least submit any identity documents to the casino for verification?
• Could you kindly specify which games you played to accumulate your winnings?

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

I made a withdrawal of 100 pesos to verify my account, and that amount arrived. However, when I tried to make a larger withdrawal, the casino blocked me. I've asked for solutions; they said that if I broke a rule, I have no problem with that, and they just want to return the money I invested, which was 2000 pesos.

Thank you for your reply.

Has the casino specified which rule you allegedly broke?

Did you accumulate your winnings with or without a bonus?

Have you ever requested to be self-excluded from this casino due to gambling-related problems?

No, in fact they never responded to my statement; the email address they supposedly have official says it doesn't exist.

My earnings were accumulated with a bonus.

When I asked why my account was blocked, their only response was that I violated the rules, that's all, and they didn't resolve anything.

Dear CesarAl102,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Hello there,

Thank you CesarAl102 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 their winnings were confiscated.

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.

Dear CesarAl102,

Despite multiple attempts to contact the casino on your behalf, we have unfortunately not received any response from them. Without their cooperation, we are unable to move forward with the resolution process. As a result, I will mark your complaint as unresolved in our system.

I understand this is not the outcome you were hoping for, and I truly regret that we couldn't provide a more satisfactory resolution. However, there is still a course of action available to you. You may consider filing an official complaint with the Dirección General de Juegos y Sorteos via the following link: http://juegosysorteos.gob.mx/es/Juegos_y_Sorteos/Quejas

As the official regulatory authority, they may have more tools at their disposal to assist you. For guidance on how to properly submit your complaint, you can also refer to this page: https://casino.guru/submitting-complaints-to-regulators

I'm truly sorry we couldn’t be of more help in this case, but please know we're here if anything changes.

Best Regards,

Kristina