Afun Casino MX - Player's account issue remains unresolved.

Hello, since August 31st, Afun has refused to give me my money, saying that the account is not theirs, but no matter how much I showed them, they would just close the case.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Afun Casino MX.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any previous successful deposits in the casino?
• How were the payment details you were supposed to use communicated to you?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

I have sent many messages to customer service on your online site, the messages are not saved, I have already sent you the payment screenshots, the details to whom I have never had an issue on this platform to date, it is the only deposit that appears to me as a failure, they told me that their company name is not the one on the payment receipt, but recently when generating another payment I got NVIO and it is very strange that it appears in Afun.mx regularly appears transfer or SPEI and I took a screenshot of that purchase if it was reflected and checked the beneficiary name and it was similar to this but the method is also with NVIO

Do I understand correctly that there is no payment to the casino with the same payment information as the unsuccessful deposit?

Please note that if the casino uses a third-party service to process payments, we can only assist you if there was a successful deposit made to the casino using the same payment details already, or if there is proof that the casino itself provided you with the specific payment information to use.

Please let me know if there is any evidence that the payment information belongs to the casino to my email at [email protected]

I apologize for the inconvenience.

Dear Amkd12,

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.

I only see what I sent you; there's no option to download the deposit slip.

I understand your frustration with the situation.

Could you please explain how the casino informed you about the necessary payment information you were supposed to use when making the deposit?

Is there any evidence that you used the payment information, following the casino's instructions?

Share any supporting evidence to my email at [email protected]

Dear Amkd12,

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,
Tomas
Casino.Guru