The player from Mexico reported that the casino did not pay out the large prizes he had won, claiming a multiplier of 10 on a bet of 40 but only receiving 80. Despite providing images and video evidence, the casino failed to take responsibility for the issue. The Complaints Team was unable to proceed with further investigation due to the player's lack of response to inquiries and reminders, resulting in the closure of the complaint. The player retained the option to reopen the complaint in the future if he chose to resume communication.
Afun Casino MX - Player's winnings are not being paid.
Closed
Our verdict
Player stopped responding
Amount: Mex$4,000
Afun Casino MX
Safety Index 3.3 Very lowCase summary
Discussion
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10 months ago
Translation
It doesn't pay the big prizes, I won a multiplier by 10 on 40, I have images and video and their machine only paid 80 and they don't take responsibility, I tell them and nothing, they even make you delete the cache to get rid of it and their VIP doesn't give what it is, it gave me ten instead of 50
Automatic translation:
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10 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
However, I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.
If you have more information that would help our case, please forward it to me. Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.
Best regards,
Dominika
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10 months ago
Dear player,
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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10 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,
Dominika
Casino.Guru
