Afun Casino MX - Player’s winnings haven’t been received yet.

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Dear Rubenchu28.28,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

No, I no longer expect a refund; they already told me they won't reimburse me anything.

And I've never had problems with a withdrawal; I'm not a whiny, problematic customer.

Dear Rubenchu28.28, could you please forward your correspondence with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

Thank you very much in advance for your reply.

They assured me it was a Pragmatic error. Pragmatic asked for my game ID and confirmed that there was no error and that the winnings generated are entirely mine.

Dear Rubenchu28.28, thank you for your message. Could you please forward your communication with the game provider?

Thank you in advance for your reply.

I wanted to get the chat back, but they deleted it; it hasn't been there since day one.

Sorry, you said from the supplier, this is the one I managed to grab.

They already blocked my account and I requested to cancel my exclusion, but they did it anyway.

Dear Rubenchu28.28, thank you for your response, I am sorry to hear that. Could you please clarify the reason the casino closed your account? Have you requested account closure from this casino in the past? If so, could you please share your communication?

Additionally, have you had any funds in your account before it was closed?

Thank you in advance for your reply.

Best regards,

Attila G:

I had applied for it, but they closed it because I insisted a lot that they give me that money. But just as I requested that they close it, I also requested that they cancel the closure, and I had some weekly reimbursement for losses.

That casino won't close your account no matter how much you try to bribe them; they just want you to keep giving them money. They only closed it because I insisted they give me the money back.

I found another image where they assured me that the money would be reflected in my account within 24 hours, but instead of keeping their word, they deleted my account.

They sent me this email explaining the procedure for those winnings. They say that with a bet of 48 pesos, the system mistakenly gave me 6,000. That's not how it happened. The game gave me 1,000 free chips, and I won with those chips. I never received cash; they were just chips. When I asked Pragmatic, they told me the winnings, including the royalties, were mine, and they're giving a false version. I didn't receive cash; I only received chips, and I won with those chips.

Dear Rubenchu28.28,

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, Matej (matej.l@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,

Attila Gorkij

Hello Rubenchu28.28, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Afun Casino MX to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s account has been blocked? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

I already sent you an email and images. If they don't respond, please guide me on how to file a complaint with the gaming and lottery authority. They already responded and sent me a complaint form. If they don't respond here, we have to proceed however we can. This is a scam—they give me a winnings and then take them away for an alleged error. If they don't give me the money, I will make my case go viral so people can see how unfair and thieving this casino is. So, you tell me, should we wait for them to respond and resolve this here, or should we file a complaint with the gaming and lottery authority?

This is the form they sent me, but we have to give them the opportunity to give me that money peacefully here at afun.mx. Come out and show your face.

What happens if they don't respond?

Dear Rubenchu28.28, if the casino does not respond in time, I will advise you how to escalate the complaint to the Mexican licensing authority, and close the complaint as unresolved. Complaints with such status negatively impact casino rating on our website, and if it doesn't help to persuade the casino to start dealing with the issue, at least it warns other players against registering in such establishment.

Okay, you tell me how we scale it.

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 Rubenchu28.28,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such, once the automated, weekly recalculation happens. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Dirección General de Juegos y Sorteos Mexico and submit a complaint with them. To do this, please click this link (http://juegosysorteos.gob.mx/es/Juegos_y_Sorteos/Quejas) and follow the instructions. To speed up the processing, please do not forget to mention that the license holder is company named: Producciones Móviles, S.A. de C.V. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej