The player from Mexico encountered a problem with a withdrawal from his casino account, as he had accidentally entered an incorrect Bancopel account number. Despite being informed by support that the withdrawal was successful, the bank stated that the account did not exist, leaving him confused about the whereabouts of his funds. The Complaints Team attempted to assist by requesting additional information and extending the response time, but due to a lack of communication from the player, the complaint was closed. The player retained the option to reopen the complaint in the future.
Afun Casino MX - Player’s withdrawal is delayed and unaccounted for.
Closed
Our verdict
Player stopped responding
Amount: Mex$1,999
Afun Casino MX
Safety Index:Very lowCase summary
Discussion
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1 month ago
Translation
I wanted to make a withdrawal from my casino account, but when I entered the account number, I realized I had entered the wrong number. The account is with Bancopel, so I went to Bancopel to give them the account number and they told me the account didn't exist. But AFUN support told me the withdrawal was successful. How could the withdrawal have been successful if the account I wanted to withdraw from doesn't even exist? It's not in the Coppel store's database. So where did that money go? All they tell me is that the withdrawal was successful, and apparently they can't do anything. Something similar happened to me at other casinos, but the difference is that those casinos were honest and returned the money.
Automatic translation:
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4 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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4 weeks ago
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- Have you withdrawn winnings from the casino in the past?
- Is your player's account verified?
- Have you used a bank account from the bank for deposits in the casino in the past?
- 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
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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3 weeks ago
Dear Jesusibarra260818,
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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2 weeks 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,
Tomas
Casino.Guru
