Afun Casino MX - A solicitação de encerramento da conta do jogador foi negada.

I want to close my account due to gambling problems and the casino won't let me.

Quiero cerrar mi cuenta por problemas en el juego y el casino no me lo permite

Dear Johnnycash123,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Afun Casino MX.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you applied for self exclusion via live chat?
• Could you please share your self exclusion requests either here in the thread or to my email katarina.d@casino.guru?
• Could you please provide the date your initial self-exclusion request was submitted?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Dear Johnnycash123,

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,
Katarina
Casino.Guru

We’ve reopened this complaint at the request of Johnnycash123. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Johnnycash123,

to move forward with your complaint, kindly answer the following questions.

• Have you applied for self exclusion via live chat?
• Could you please share your self exclusion requests either here in the thread or to my email katarina.d@casino.guru?
• Could you please provide the date your initial self-exclusion request was submitted?

Looking forward to your reply,

Katarina

Hello, I have requested it from the support department, telling them to log out or delete the application, which is not a definitive solution. The last time was on June 30th.

Hola si la he solicitado con el departamento de soporte comentando que cierre mi sesión o borre la aplicación lo que no es una solución definitiva, la última ves fue el 30 de junio.

Thank you very much, for your cooperation. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Afun Casino MX to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Sincerely,

Katarina

Hello Johnnycash123,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. Firstly, I would like to ask you, whether you have any funds left on your account and whether you have deposited any money to the casino after your initial closure request.

I will also try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Alternatively, if there happen to be any developments, please keep me informed.

Best regards

Martin

Hi, I no longer have any funds, nor have I made any deposits. In fact, if the casino has the option to delete the account, go ahead.

Hola, ya no cuento con fondos ni he depositado. De hecho si el casino tiene la opción de eliminar la cuenta adelante.

Dear Johnnycash123,

thank you for your response. To clarify - have you made any deposits after requesting closure of your account? Alternatively, do you have a screenshot of your account balance after requesting account closure and before playing through the funds? If you do not, can you tell us how much it amounted to? I am asking this, as we believe you would be rightly entitled to such funds.

Hello, I didn't make any deposits. My account is already at 0s. I don't have any previous screenshots and I don't want to receive any funds. I just want to close the account.

Hola no hice depositos, mi cuenta ya esta en 0s no cuento con capturas anteriores ni deseo recibir ningún fondo solo quiero cerrar la cuenta

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 Johnnycash123, 

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Sadly, I couldn't be of more help, but bear i mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.