The player from Mexico wished to close their account due to gambling problems, but the casino refused to allow it. The Complaints Team attempted to assist by requesting additional information regarding the player's self-exclusion requests. However, due to a lack of response from the player, the investigation could not proceed, leading to the closure of the complaint. The player retained the option to reopen the complaint in the future if they chose to engage further.
Afun Casino MX - Player's account Closure request is denied.
Afun Casino MX
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7.0
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Opened
Current status
Waiting for Casino Guru to reply
1d 9h 19m 30s
Case summary
6 days ago
Public
Novice
Public
1 month ago
Translation
I want to close my account due to gambling problems and the casino won't let me.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
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 [email protected]?
- 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
Public
Casino Analyst & Complaint Specialist
Public
3 weeks ago
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.
Public
Casino Analyst & Complaint Specialist
Public
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,
Katarina
www.kpvfaw.com
Public
Casino Analyst & Complaint Specialist
Public
6 days ago
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 [email protected]?
- Could you please provide the date your initial self-exclusion request was submitted?
Looking forward to your reply,
Katarina
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