My account was unfairly frozen

AFUN.mx froze my account for no reason after I earned money from a bonus. My account was verified, and I didn't commit any violations. It simply disappeared, and support simply said it was an automatic system detection.

I find this completely unfair, and I'm deeply dissatisfied with the treatment. They provide no clear explanations and keep the money they rightfully earned.

I'm waiting for a response from support but they haven't responded to the email I sent yet.

I have enough evidence to prove it.

Dear Gerwell,

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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Have you made any deposits in the casino?
• Was the bonus you activated and played a deposit bonus?

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

I haven't had much experience with the account, I created it on March 31st, the day I discovered the casino.

when I realized I couldn't access fuel on April 8th.

I don't remember all the games exactly because there were quite a few, but the one I do remember is Jokers Jewels. That gave me a nice prize, which allowed me to meet the wagering requirements and continue playing.

I did not make any deposit because I could no longer access my account,

The bonus that was activated was for sharing my affiliate link. I sent it to a few people via message, and they created an account. I remember getting more spins on a reward wheel for referrals, and that's when the 500 cash bonus appeared. I don't know exactly how many people joined with my link, but that's how I got it.

Thank you very much, Gerwell, for providing the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Gerwell,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Since Afun Casino MX hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. Additionally, it appears that the casino you’ve chosen has a poor track record when it comes to addressing customer complaints. While the chances of receiving a favorable response from them are slim, I’ve reached out to their representative through another channel regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news.

Thank you for your understanding and patience!

Best Regards,

Kubo

Sounds perfect to me, thank you very much.

I sent them an email and they haven't responded yet.

Here is a screenshot in case it might be of any use.

For now, I thank you.

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 Gerwell,

Despite multiple attempts to contact the casino on your behalf, we have unfortunately not received any response from them. Without their cooperation, we are unable to move forward with the resolution process. As a result, I will mark your complaint as unresolved in our system.

I understand this is not the outcome you were hoping for, and I truly regret that we couldn't provide a more satisfactory resolution. However, there is still a course of action available to you. You may consider filing an official complaint with the Dirección General de Juegos y Sorteos via the following link: http://juegosysorteos.gob.mx/es/Juegos_y_Sorteos/Quejas

As the official regulatory authority, they may have more tools at their disposal to assist you. For guidance on how to properly submit your complaint, you can also refer to this page: http://www.kpvfaw.com/submitting-complaints-to-regulators

If you need assistance with submitting the complaint or if you receive any updates from the regulator, please don’t hesitate to reach out to me at [email protected].

I'm truly sorry we couldn’t be of more help in this case, but please know we're here if anything changes.

Best Regards,

Kubo