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 [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

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
www.kpvfaw.com

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

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 ([email protected]) 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