The casino won't let me close my account, and I've requested it several times. Keeping an open account hurts me personally and emotionally, as I'm trying to quit gambling because I gamble compulsively.

El casino no me permite cerrar mi cuenta y lo he solicitado en varias ocasiones. Tener una cuenta abierta me perjudica personal y emocionalmente ya que estoy intentando dejar de apostar porque apuesto compulsivamente.

Dear sebas11, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain you what the difference is between closing the account and self-exclusion: 

• Closing an account is simple and has almost no impact - the player can reopen the account anytime, and casino has no obligation to the player.  
• On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problem). 

Could you please specify the exact reason for closing your account? Have you ever mentioned your tendency to gamble compulsively at the casino? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected]. 

Thank you very much in advance. 

Best regards, 

Natalia

Hello, if the real intention is permanent self-exclusion, which the website repeatedly refuses to do and says it can't do, but since they provide service in Mexico, they are required to do so.

Thank you for your help.

Hola, si la intención real es la autoexclusión definitiva, a lo que la página se niega repetidamente y dicen no poder hacerlo, pero al dar servicio en México por obligación deben hacerlo.

gracias por su ayuda.

I’m very sorry but you haven’t answered all of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Please also specify if you have already forwarded me your communication with the casino at [email protected]? Alternatively, you can post it here. Thank you in advance. 

Hi Natalia, the exact reason for requesting self-exclusion is that I gamble compulsively and it causes me emotional and, of course, material harm.

I've mentioned this to the casino, and their responses are evasive. As soon as I have the opportunity, I'll send you screenshots of my communications with the casino, along with their evasive responses.

Hola Natalia, el motivo exacto para solicitud de autoexclusión es el que apuesto compulsivamente y me genera da?o emocional y por supuesto material.

Lo he mencionado con el casino y las respuestas de ellos son evasivas. En cuanto tenga oportunidad le envío capturas de pantalla de comunicación con el casino y sus evasivas.

Thank you very much for your reply, sebas11. Can you please specify the date when exactly you informed the live chat agent about ludomania?

I have checked both the terms and conditions of the casino and their responsible gambling section, and couldn't find any information about how to properly request a self-exclusion at the casino. However, I'd recommend that you submit a self-exclusion request via emails as well: [email protected] and [email protected].

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day, hence, if it’s visibly marked you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send emails to Afun Casino and keep me informed about any further developments. Thank you in advance. 

Dear sebas11,

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.

Hello, I have nothing more to say. I don't remember the date, and I've sent emails and chatted with that page. This page still hasn't responded, and I'm sure you haven't either. Casinos in Mexico can't act with such impunity and be so miserable. NOT RECOMMENDED AT ALL. If anyone reads this, DO NOT USE THAT PLATFORM, which exploits gambling addiction without any control.

Hola, no tengo más que comentarles. No recuerdo la fecha y he enviado correos y escrito por chat a dicha página. Esta página sigue sin responder y seguramente a ustedes tampoco. No puede ser que los casinos en México actúen con tal impunidad y sean así de miserables. NADA RECOMENDABLE AFUN, si alguien lee esto NO UTILICEN ESA PLATAFORMA que aprovecha sin ningún control la adiccion a las apuestas.

Thank you very much, sebas11, for your cooperation. 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.

Hello sebas11,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks. I hope Kubo can help me and talk to that casino, because I've contacted them in several ways, and they haven't responded or closed my account. It seems like they're trying to take advantage of gambling addiction. It's an abuse.

Gracias, ojalá Kubo pueda ayudarme y hablar con ese casino, porque los he contactado de varias maneras y no responden ni cierran mi cuenta. Tal parece que buscan aprovecharse de la ludopatia. Es un abuso.

Dear sebas11,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from Afun Casino MX to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

Additionally, I want to be transparent that Afun Casino MX currently has a poor track record in addressing player complaints. While this means the likelihood of a favorable response may be limited, I have reached out to their official support team through available channels to request assistance with your issue. I am awaiting their reply and will keep you informed of any updates.

Thank you for your understanding and patience throughout this process.

Best regards,

Kubo

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 sebas11,

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