Afun Casino MX - Se ignora la solicitud de cierre de cuenta del jugador.

Hello, I suffer from gambling addiction and unfortunately fell into a casino where they deny self-exclusion and offer no help. I've lost count of how many times I've asked the customer service at this casino, Afun.mx, to close my account. I've mentioned my gambling problem repeatedly, but they always ignore me. Whenever I request account closure, they respond with the same message: (Currently, our policy does not allow for the removal of accounts on the platform. Please let us know your specific situation so we can offer an alternative that meets your needs.) I always tell them I have lost a lot of money and request self-exclusion, yet they completely ignore me. They leave me waiting in the chat until I get frustrated and close the inquiry. I am requesting your support to recover some of what I have lost and to permanently close my account at this casino.

Hola , sufro de ludopatía desgraciadamente caí en un casino donde niegan la autoexclusion, y no me brinda ninguna ayuda, he perdido la cuenta de cuántas veces he solicitado al soporte técnico de este casino Afun.mx que den de baja mi cuenta, les he mencionado una y otra vez mi problema de ludopatía y me ignoran siempre que solicite la baja me responden lo mismo con el siguiente mensaje ( Actualmente, nuestra política no permite la eliminación de cuentas en la plataforma. Háganos saber su situación específica para que podamos ofrecerle una alternativa que satisfaga sus necesidades.) siempre les menciono que ya he perdido mucho dinero y solicito la autoexclusion y me ignoran completamente. Me dejan esperando en el chat para que me aburra y cierra la consulta. Solicito su apoyo para recuperar algo de lo que he perdido y también cerrar mi cuenta en ese casino definitivamente.

Dear ltmallen,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Afun Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you contacted customer@afun.mx along with contacting casino support regarding the issue?
• Have you received any response?
• Is your account currently accessible to you?

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,

Tomas

Hello, I have contacted the live chat where I am assisted by different AFun.mx agents but they continue to ignore my pleas for self-exclusion. I still have access to the account, until yesterday I was still insisting that they close my account but they deny me the self-exclusion. I sent the screenshots of the conversation I had just yesterday with an Afun.mx agent where they leave me waiting until I get bored and they tell me that they cannot cancel my account.

Hola , si me contactado en el chat en vivo donde me atiende diferentes agentes de AFun.mx pero me siguen ignorando mis súplicas sobre la autoexclusion. Si tengo aún acceso a la cuenta, hasta el día de ayer aún estuve insistiendo en qué cerraran mi cuenta pero , me niegan la autoexclusion, mandé las capturas de la conversación que tuve apenas ayer con un agente de Afun.mx donde me dejan esperando hasta que me aburra y me dicen que no pueden dar de baja mi cuenta.

I still have a gambling problem, I keep betting at this casino every day, I keep losing money that I don't even have. I'm desperate 😭 these guys from Afun.mx don't listen to my prayers to close my account, they ignore me every day. In the chat with the agents they always ignore me, I don't know what I'm going to do, this casino has ruined me.

Sigo en mi problema de ludopatía, sigo apostando en este casino todos los días sigo perdiendo dinero que ni tengo. Estoy desesperado 😭 estos tipos de Afun.mx no escuchan mis plegarias para que cierren mi cuenta, me ignoran todos los días. En el chat con los agentes me ignoran siempre no se que voy hacer me llevo a la ruina este casino

I continue with my damn casino addiction, I am lost, these damn people from the Afun.mx casino are killing me little by little, they don't listen to me, I have blocked myself from all the casinos that created my account, only this one denies me self-exclusion.

sigo con mi maldito vicio de el casino estoy perdido , estos malditos de el casino Afun.mx me están matando poco apoco no me escuchan, me he bloqueado de todos los casinos que me cree cuenta, solo este me niega la autoexclusion.

Thank you very much, ltmallen, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) 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 ltmallen,

My name is Kubo, and I’ll be handling your complaint from this point forward. I apologize for the issues you’ve encountered with Afun Casino, and I will do everything I can to help resolve the matter. If there have been any updates since your last communication, please don’t hesitate to share them with me.

Since Afun Casino has not yet created a representative account on our platform, they are unable to respond directly in this thread. However, I’ve already contacted their representative through external channels and am currently waiting for their reply. I’ll keep you informed as soon as I receive any updates.

Thank you for your understanding and patience.

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 ltmallen,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I am sorry we could not be of more help on this occasion.

Best regards,

Kubo