A7X.com Casino - La cuenta del jugador está bloqueada y no puede recibir sus ganancias.

Hello Casino Guru team. I am filing this complaint against A7X.mx casino (operated under the same network and license as Afun Mexico / Cometa Systems) for the unjustified blocking of my user account and the withholding of a legitimate prize of $10,000 MXN.

On August 3, 2026, I opened my account on the platform using my real information (matching my official ID). I then made an initial deposit of $200 MXN via SPEI transfer to the casino's business name: COMETA SYSTEMS (RFC: CSY211112AH9).

I have already submitted all my identity documents (KYC) for verification, but support refuses to respond or offer a solution. I have official CEP receipts issued by the Bank of Mexico (Banxico) that demonstrate the complete traceability and legality of my deposits and withdrawals. The "unusual activity" claim is baseless and is merely a pretext for not paying out a substantial prize I earned fairly. I request your intervention so that the casino conducts a manual review and releases my legitimate funds.

Hours later, I requested a partial withdrawal of $200 MXN, which the casino successfully processed to my personal bank account. This demonstrates that the casino implicitly validated my identity, my payment method, and the origin of the funds, allowing me to continue playing with the remaining balance of $28 MXN.

With that remaining balance, I won a legitimate prize on a slot machine game worth $10,000 MXN. When I tried to withdraw this winnings, the casino's automated system immediately blocked my access. I contacted live support, and they simply sent me a pre-written response citing "anomalies" and "security risk management measures," without offering any evidence, without giving me the right to reply, and closing off all other human communication channels.

Hola al equipo de Casino Guru. Presento esta queja en contra del casino A7X.mx (operado bajo la misma red y licencia de Afun México / Cometa Systems) por el bloqueo injustificado de mi cuenta de usuario y la retención de un premio legítimo de $10,000 MXN.

El día 3 de agosto de 2026, abrí mi cuenta en la plataforma utilizando mis datos reales (coincidentes con mi identificación oficial). Procedí a realizar un depósito inicial por la cantidad de $200 MXN mediante una transferencia SPEI a nombre de la razón social del casino: COMETA SYSTEMS (RFC: CSY211112AH9).

Ya he enviado todos mis documentos de identidad (KYC) para verificación, pero el soporte se niega a responder o dar una solución. Cuento con los comprobantes CEP oficiales emitidos por el Banco de México (Banxico) que demuestran la perfecta trazabilidad y legalidad de mis depósitos y retiros. El argumento de "actividad inusual" carece de sustento y es solo un pretexto para no pagar un premio alto obtenido de forma limpia. Solicito su mediación para que el casino realice una revisión manual y libere mis fondos legítimos.

Horas más tarde, solicité un retiro parcial de $200 MXN, el cual el casino procesó de manera exitosa a mi cuenta bancaria personal. Esto demuestra que el casino validó implícitamente mi identidad, mi método de pago y el origen de los fondos, permitiéndome seguir jugando con el saldo restante de $28 MXN.

Con ese saldo restante, obtuve un premio legítimo en un juego de tragamonedas por un valor de $10,000 MXN. Al intentar retirar esta ganancia, el sistema automatizado del casino me bloqueó el acceso de forma inmediata. Me puse en contacto con el soporte en vivo y se limitaron a enviarme una respuesta prefabricada alegando "anomalías" y "medidas de gestión de riesgos por seguridad", sin ofrecer pruebas, sin darme derecho de réplica y cerrando mis canales de comunicación humana.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with A7X.com

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 $28 MXN winnings? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hello, Tomás.

Thank you very much for your follow-up.

I'll explain in detail and chronologically how the events unfolded, the games played, and the conditions under which I won the prize: How long was I a player, and when was my account blocked? I found the website A7X.com through a link in a Facebook group, as I was losing money at another casino and decided to try this option. I registered my account on August 3, 2026, around 3:00 AM and made my initial deposit of $200 MXN. I played throughout the night and, after winning, decided to go to sleep around 5:30 AM. The account was completely blocked at 11:00 AM that same day, immediately after I won the jackpot and tried to withdraw it. I was only a user of the platform for a few hours.

What games did you play to accumulate winnings? During the early morning hours, I mainly played the Fortune Garuda slot machine, as well as other games. I accumulated a balance of approximately $450 MXN from my winnings. At 5:30 AM, I tried to withdraw that money, but the withdrawal button was locked. Upon checking the system, I realized that I had been assigned an automatic welcome bonus of $40 MXN with a wagering requirement of almost $820 MXN. Since the button was locked and I couldn't withdraw, I continued playing in the morning to try to meet the requirements, but I ended up losing almost everything I had won, reducing my balance to approximately $228 MXN. Since the system had already unlocked the withdrawal option by that time (which shows that I had met the wagering requirement), I decided to request a partial withdrawal of $200 MXN to at least recover my initial deposit. The casino processed my $200 MXN withdrawal without any issues, and I successfully received it in my bank account via SPEI, under the name of their commercial operator (Cometa Systems). After that successful withdrawal, I was left with approximately $20 MXN in my casino account balance. This amount was augmented by bonuses that the platform automatically awards for level increases, which only had a 1x rollover requirement. With this real money balance, I started playing the Plinko Bonus Mania slot (developed by KA Gaming). I began winning in that game until I reached approximately $228 MXN in winnings, when suddenly the machine lined up the "777" symbols on every reel, and the game began to completely fill the high paylines. That's when I won the $10,000 MXN jackpot. I was so excited I couldn't believe it and tried to process the withdrawal immediately, but at that moment, the casino froze my account completely.

Communication with the casino: There is no justification from them. I have attached screenshots where their live chat ( a7xcsp.com ) gives me an automated response from a bot citing "risk management" and "unusual activity." It is clear that the system unfairly blocked me as soon as I won a large prize fairly, playing on a legitimate KA Gaming slot machine, having previously verified my bank account with a successful withdrawal of $200 MXN and fulfilling all the system's conditions.

Hola, Tomás. 

Muchas gracias por el seguimiento. 

Te explico a detalle y de forma cronológica cómo sucedieron los hechos, los juegos y las condiciones con las que obtuve el premio:¿Cuánto tiempo fui jugador y cuándo se bloqueó la cuenta?Encontré el sitio web A7X.com a través de un enlace en un grupo de Facebook, ya que estaba perdiendo en otro casino y decidí probar esta opción. Registré mi cuenta el 3 de agosto de 2026 cerca de las 3:00 AM y realicé mi depósito inicial de $200 MXN. Jugué durante la madrugada y, tras obtener ganancias, decidí irme a dormir alrededor de las 5:30 AM. El bloqueo total de la cuenta ocurrió a las 11:00 AM de ese mismo día, inmediatamente después de haber ganado el premio mayor e intentar retirarlo. Solo fui usuario de la plataforma por unas cuantas horas.

¿A qué juegos jugaste para acumular las ganancias?Durante la madrugada estuve jugando principalmente en la tragaperras (slot) llamada Fortune Garuda, además de otros juegos más. Acumulé un saldo de aproximadamente $450 MXN producto de mis ganancias. A las 5:30 AM intenté retirar ese dinero, pero el botón de retiro aparecía bloqueado. Al revisar el sistema, me percaté de que me habían asignado un bono automático de bienvenida de $40 MXN que tenía un rollover de casi $820 MXN apostados.Al estar el botón bloqueado y no poder retirar, continué jugando por la mañana para intentar cumplir con los requisitos, pero terminé perdiendo casi todo lo que había ganado, bajando mi saldo hasta $228 MXN aproximadamente. Como para ese momento el sistema ya me liberó la opción de retiro (lo que demuestra que cumplí con el rollover exigido apostando), decidí solicitar un retiro parcial por $200 MXN para al menos recuperar mi depósito inicial. El casino procesó ese retiro de $200 MXN sin ningún problema y lo recibí de forma exitosa en mi banco vía SPEI a nombre de su operador comercial (Cometa Systems).Tras ese retiro exitoso, me quedé en la cuenta del casino con un aproximado de $20 MXN de saldo restante. A esa cantidad se le sumaron unas bonificaciones que la plataforma otorga de forma automática por aumento de nivel, las cuales únicamente tenían un requisito de rollover de 1x. Con ese saldo real entré a jugar a la tragaperras llamada Manía de Bonos Plinko (desarrollada por la proveedora KA Gaming).Comencé a ganar en ese juego hasta llegar nuevamente a unos $228 MXN de ganancias, cuando de repente la máquina alineó los símbolos de "777" en cada carrete y el juego comenzó a llenar por completo la línea de premios altos. Fue ahí donde gané el premio mayor de $10,000 MXN. No lo podía creer de la emoción e intenté tramitar el retiro inmediatamente, pero en ese segundo el casino congeló mi cuenta por completo.

Comunicación con el casino:No existe ninguna justificación de su parte. Adjunto las capturas donde su chat en vivo (a7xcsp.com) me arroja una respuesta automatizada de un bot alegando "gestión de riesgos" y "actividad inusual". Es evidente que el sistema me bloqueó de forma injustificada en cuanto obtuve un premio alto de manera limpia, jugando en una máquina tragaperras legítima de KA Gaming, habiendo verificado previamente mi cuenta bancaria con un retiro exitoso de $200 MXN y cumpliendo con todas las condiciones del sistema.

Good afternoon, I received this message from afun, I don't know if it will be of any use to you, it contains an email address, sorry again for the inconvenience

Buena tarde, me llegó este mensaje de afun no se si te sirva de algo ahí viene un correo, disculpa nuevamente la molestia

Thanks for the detailed explanation.

From our perspective, Afun and A7X are distinct online casinos, despite having a similar layout. We believe that contacting support at one casino won't help you resolve issues on an account at another casino.

• Did you receive any recent update regarding the status of your account and payout from the relevant department?

Please let me know.

Nothing, just that it's under security review and that's it. But I started investigating and they are still operating under the same company, Kodemax Global SA de CV. A human finally answered me in the customer service chat, but they're still maintaining the same stance that it's under security review. I already provided them with a selfie of my official ID holding it, but there's no response. In fact, I can tell you they didn't even ask for it. And I repeat, it was literally the first time I played at that casino.

ninguna solo que está en revisión de seguridad y hasta ahi, pero me puse a investigar y si operan bajó la misma empresa porque kodemax global SA de cv, en el chat de atención al cliente ya me contestó un humano pero hasta ahí siguen en la misma postura que está en revisión de seguridad ya les proporcione fotografía de mi identificación oficial selfie sosteniendo la misma pero no hay ninguna respuesta es más te puedo decir que ellos no siquiera me los solicitaron, y te repito era literal la primera vez que jugaba en ese casino

Dear nerimaps12,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Tomás, thank you so much for the update and for your support throughout the process. I really appreciate that my claim has moved to the next stage and that Barbora has been assigned to handle the case.

I remain available for any further communication or information you may require from me. I sincerely hope you can help me reach a fair solution with the casino and recover the funds that are being held.

Thank you again for your attention and for taking my case.

Tomás, muchas gracias por la actualización y por el apoyo durante todo el proceso. Aprecio mucho que mi reclamación haya pasado a la siguiente fase y que Barbora haya sido asignada para gestionar el caso.

Quedo atento a cualquier comunicación o información adicional que necesiten de mi parte. Espero sinceramente que puedan ayudarme a llegar a una solución justa con el casino y recuperar los fondos que se encuentran retenidos.

Muchas gracias nuevamente por su atención y por llevar mi caso.

Hello nerimaps12,

I’m sorry to hear about the difficulties you’ve been experiencing.

My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

Hi Barbora, first of all, thank you so much for helping me with this situation. It's been days and I haven't received anything but the same response from you: "The account is blocked due to unusual activity. We ask for your patience." But PS, they've been saying that for over a month now. The last time they replied, a week ago, they said they were going to deduct part of the prize for some arbitrary reason, and so on. They've already asked me for documents, but I still haven't received a response. I've provided them with both my ID and the deposit and withdrawal receipts, but they're still at it. I'm sharing the link to the chat where I actually spoke to a human, since it seems that at first it's a bot that answers. Right at the beginning of the conversation, you have to say "problem not resolved" to be transferred to a human. https://a7xcsp.com/

As a gesture of gratitude, I wanted to tell you that if we manage to get the funds released to me, I would give you 30% as a token of my appreciation. I understand that you are not doing this for profit, but you also have your expenses, and this is my way of thanking you.

Hola Barbora, antes que nada mil gracias por ayudarme con esta situación la verdad han sido días que no recibo más que la misma respuesta de su parte, la cuenta está bloqueada por actividad inusual le pedimos paciencia, pero PS ya llevan más de 1 mes diciendo eso , ahora la última vez que me contestaron que fue hace 1 semana me dijeron que según iban a descontar parte del premio que por una arbitrariedad y demás pero hasta ahí ya me solicitaron documentos pero sigo sin respuesta les eh proporcionado tanto mi documento de identidad como los comprobantes de deposito y retiro pero siguen en la misma postura, te comparto el enlace del chat donde si me atendió un humano ya que al parecer al principio es un "bot" el que te contesta, justamente al iniciar la conversación le tienes que decir "problema no resuelto" para que te transfiera con un humano https://a7xcsp.com/

Yo como gesto de agradecimiento les quería decir que si llegamos a lograr que se me liberen los fondos como parte de agradecimiento les dejaría el 30% a ustedes yo entiendo que ustedes no lo hacen con algún fin de lucro pero también tienen sus gastos y es mi forma de agradecimiento,

Hi nerimaps12,

Thank you for the update and for sharing all of this with me.

I understand it’s frustrating to keep getting the same response from the casino without any real progress, especially after you’ve already provided the documents they requested.

I’ve contacted the casino regarding your case, but I’m still waiting to hear back from them. I’ll keep you posted as soon as I receive any response or update.

In the meantime, if they get back to you or anything changes on your side, please let me know here.

Awesome! Thank you so much, I'll still be here waiting. Thanks a million!

súper! te agradezco mucho aquí sigo pendiente mil gracias

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.

Hello, good afternoon, thank you so much for continuing to work on my case. Today I received this update about the account; I'll copy what they told me.

Dear friend, after reviewing your account, we identified activities that were deemed incompatible with the platform's rules. ⚠️🔒

For this reason, the account has been permanently blocked and, unfortunately, it will not be possible to unblock or reactivate it. 🙏

We know this isn't the answer you were hoping for, but this decision was made after reviewing the account and customer service cannot change it.

Thank you for your understanding. ❤️

hola buenas tardes, mil gracias por seguir trabajando en mi caso hoy recibí está actualización sobre la cuenta te copio lo que me dijeron

Estimado/a amigo/a, tras revisar la cuenta, identificamos actividades que se consideraron incompatibles con las normas de la plataforma. ⚠️🔒

Por este motivo, la cuenta ha sido bloqueada permanentemente y, lamentablemente, no será posible desbloquearla ni reactivarla. 🙏

Sabemos que esta no es la respuesta que esperabas, pero esta decisión se tomó tras revisar la cuenta y el servicio de atención al cliente no puede modificarla.

Gracias por tu comprensión. ❤️

Hi nerimaps12,

Unfortunately, I still haven’t heard back from the casino.

The timer is due to expire tomorrow, so I’ll give them until then to respond. If we still don’t hear from them, I’ll take the next step with the complaint accordingly.

I know this has already taken quite a while, so I really appreciate your patience.