Afun Casino MX - La cuenta del jugador ha sido cerrada sin explicación.

The Afun.mx platform, operated in Mexico under federal permit DGJS/DCRCA/2772/2021 by Producciones Móviles, SA de CV, expressly asked me to create a new account on August 20, 2025. I did so in good faith, under ID 202175329, verified by KYC.

On August 26th and 27th, I deposited 55,500 MXN and managed to accumulate nearly 1,000,000 MXN on Pragmatic Blackjack. The platform processed three initial withdrawals (5,000 + 5,000 + 10,000 MXN = 20,000 MXN), but they immediately blocked my account and withheld 980,000 MXN.

This block was arbitrary. There was no justification. I wasn't given a clear answer in the chat. It seems I'm talking to bots.

The support incurred contradictions:

"Please wait 24 hours" to regain access.

They then claimed a permanent blockade due to alleged violations without providing details.

In another message, they said that "my account didn’t exist," which is false because I myself have screenshots of the profile, history, and successful withdrawals.

I have submitted evidence to the General Directorate of Games and Lotteries in Mexico (DGJS), as this is not the first time that Afun.mx has withheld funds without cause.

Disputed amount: 980,000 MXN.

La plataforma Afun.mx, operada en México bajo el permiso federal DGJS/DCRCA/2772/2021 por Producciones Móviles, S.A. de C.V., me pidió expresamente crear una nueva cuenta el 20 de agosto de 2025. Lo hice de buena fe, bajo el ID 202175329, verificada por KYC.

El 26 y 27 de agosto deposité 55,500 MXN y logré acumular cerca de 1,000,000 MXN en Pragmatic Blackjack. La plataforma procesó tres retiros iniciales (5,000 + 5,000 + 10,000 MXN = 20,000 MXN), pero enseguida bloquearon mi cuenta y retuvieron 980,000 MXN.

Este bloqueo fue arbitrario, Sin justificaciónes, no me dan una respuesta clara en el chat, parece ser. que hablo con puros bots.

El soporte incurrió en contradicciones:

"Espere 24 h" para recuperar acceso.

Luego afirmaron bloqueo permanente por supuestas violaciones sin detallar.

En otro mensaje dijeron que "mi cuenta no existía", lo cual es falso porque yo mismo tengo capturas del perfil, historial y retiros exitosos.

He presentado pruebas a la Dirección General de Juegos y Sorteos en México (DGJS) , ya que esta no es la primera vez que Afun.mx retiene fondos sin causa.

Monto en disputa: 980,000 MXN.

Hello,

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 explain what you mean by the casino asking you to open a new account? Did you have any previous accounts in the casino in the past?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the blocked account? 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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Yes, I had a previous account that was also blocked after I made a profit. And their support team told me there was a problem with that account and that if I wanted to continue using their services, I should create a new one with a new phone number and email address.

That's what I do, and again when I make a profit I've been blocked.

No, it was without the help of bonuses, I never used any bonuses.

Si, tuve una cuenta antes la cual también me bloquearon después de obtener ganancias. Y ellos mismos en soporte me dijeron que había problema con esa cuenta que si quería seguir con sus servicios hiciera una nueva con un nuevo número de teléfono y correos.

eso mismo hago, y de nuevo al obtener ganancias he sido bloqueado.

no, fue sin ayuda de bonos nunca utilicé ningún bono.

Thanks for your reply.

• Could you please clarify who responded to you with advice to open a new account?
• When did this conversation take place?
• Could you please explain in more detail when your previous account was blocked and when you started using a new one?
• Have you played blackjack exclusively on both accounts, or have you played other games as well?
• Have you successfully withdrawn winnings from your previous account?

Please let me know.

Who advised me to open a new account?

The advice came directly from afun.mx customer support, who on August 20, 2025 expressly instructed me that I should create a new user with a different email and phone number in order to continue using the platform.

When did this conversation take place?

The conversation took place on August 20, 2025, through the afun.mx support chat, where I was given that instruction.

When was my old account blocked and when did I start using the new one?

The previous account already had blocking problems and restrictions to withdraw funds before August 20, 2025. (Since May 2025) when they withheld 200,000 MX pesos

On August 20, 2025, I opened the new account (ID 202175329), following the instructions from support.

This new account was blocked after I made deposits and earned profits between August 26th and 27th, 2025

Have I played exclusively blackjack or other games as well?

On the new account, I primarily played Pragmatic Blackjack, which is where I made the verifiable winnings, although I had also tried other games on the old account; but NEVER simultaneously. It wasn't until they told me that in order to continue using their services, I should create a new one since the old one was having issues.

Did I successfully withdraw earnings from my old account?

Yes. I had successfully made withdrawals on my previous account (after filing a complaint with the Directorate General of Games and Raffles, where the case is still open because they withheld my funds) before the problems arose. On the new account, the platform even processed three initial withdrawals (for a total of $20,000 MXN) before blocking me and withholding the $980,000 MXN balance.

It's worth clarifying that I didn't act improperly, as opening the new account was a direction from afun.mx support itself, which I have documented in screenshots.

In fact, they're now asking me to create a NEW account with a different phone number and email address!

¿Quién me aconsejó abrir una nueva cuenta?

El consejo provino directamente del soporte de atención al cliente de afun.mx, quienes el 20 de agosto de 2025 me indicaron expresamente que debía crear un nuevo usuario con diferente correo y número telefónico para poder seguir utilizando la plataforma 

¿Cuándo tuvo lugar esta conversación?

La conversación tuvo lugar el 20 de agosto de 2025, a través del chat de soporte de afun.mx, donde se me dio esa instrucción

Cuándo se bloqueó mi cuenta anterior y cuándo empecé a usar la nueva?

La cuenta anterior ya presentaba problemas de bloqueo y restricciones para retirar fondos antes del 20 de agosto de 2025. (Desde mayo 2025) cuando retuvieron 200,000 pesos MX

El 20 de agosto de 2025 abrí la nueva cuenta (ID 202175329), siguiendo las indicaciones del soporte.

Esta nueva cuenta fue bloqueada después de que realicé depósitos y obtuve ganancias entre el 26 y 27 de agosto de 2025

¿He jugado exclusivamente blackjack o también otros juegos?

En la nueva cuenta jugué principalmente Pragmatic Blackjack, que es donde obtuve las ganancias verificables, aunque también había probado otros juegos en la cuenta anterior; pero NUNCA de manera simultánea, no fue hasta que ellos me dijeron que para seguir usando sus servicios creara una nueva ya que esa tenía problemas.

¿Retiré con éxito ganancias de mi cuenta anterior?

Sí. En mi cuenta anterior había logrado realizar retiros exitosos (después de presentar una queja ante la dirección general de jugos y sorteos donde sigue abierto el expediente porque retuvieron mis fondos), antes de que presentara los problemas. En la cuenta nueva, la plataforma incluso procesó tres retiros iniciales (por $20,000 MXN en total) antes de bloquearme y retener el saldo de $980,000 MX.

Cabe aclarar que no actué de forma indebida, pues abrir la nueva cuenta fue una indicación del propio soporte de afun.mx, lo cual tengo documentado en capturas de pantalla.

De hecho; ahora me piden crear una NUEVA cuenta con otro número de teléfono y correo!

I attach evidence of the conversations

adjunto pruebas de las conversaciones

Thank you very much 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. 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.

Dear Urokiller,

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 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 Urokiller,

I would like to inform you that the casino representatives have responded to my inquiry regarding your case and have provided some initial information. We will need a bit more time to review the situation thoroughly and discuss the details in full.

I have already replied to their message with a few additional questions to obtain further clarification and am currently awaiting their response. In the meantime, if there have been any updates or new developments on your end, please don’t hesitate to share them.

Thank you for your continued patience and cooperation.

What did the casino say?

Que dijo el casino?

Dear Urokiller,

The casino has only confirmed the existence of two registered accounts, which we were already aware of. They also stated that your first account has been unblocked; however, this does not resolve the issue at hand. I requested further clarification on October 6th and am currently awaiting the casino’s response. I will inform you as soon as I receive any update.

Thank you for your patience.

Dear Urokiller,

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 notify you by email.

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: https://casino.guru/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 jakub.m@casino.guru.

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