Afun Casino - Закрытие счета игрока задерживается.

The casino activates bonuses without authorization and after the rollover the casino keeps the bonus balance forever.

I asked for the account to be deleted after the scam and the casino still refuses to close the account even after the fraud has been committed without any explanation.

O casino ativa bónus sem autorização e após o rollover feito o casino mantém o saldo bónus retido eternamente.

pedi a exclusão da conta após a burla e o casino ainda se recusa a encerrar a conta mesmo após a fraude cometida sem qualquer tipo de explicação.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the casino. To better understand your situation and to assist you in the best possible way, could you please provide further details about the following:

• What specific bonuses were activated without your authorization? Did you play with these bonuses, or did you request the casino to remove them before you started playing?
• Can you provide more details on the rollover process and how you believe it was unfairly handled?
• Have you had any communication with the casino regarding the closure of your account? If so, would you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at [email protected].

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Dear Aringarosa87,

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.

I don't want you to solve anything anymore. I want to close my account due to gaming addiction, as I've asked several times and they never comply!

Eu já não quero que resolva nada. Quero encerrar a conta por motivo de vício de jogo como já pedi várias vezes e nunca cumprem o pedido!

Thank you for your reply. I fully understand your frustration. Would you like us to assist you with the closure of your casino account?

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings Afun Casino, 

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 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 another email to Afun Casino ([email protected]), add me to CC ([email protected]) and keep me informed about any further developments. Thank you in advance. 

Dear Aringarosa87,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of Aringarosa87. We would like to allow this case one more chance to be resolved and help both parties involved reach a satisfactory conclusion.

Dear Aringarosa87,

Have you contacted the casino with the self-exclusion request, as I instructed you in one of my previous responses? If so, kindly forward me the email you sent to the casino, along with all the subsequent communication, at [email protected]. Thank you for your cooperation.

The casino doesn't have an email to request deletion. It only has a chat room and they always reject the request for exclusion

O casino não tem um email para pedir exclusão. Apenas possui um chat e sempre rejeitam o pedido de exclusão

Have you tried sending the closure request to one of the following emails? These are available in the footer of the casino website:

[email protected]

[email protected]

Thank you. I've already sent the emails with your knowledge. I only noticed it now, thank you

Obrigado. Já enviei os emails com conhecimento vosso. Só reparei agora obrigado

Thank you very much, Aringarosa87, for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Aringarosa87, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Afun Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with the bonus activation and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

This is very serious, I've been asking for my account to be deleted for a long time and there's no reply. I demand the return of all the money deposited and I'm going to report you!

Isto é muito grave, estou a imenso tempo a pedir exclusão de conta e nao ha uma resposta. Eu exijo a devolucao de todo o dinheiro depositado e vou denunciar vos!

Enough! This is very serious and I'm going to report both the afun casino and

casinoguru to Portugal's gaming inspection and regulation service! It's unacceptable to do this to players. ENOUGH!

chega! Isto e muito grave e vou denunciar tanto o casino afun como

o casinoguru ao serviço de inspeção e regulação de jogos de Portugal! É inadmissível fazerem isto aos jogadores. CHEGA!

I would like to close my casinoguru account and inform you that I have already reported you to the Portuguese gambling regulator.

Quero encerrar a conta do casinoguru e informo que já vos denunciei a entidade reguladora de jogo de portugal

Dear Aringarosa87, reporting Casino Guru to the authorities will not achieve much, since we are not a gambling establishment. We are only informative website and as such we are not overseen by gambling authorities, and neither we provide gambling opportunities.

Also, Afun Casino is licensed by the Anjouan Gaming Authority so Portugal Authority will not investigate them at all. Instead, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions.

Lastly, please confirm you wish to close your Casino Guru account. By doing so, I will also have to reject this case as after your account deletion you will not be able to participate in this process anymore.

Since the player has confirmed via e-mail communication he would like to get his Casino Guru account deleted and discontinue further communication, it will be no longer possible to mediate this complaint and therefore it will now be rejected.

In my confirmation message about anonymization I have recommended the player to use BetBlocker application and block any and all communication from the casino, whether it is conducted via e-mails or SMS. Good luck!