Nayafacil Casino - Запросы игроков на самоисключение были проигнорированы.

Through this letter, I am filing a formal complaint regarding the serious breach of my self-exclusion requests and your own Responsible Gaming policies.

On June 16, 2025, I sent an email to the address indicated by the casino in its responsible gaming section ( [email protected] ) requesting the suspension of my account for a period of two years, due to a medical recommendation.

Having received no response and verifying that my account was still fully operational, on July 27, 2025 I sent a second request, this time requesting my permanent self-exclusion, expressly stating that I had been diagnosed with gambling addiction and indicating my username.

Despite both requests:

• I never received a response.

• I never received confirmation that my account had been blocked.

• My account remains active to this day.

• I was allowed to continue making deposits and bets without any restrictions.

Their own Self-Exclusion policy expressly states that players diagnosed with gambling addiction or who wish to stop gambling must request self-exclusion by email, indicating the requested period.

That's exactly what I did.

I fully complied with the procedure you established, and yet my requests were never addressed.

Furthermore, upon reviewing their Terms and Conditions, I observed that they state that only people residing in Mexico and physically located in Mexican territory may use the platform.

However:

• I registered from Chile.

• I played from Chile.

• All my deposits and withdrawals were processed in Chilean pesos (CLP).

• I was never blocked or warned about my location.

• The platform was promoted through a Chilean influencer using the Naya Fácil brand, which reasonably conveyed the impression that the service was also aimed at Chilean consumers.

I request that you explain how these facts are compatible with your own Terms and Conditions.

According to my records:

• The deposits made amount to approximately CLP $36,000,000.

• After deducting withdrawals made, my net losses amount to approximately CLP $20,000,000.

I believe that a significant portion of these losses occurred because the casino failed to process my self-exclusion requests in a timely manner.

Therefore, I formally request:

• Confirm receipt of my self-exclusion requests dated June 16, 2025 and July 27, 2025.

• Explain why these requests were never processed.

• Suspend my account immediately and permanently.

• Preserve all information related to my account, including betting history, deposits, withdrawals, access logs, internal communications and Responsible Gaming records.

• Please submit my complete account history from June 16, 2025.

• Formally investigate this case.

• Reimburse losses incurred after my first self-exclusion request, determining the exact amount according to the casino's own records.

I have attached copies of my self-exclusion requests, as well as screenshots of your self-exclusion policy and your Terms and Conditions.

Por medio del presente, interpongo un reclamo formal respecto del grave incumplimiento de mis solicitudes de autoexclusión y de sus propias políticas de Juego Responsable.

El día 16 de junio de 2025 envié un correo electrónico a la dirección indicada por el casino en su seccion de juego responsable ([email protected]) solicitando la suspensión de mi cuenta por un período de dos años, debido a una recomendación médica.

Al no recibir respuesta alguna y comprobar que mi cuenta seguía completamente operativa, el día 27 de julio de 2025 envié una segunda solicitud, esta vez requiriendo mi autoexclusión permanente, informando expresamente que había sido diagnosticada con ludopatía e indicando mi nombre de usuario.

A pesar de ambas solicitudes:

• Nunca recibí respuesta.

• Nunca recibí confirmación de que mi cuenta hubiese sido bloqueada.

• Mi cuenta continúa activa hasta el día de hoy.

• Se me permitió continuar realizando depósitos y apuestas sin restricción alguna.

Su propia política de Autoexclusión establece expresamente que los jugadores diagnosticados con adicción al juego o que deseen dejar de jugar deben solicitar su autoexclusión mediante correo electrónico indicando el período solicitado.

Eso fue exactamente lo que hice.

Cumplí íntegramente el procedimiento establecido por ustedes y, aun así, mis solicitudes nunca fueron atendidas.

Además, al revisar sus Términos y Condiciones, observé que éstos señalan que únicamente pueden utilizar la plataforma personas residentes en México y que se encuentren físicamente en territorio mexicano.

Sin embargo:

• Me registré desde Chile.

• Jugué desde Chile.

• Todos mis depósitos y retiros fueron procesados en pesos chilenos (CLP).

• Nunca fui bloqueada ni advertida respecto de mi ubicación.

• La plataforma fue promocionada mediante una influencer chilena utilizando la marca Naya Fácil, lo que razonablemente transmitía la impresión de que el servicio estaba dirigido también a consumidores chilenos.

Solicito que expliquen cómo estos hechos resultan compatibles con sus propios Términos y Condiciones.

De acuerdo con mis registros:

• Los depósitos realizados ascienden aproximadamente a CLP $36.000.000.

• Descontando los retiros efectuados, mis pérdidas netas ascienden aproximadamente a CLP $20.000.000.

Considero que una parte importante de dichas pérdidas se produjo debido a que el casino omitió procesar oportunamente mis solicitudes de autoexclusión.

Por lo anterior, solicito formalmente:

• Confirmar la recepción de mis solicitudes de autoexclusión de fechas 16 de junio de 2025 y 27 de julio de 2025.

• Explicar por qué dichas solicitudes nunca fueron procesadas.

• Suspender inmediatamente y de forma permanente mi cuenta.

• Preservar toda la información relacionada con mi cuenta, incluyendo historial de apuestas, depósitos, retiros, registros de acceso, comunicaciones internas y registros de Juego Responsable.

• Remitir el historial completo de mi cuenta desde el 16 de junio de 2025.

• Investigar formalmente este caso.

• Restituir las pérdidas sufridas con posterioridad a mi primera solicitud de autoexclusión, determinando el monto exacto conforme a los propios registros del casino.

Adjunto copia de mis solicitudes de autoexclusión, así como capturas de su política de autoexclusión y de sus Términos y Condiciones.

Important notice:

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If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Naya facil casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at [email protected]
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Dear Tomas,

Along with sending my greetings and hoping you are well, I thank you for your efforts.

Below I detail the requested information.

I still have access to my account. A few days ago (after sharing my complaint through this channel), I wrote to the casino's customer service, where they told me that my account cannot be suspended, that there is no email address for self-exclusion, and that there is no email address for complaints, despite having this information on their website.

- The casino allowed me to make a deposit on July 17, 2027 and I still have the option to do so enabled.

- Regarding my refund request, I sent a complaint to the email address provided on your website, but it bounced back, indicating that the address does not exist.

I am sending the screenshots of the emails and photos of the conversation with customer service to the provided email address, as I cannot upload them here due to space limitations.

Thank you in advance.

Estimado Tomas,

Junto con saludar y esperando se encuentre bien, le agradezco la gestión realizada.

A continuación detallo la información solicitada.

- Actualmente aun cuento con acceso a mi cuenta. Hace unos días (posterior a compartir mi queja a través de este medio) escribí a servicio al cliente del casino, donde me indicaron que no se puede suspender mi cuenta, que no existe correo para la autoexclusión y no existe correo para reclamos. A pesar de tener dicha información en su página web.

- El casino me permitió realizar un depósito el 17 de julio del 2027 y aun tengo habilitada la opción para hacerlo.

- Frente a mi solicitud de reembolso, envié un reclamo al correo proporcionado en su página web pero me rebotó, indicando que la dirección no existe.

Hago envío al correo proporcionado de las capturas de pantalla de correos y fotos de la conversación con servicio al cliente, ya que, por espacio no me permite subirlas acá.

Desde ya le agradezco.

Dear Fabiro12,

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, Munya ([email protected]). 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

Dear Tomas,

I greatly appreciate your assistance. I will be attentive to any updates.

Estimado Tomas,

Agradezco mucho su gestión. Quedaré atenta a cualquier novedad.

Dear Fabiro12

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from Nayafacil Casino to join this discussion and provide their comments regarding the matter.

Dear Nayafacil Casino,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.