Afun Casino MX - Il giocatore dichiara che il pagamento è in ritardo.

I won 30,000. When I went to withdraw it, everything seemed fine; the transfer was successful. But then I checked the app and it wasn't showing up in my bank account. I thought it was because it was a large amount, so I waited a day. When the money didn't arrive, I went to the bank yesterday. They told me the money bounced, so I contacted the casino, and they sent me a photo with instructions on how to track the money through the bank. When I went back to the bank, they told me no, that the person who made the deposit is the one who has to track it. They've been giving me the runaround. I really don't know why they're doing this when I've spent much more than I won.

Gane 30000, al momento de retirarlos, sale todo bien, transferencia exitosa y luego checo la aplicasion y no se me reflejo a la cuenta bancaria, yo pense que por ser una cantidad grande entonces me espere 1 dia, vi que no llegaba el dinero y apenas ayer fui al banco, luego dicen que el dinero se reboto y me pongo en contacto con el casino y me mandan una foto donde tengo que rastrear el dinero con los mismos del banco, y al momento de volver a ir al banco me dicen que no, que el que iso el deposito es el que tiene que rastrearlo, me han traido vuelta y vuelta la verdad nose porque asen eso si yo e gastado muchisimo mas de lo que gane

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Dear Jesusfernando10,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Jesusfernando10,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Jesusfernando10,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru