Afun Casino MX - Igračeva sredstva nedostaju zbog tehničkog problema.

Subject: Formal Complaint Against AFun Casino - Technical Malfunction, Missing Funds, and Unprofessional Resolution

Player Details:

Player Name: Daniel Benigno Cota Murillo

Account ID: 205973421

Casino: AFun Casino

Game: Fortune Gems

Disputed Ticket / Round ID: 2204776292001070223

To Whom It May Concern,

I am writing to formally escalate a dispute regarding a severe technical malfunction I experienced while playing "Fortune Gems" at AFun Casino, which resulted in the loss of my funds and uncredited winnings.

Description of the Incident:

On April 13, 2026, while playing Fortune Gems, I activated the "EX" speed feature (represented by two lightning bolts). Immediately upon hitting a winning combination, the game suffered a critical glitch. The reels stopped spinning properly and only vibrated. My rightful winnings were not added to my balance. The game completely froze, forcing me to exit the application. Upon logging back in, the funds were missing.

Furthermore, the game's internal bet history showed highly irregular data. Despite landing winning combinations (e.g., a blue gem and two wilds on a $12 bet with the EX feature active), the system recorded a 0.00x multiplier.

The Casino's Unacceptable Resolution: I escalated this issue to AFun's support team, providing clear video and photographic evidence of the malfunction. However, the resolution provided by their specialized department was completely illogical and dismissive. They stated:

"The manufacturer's feedback confirms that the round was completed normally." "Furthermore, it has been confirmed that the time intervals between rounds with changes in bet amounts and previous rounds are significant, possibly because the player has deactivated the EX bonus."

Refutation of the Casino's Claims:

Impossibility of "Significant" Intervals: The casino claims the time intervals were "significant". My video evidence clearly demonstrates that these consecutive spins were registered in milliseconds, proving it was a system glitch triggering automated actions, not human input. It is physically impossible for a player to manually change bet settings and spin in milliseconds.

Speculative Resolution: The casino's official resolution relies on the word "possibly" regarding the deactivation of the EX bonus. A fair and technical resolution from a licensed casino must be based on concrete server logs, not speculative guesses. My video explicitly shows the reality of the glitch.

Important Note Regarding the Disputed Amount: Because the game's user interface froze and the internal betting history malfunctioned (showing a 0.00x multiplier despite a winning combination), it is impossible for me to state the exact financial total of my missing balance and uncredited winnings. I formally demand that the casino provides the true backend server logs for this specific round to determine the exact amount I am owed.

Demands: AFun Casino is refusing to honor my gameplay, ignoring visual evidence, and providing speculative excuses to avoid reimbursing my funds. I kindly request your authority to intervene, conduct an independent audit of the game provider's true logs for these specific milliseconds, and compel AFun Casino to refund my missing balance and rightfully earned winnings.

I have attached the video and screenshots demonstrating the exact moment of the malfunction and the flawed betting history for your review.

Thank you for your time and assistance in ensuring fair play and operator accountability.

Sincerely, Daniel Benigno Cota Murillo

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear cotamurillod94,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered.

Please note that games in online casinos are programmed to continue running even if the connection between your device and the game provider’s server is interrupted. In such cases, the result displayed on your screen might differ from the one registered on the server. However, if two different outcomes exist, the valid result is always the one recorded on the casino’s server.

To better understand the situation and assist you further, could you please answer the following questions?

• Do I understand correctly that this issue occurred only once and with one specific game?
• Do you have any other evidence that would support your case?
• Could you provide me with your betting history?

Thank you very much in advance for your reply.

Best regards,

Petra