Amonbet Casino - Player insists on refund after account reopening.

so I did close my account before… reason gambling addict.

after a while they did reopen my account and give me a bonus...

so i could play again and lost a lot off money offcourse

i demand i refund for all my losses. since they should not have reopen my account after i told them this reason

Hello Amnesys,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

hi Nick.

its was a self exclusion with the reason gambling addiction

this is the way it stood there.

And this just happend now…

So after telling them I have a gambling problem they would reopen my account… you think this is normal?

why do you host such places ?

i got prove also that they did know about my situation. but i cant upload the screenshot over here

And now they told me that my account is closed by my request and there won’t be a refund

You really got to help me here. They are ignoring me in anyway. Knowing that they did wrong…

I really need to get my losses back plz!

avoiding my question…. I got a screenshot from the moment off opening…the live chat told me that my situation was well know and still he did open my account.

its like giving a addicted free drugs.

I got so many screenshot. From the live chat telling me that I was marked as a PG.

problem gambler. And still reopening my account.

waiting for mail contact that will never come offcourse.

not admitting they are wrong in this matter

help me to solve this.

So this is there policy it seems

Kicking me out the live chat.

and the mail is completely ignored.

so what can I do?

maybe submit my case to someone who accualy had the time to help me

Hello Amnesys,

Could you please clarify when you first requested self-exclusion and the duration you specified at that time? If possible, please forward the initial request you sent to the casino to nikolas.b@casino.guru for our reference.

Additionally, could you confirm if your account is currently open or closed?

Thank you, and I look forward to your response.

Best regards,

Nick

The account was permanently closed duo gambling addiction on: 13-06-2024

And reopened on: 09-10-2024

It's now closed again after me complaining offcourse.

It should have been kept closed.

screenshot are showing you the date and the reason why is was closed. Also it show you that they accualy know the reason for closing. I did send the to you by email.

the permanently close request I did by live chat on that date. So I don’t have anything.

but the screenshots I did send you should say enough..

Thank you Amnesys for all the information provided. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from on.

Wish you best luck resolving it.

Regards,

Nick

Still I do not see the point why casino guru is hosting these places

Hello Amnesys,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Amonbet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

I did send all evidence to the mail address from nick.

fact is that Amonbet is not replying to my emails and ignoring the fact that they did reopen my account while it was wel know that I had the status PG (problem gambler).

the only resolution is to refund my losses from the moment that my account was reopened.

It seems to be the same communication like they do with me in the email.

nothing at all.

Do they even have someone to reply over here ?

Please blackmark this casino.

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.

I am waiting for over a months for a email from this place.

they are just ignoring me. And also here they will not reply

Maybe ask them yourself in the livechat to react to this matter.

they are ignoring me completly from that the management side and the livechat is not budging. Even tough i got all screenshot and evidence.

So the casino is scamming here ? Or casino guru is not telling the truth about being related to this place?

Dear Amnesys,

We are not related to any casino. We are an independent source of information about online casinos.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal V