Amonbet Casino - Player's account closure request has been ignored.

Hi,

I have a gambling issue, and I have been preyed upon via the non gamstop sites, due to my own blame.

I have a pituitary tumour and take medication that causes impulses and mine lies within spending and gambling.

However,

on the 19th of December i decided enough was enough and i contacted every site to close down permanently and made them aware I had a gambling problem.

i contacted amon bet via their chat and specified clearly I HAVE A GAMBLING PROBLEM please close immediately in which they replied sorry we cant do that over chat you need to email.

i emailed the team who didn’t get back to me and during that time i spent a further £1379.

i find this extremely unfair and i believe i am rightfully entitled to a refund of the funds i have spent since making the site aware, they have a care of duty for customers like me and in this case they failed me.

this has effected me in ways i do not want to talk about

i am suffering.

Dear Ldiamond23,

Thank you very much for submitting your complaint. I’m sorry to hear about the challenges you’re experiencing, and I appreciate you reaching out for assistance.

To better understand your case and help you effectively, could you please clarify the following points:

• Could you confirm the exact time and date when you contacted Amonbet via chat and email to request the account closure?
• Do you have any screenshots, chat logs, or email correspondence that support your request to close the account and inform them of your gambling issue?
• Did the casino provide any response after your email, even if it came after the additional deposits were made?

If you have any relevant documentation, please forward it to petronela.k@casino.guru to assist us in reviewing your case thoroughly.

Your cooperation is essential for us to proceed with the case and work toward resolving the issue. Without your input and the necessary details, we won’t be able to mediate effectively on your behalf.

In the meantime, as part of our Global Self-Exclusion Initiative, I’d like to recommend BetBlocker. This free tool can help you manage your access to gambling sites safely and effectively. You can learn more about this initiative here and find details about BetBlocker here.

BetBlocker is quick to install, works across multiple devices, and blocks access to over 84,230 gambling websites. It also runs quietly in the background and can be used anonymously. If you choose to install it, please be mindful not to tick the box that restricts access to gambling information sites while your case with Casino.Guru is active, as it would block access to our platform as well.

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,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Hi,

Could you confirm the exact time and date when you contacted Amonbet via chat and email to request the account closure? I cant, it was the 19th dec. i tried to ask them for a transcript last night but they wouldnt

Do you have any screenshots, chat logs, or email correspondence that support your request to close the account and inform them of your gambling issue? no sadly

Did the casino provide any response after your email, even if it came after the additional deposits were made? Yes, last night i managed to close it via email and i told them i had a gambling problem that i had already told them about. Its now closed since last night

Dear Ldiamond23,

Thank you for your reply and for providing the details you have.

Unfortunately, due to the lack of supporting evidence regarding your initial request for account closure, we are unable to proceed with your complaint at this time. Without any documentation to confirm your communication with the casino, we must reject the complaint for now.

I highly recommend that you keep a record of all future communications with any casino for reference. This will be crucial if you need to escalate any matters in the future or require our assistance again.

However, if you come across any relevant screenshots, chat logs, or other forms of supporting evidence in the future, please feel free to reach out to us again. We would be happy to reopen the case and assist you further at that time.

I appreciate your understanding, and I hope we can be of help if new evidence becomes available.

Best regards,

Petronela

Casino.Guru