AmunRa Casino - Player can't access the account.

Hello,

I am having issues withdrawing the money out of my account.

I initially entered the incorrect bank details so money wouldn’t transfer. Fair enough.

I am unable to update these inside the casino website.

l have requested support to reset the details so I can correct them.

Now I am unable to access my casino account.

I have received automated email responses from support.

They appear to be doing nothing to help.

I have attached some photos of my support request they have created and a screenshot of me trying to access my account.

Thanks for your help.

Antony S***

Dear sparkt694,

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. Do I understand correctly that you haven't received any explanation from the casino regarding the blocked account?

Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina,

Thanks for your help with this.

I raised the blocked account as an email response through my original raised issue about the withdrawal (support request reference number 12288534).

I haven't received any direct responses from the casino and when I check the support request there are no responses or notes from them. It only has logged my emails relating to this.

I also raised the issue with their chat service before I was locked out.

I was informed they would raise the issue with support but nothing came from that either.

I have not done a withdrawal yet as I only recently joined.

KYC verification?

Not sure, what is that?

Cheers,

Antony S***

Thank you for your reply, sparkt694. Verification KYC (Know Your Customer/Client) is a very important and essential process, during which a casino verifies a player's identity to make sure that the money is sent to the rightful owner. In order to verify the player's identity, casinos request certain documents. Usually, casinos require at least one type of ID (ID, driver's license, passport) and one type of proof of address (utility bill, phone bill, etc.). However, some casinos can ask for bank statements, proof of ownership of the payment method used to make a deposit, various selfies, etc. 

Most casinos perform the verification at some point, sooner or later - some casinos don't let players make deposits before they submit documents, and other casinos let players withdraw the first or few smaller withdrawals without it, but most often casinos ask for documents at the point of the first withdrawal.

Have you provided any documents to verify your identity?

Also, did you accumulate your winnings with or without an active bonus?

Lastly, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hi Kristina,

I have supplied no documentation and have not requested any.

l found them online and setup an account and made a deposit via my credit card.

I accumulated my winnings without the bonus.

I have included a couple of screenshots in this message showing all the correspondence, which they logged in their support case.

I also included these in my original complaint I raised on your site.

Thanks,

Antony





Thank you very much, sparkt694, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello sparkt694,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite an AmunRa Casino representative to join this conversation and participate in resolving this complaint.

Dear AmunRa Casino,

Could you state why the player's account got blocked?

Thank you in advance for providing the information.

Kind regards,

Stefan

Dear Customer,

Thank you for reaching out.

We would like to inform you that the withdrawal issue was forwarded to the relevant department to be investigated as soon as possible. You will be informed about updates via email.

Regarding account access, we want to point out that we did not take any measures to block or restrict access to your account in any way. Could you please explain in more detail what happens when you are trying to access the account with your credentials? If you forgot your password, please confirm it and we will reset it for you.

Best regards,

AmunRa.com

Dear AmunRa.com,

When I tried to login the message is incorrect password.

I have just reset my password and now I get a message stating:

’Error: Too many requests. Try again later’.

Can you please reset my account so I can login.

I have tried to login on many occasions over the last couple of weeks and this is what keeps happening.

Thanks

Antony S

Dear Antony,

Thank you for your response.

Please be informed that we sent you an email with a new temporary password.

Best regards,

AmunRa.com

Hi,

Not Working.

Says Wrong username or password

Dear Antony,

What are you using alongside the password to log in? Is it your username or your email?

If it's username, what are you typing in?

Best regards,

AmunRa.com

I am using my email as my username

Dear Antony,

In order to log in, you need to use your username and not email.

Do you remember your username?

Best regards,

AmunRa.com

I thought it was my email. Can I reset my username using the temp password?

Dear Antony,

Your username can't be changed. If you wish, we can send your username to you via email.

Best regards,

AmunRa.com

Ok. Apologies for that but I am in now.

Thanks for pointing me in the right direction.

So I will wait to hear back about resetting my bank details.

Cheers,

Antony S

Hello sparkt694,

Did you manage to change your banking details?

I am looking forward to your response.

Hi Stefan,

Not yet.

The incorrect details are still there.

Regards,

Antony

Dear AmunRa Casino,

Could you state when the player's banking details will be changed?

I'll be awaiting your response.

Dear Customer,

Thank you for your patience.

We would like to inform you that the bank information was cleared and you may request the withdrawal again.

Could we please also ask you to email us your bank details to support@amunra.com so that we can do it manually should something go wrong again? Thank you.

Best regards,

AmunRa.com

Hello sparkt694,

Did you manage to request a withdrawal?

I'll be awaiting your reply.

Hi Stefan,

They have now cleared my account details.

They requested my bank details so they can manually add if something goes wrong again.

I have sent a support email to them requesting they just enter the details manually straight up now instead of me doing it a second time.

This is because they will know what the IBAN is for Australia and I’m not 100% sure.

I am waiting for a response.

Thanks,

Antony S

Dear Customer,

Unfortunately, we have not received any new emails from you.

We will send you an email shortly to which you can reply with your bank details.

Best regards,

AmunRa.com

Hello sparkt694,

Please, let me know once you respond to the casino's email with banking details.

I'll be awaiting your reply.

Dear Antony,

Thank you for providing us with the bank information.

Your balance was split into 3 withdrawal requests, and you will be informed when they are processed from our side.

Best regards,

AmunRa.com

Hi Stefan,

Please see the latest update from AmunRa below:

Regards,

Antony S

Dear Antony,

Thank you for providing us with the bank information.

Your balance was split into 3 withdrawal requests, and you will be informed when they are processed from our side.

Best regards,

AmunRa.com

Dear Antony,

Thank you for your patience.

We would like to inform you that your balance was paid out in 3 instalments, the latest of which was processed from our side on 30.01.2024.

Best regards,

AmunRa.com

Hello sparkt694,

Could you confirm if you have received all the payments?

I am looking forward to your response.

Hi Stefan,

All the funds have been transferred now.

Thank you for all your assistance.

All the best.

Antony S

Dear sparkt694,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan, Casino.Guru