The player from Germany has requested withdrawal through Skrill but it was pending due to ongoing verification. Then her account was blocked. We rejected the complaint because the player didn't respond to our messages and questions.
The player from Germany has requested withdrawal through Skrill but it was pending due to ongoing verification. Then her account was blocked. We rejected the complaint because the player didn't respond to our messages and questions.
The player from Germany has requested withdrawal through Skrill but it was pending due to ongoing verification. Then her account was blocked. We rejected the complaint because the player didn't respond to our messages and questions.
Hello, I won € 27,000 at AmunRa Casino in early August. Until then, I deposited with Paysafe cards and then wanted to withdraw via bank transfer in € 1,000 increments, as this was the maximum withdrawal amount. I didn't have to verify myself until then. Then nothing happened at first. After a few days I got in touch with the live chat. There I was put off again and again with the statement that my gaming session had to be checked. After a while all payouts were canceled by the casino except for 3x € 1000. This was justified by the fact that a maximum of three payments can be made at the same time. I was put off with these statements until an email came from support at some point, telling me to verify my account. I emailed all the necessary documents to support on the same day. The whole thing went like this three times, because apparently something was wrong again and again (what exactly was never communicated, only that the documents could not be accepted). About a week ago, my player account was deactivated. When I wrote to chat support again they said my account is currently being verified and the account will remain deactivated until then. Since then I have written to the chat again and again, but am always put off with the fact that I should wait for an email from support, which will get in touch as soon as my account is verified ... as I said, a few days ago and I'm slowly desperate, because I don't get a specific statement and the account is now deactivated and further "evidence preservation" is no longer possible ...
Hallo, ich habe Anfang August 27.000€ bei AmunRa Casino gewonnen. Eingezahlt habe ich bis dahin mit Paysafe Karten und auszahlen wollte ich dann per Banküberweisung in 1.000€ Schritten, da dies der maximale Auszahlungsbetrah war. Verifizieren musste ich mich bis dahin nicht. Dann passierte erstmal nichts. Nach einigen Tagen habe ich mich dann beim Live-Chat gemeldet. Dort wurde ich wieder und wieder vertröstet mit der Aussage meine Spielsitzung müsse überprüft werden. Nach einiger Zeit wurden dann bis auf 3x 1000€ alle Auszahlungen vom Casino storniert. Dies wurde damit begründet, dass maximal drei Auszahlungen gleichzeitig durchgeführt werden können. Mit diesen Aussagen wurde ich dann hingehalten bis irgendwann eine Mail vom Support kam, ich solle mein Konto verifizieren. Ich habe alle erforderlichen Unterlagen am selben Tag noch per Mail an den Support geschickt. Das ganze lief dann drei Mal so, weil anscheinend immer wieder etwas falsch war (was genau wurde nie mitgeteilt, nur dass die Unterlagen so nicht akzeptiert werden können). Vor etwa einer Woche wurde dann mein Spielerkonto deaktiviert. Als ich dann wieder den Chat-Support anschrieb kam die Aussage mein Konto werde derzeit verifiziert und bis dahin bleibt das Konto deaktiviert. Seitdem habe ich den Chat immer wieder angeschrieben, werde aber immer wieder damit vertröstet, dass ich auf eine Mail vom Support warten solle, die melden sich sobald mein Konto verifiziert ist… wie gesagt, schon wieder einige Tage her und langsam bin ich am verzweifeln, da ich keine konkrete Aussage bekomme und eben auch das Konto nun deaktiviert ist und weitere „Beweissicherung" nun nicht mehr möglich ist…
Dear Jennifer,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please could you clarify if this was your first attempt for a withdrawal? Which documents did you provide? Are you sure they were in good quality (everything clearly visible)?
Is there any other communication between you and the casino, that you could forward me? If yes, my email address is kristina.s@casino.guru
I hope, we will be able to help you to resolve your problem as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
Dear Jennifer,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please could you clarify if this was your first attempt for a withdrawal? Which documents did you provide? Are you sure they were in good quality (everything clearly visible)?
Is there any other communication between you and the casino, that you could forward me? If yes, my email address is kristina.s@casino.guru
I hope, we will be able to help you to resolve your problem as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
Dear Jennifer,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
Dear Jennifer,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
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