AmunRa Casino - Player’s account closure request is delayed.

Χτες ζητησα απο το εν λογω καζινο να κλεισει ο λογαριασμος μου μου ειπαν οτι θα επικοινωνουσε εναςvip μανατζερ μαζι μου για να μου πει λεπτομερειες ο οποιος ποτε μετα απο μιαμιση μερα δν επικοινωνησε και τελικα εχασα αλλα 200 ευρω

Dear vasosou6712,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the 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 the cooling off period and this cannot be done for players who are addicted/with gambling problems).

• Could you please specify the reason for closing your account?
• Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is tomas@casino.guru

Thank you very much in advance.

Best regards,

Tomas

Ο λογος που ζητησα να κλεισω τον λογαριασμο μου ηταν επειδη δν εμεινα καθολου ευχαριστημενη απο τις υπηρεσιες που προσφερε το καζινο τους δυστυχως δν μου στειλανε ποτε αντιτυπο απο τις συνομιλιες μας

Επιπλεον απο οσο γνωριζω η δυνατοτητα αυτοαποκλεισμου δν υπαρχει σε καποιο μερος της ιστοσελιδας τους

Thanks for the explanation.

I checked the casino's responsible gambling section and found this: https://amunra1.com/gr/responsible-gaming

If you believe you need protection from further gambling I would recommend the self-excusion option sent by email.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of Birth:

Casino login:

Email address:

"Greetings Amunra support,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason for my decision is xxx (unrelated to a gambling problem// due to a gambling problem)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send an email to support@amunra.com (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments.

If the reason given to the casino was your dissatisfaction with their services, we, unfortunately, can't help you with your request for a refund, as such a statement doesn't trigger player protection.

Thank you in advance for your reply and understanding.

Dear vasosou6712,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.