The player from Austria had reported an issue with withdrawing his winnings from an online casino. After boosting his initial deposit of 100 euros to 1000 euros, he had attempted to withdraw 500 euros. However, he was later unable to log in and only his original deposit of 100 euros was refunded. The player had claimed that he contacted the casino multiple times to request the remaining 400 euros, but only received automated responses. After communication between the Complaints Team and the casino, the casino had decided to verify the player's account, re-credited the winnings and requested verification documents. The player complied and uploaded the required documents. The casino confirmed the successful verification, but stated that the player had used all his balance for gaming activities, leaving no funds for withdrawal. The Complaints Team had attempted to confirm the resolution of the issue with the player, but received no response, leading to the rejection of the complaint.
AmunRa Casino - Player's account has been blocked.
Amount: €500
AmunRa Casino
Safety Index:HighPlayer stopped responding
REJECTED
Case summary
Hello,
A few days ago, I deposited 100 euros onto the aforementioned website and started playing. My 100 euros turned into over 1000 euros and after playing a bit more, I decided to withdraw 500 euros. The next day, I cancelled the withdrawal and played some more. I ended up back at my original value and then withdrew 500 euros. That was yesterday. Today, I tried to log in and was unable to. When I sent an email, my original deposit of 100 euros suddenly reappeared instead of the 500 euros I had requested to withdraw. I haven't used any bonuses or anything like that.
Dear autobetting1977,
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 had €500 in your casino account when the casino blocked it? Could you please advise if you passed the KYC verification before the casino blocked you?
Which games you focused on while your account was still active - slots, live casino, sports betting, etc.?
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
Dear autobetting1977,
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.
Hello,
I played bloodsuckers 2 almost exclusively, i.e. slot machines. I wanted to verify the account but got the message that there is no need for verification at this time. That's right, I couldn't log in anymore and I got an email saying that my account was closed without the possibility of reopening it.
Thank you very much for your reply, autobetting1977. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Dear autobetting1977,
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.
We’ve reopened this complaint at the request of autobetting1977. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Could you please give us any updates on the current situation so we can proceed with this complaint accordingly?
Nothing has changed. I asked Amunra 3-4 times by email to pay me the missing 400 euros. However, there is always only an automated response that the case is forwarded to the appropriate "department".
Thank you very much, autobetting1977, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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 autobetting1977,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.
We would like to invite AmunRa Casino to join the conversation.
Dear AmunRa Casino,
Can you please provide us with information on why the player's account is blocked?
Dear Michal,
Thank you for contacting us.
We have sent you all the details on your email. Please let us know if you have any questions.
Best Regards,
Amunra
Thank you for your response and email, Amunra team.
I responded to your email and am expecting more details.
Dear Michal,
We are checking the details with the relevant department and we will let you know once we have an update.
Thank you for your patience!
Sincerely,
Amunra
Dear Michal,
Thank you for contacting us.
We would like to inform that after a careful review, we have decided to verify the customer's account.
Therefore, we re-credited the winnings and reopened the customer's account. Additionally, we requested documents that the customer can upload directly by logging in to their gaming account.
We kindly request the customer to upload the documents in order to continue the verification procedure.
Thank you for your understanding and cooperation!
Best Regards,
Amunra
Thank you for your response, Amunra team.
Dear autobetting1977,
As per the Amunra team's response, please upload the documents in order to continue the verification procedure.
I have my fingers crossed🤞that your verification will be successful and you will be able to receive your winnings.
Please keep me updated.
Hello,
Thank you in advance for the patience of the CasinoGuru team. I have uploaded all the required documents now, although I am very reluctant to provide an ENTIRE MONTH's transaction history for a SINGLE transaction. But whatever, said and done. I hope that the payout will finally work out because of a lot of hassle for very little.
Dear Customer,
Thank you for providing the required documents.
We would like to inform that your account has been successfully verified.
Moreover, we have added back your account balance. Regrettably, the entirety of this balance has been utilized for gaming activities by you, leaving no remaining funds available for withdrawal at this time.
However, we wish you all the best in your future activities.
With this, we assume the case to be resolved.
Best Regards,
Amunra
Thank you for your response, Amunra team.
Dear autobetting1977,
Based on the above mentioned can we consider your complaint to be resolved?
Dear autobetting1977,
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.
Dear autobetting1977,
Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this, we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.
Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Michal
Casino Guru
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