AmunRa Casino - Player's account is closed after first withdrawal.

Got my first withdrawal they closed my account said it’s closed without possibility of being reopened with no explaining said it was fraud never done a single thing wrong can’t contact no one just have to accept I lost my withdrawal and my money spent on site it’s 100% a scam

Dear Cg578529,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

Could you please clarify if any funds are being held by the casino? Do I understand correctly that you have not received the withdrawal? Do you have any remaining funds in your casino account?

Thank you for your reply.

Best regards,

Kristina

I had $300 on my account waiting to withdraw as they had to verify my account then I lost it all and my account to said administrator closed my account no reason as to why and said no possibility of being re opened I did have $500 but they cancelled and asked to verify tried to login after sending all my documents thru and it said it been closed

I have done nothing wrong, ridiculous they refunded $50 after I’ve spent about $200 on site and took my winnings $250 and my account is closed and no replies to emails it’s a absolute scam

Still no reason as to why my account was closed

I also had bonus on and had to wager $4,500 I finished wagering completely they cancelled my $500 withdrawal cause I needed to verify my account I did that then my account got closed when I uploaded to verify my account and lost my $300 winnings refunded me $50 back from my last deposit but nothing from all my other deposits complete scam to me I have not done a thing wrong they can’t even tell me what I’ve done wrong just says it’s 9.1 in terms and conditions which is all different things but nothing that I have done wrong, that my girlfriend has an account but I didn’t think i could share an account with anyone so we have seperate accounts but does say you can’t know anyone on the website that also is a player on site so that sounds like a complete scam to me why can’t u know someone who plays on site I normally recommend to everyone I know if it’s a good site but I’d never recommend to anyone

Thank you for your reply, Cg578529. Could you please advise which games focused on - slots, live casino, sports betting, etc.? Do I understand correctly that the confiscated winnings ($500) were accumulated with a bonus?

Additionally, if there is any other 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.

Just slots they confiscated the $300 I had a bonus but I played thru it had to play thru $4,500 then after all that they took my winnings when they closed my account and never got a reason why it got closed it’s a shame cause before I tried to withdraw, it said my account did NOT need to verified at the moment then they ask me to once I withdrew and they cancelled it and closed my account once I did when I had done nothing wrong at all ridiculous

Thank you very much, Cg578529, 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.  

Ok thank you

Hello Cg578529,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I have a few questions. Do I understand correctly that you and your girlfriend have an account at AmunRa Casino? Do you play on the same device (PC, laptop, tablet, cellphone, etc.)? Do you live together or share the same WiFi? Has anyone else from your household had an account at AmunRa Casino?

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 has not passed the verification procedure? If the information can't be shared publicly, please send it to me at michal.k@casino.guru

yea we both have our own accounts to play on we don't ever share accounts, we share same wifi but no one else but my tv and have been sharing same phone as mine is smashed, no only my girlfriend has one

Dear Cg578529,

This could potentially be the reason why you haven't passed the verification process, as communicated to you by the casino team via email.

AmunRa Casino explicitly outlines this condition in the terms and conditions that you agreed to upon creating your account:

Your account

3.2 Your account with the Website must be registered in your own, correct, name. Only one account per person, per household/address, per phone number/email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts". You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. If you open or attempt to open any number of Duplicate Accounts, we reserve the right to close some or all of your accounts without any compensation and apply the following sanctions:

each action performed using a Duplicate Account is considered void;

any promotions that the Duplicate Account has participated in will be cancelled;

any winnings obtained on the Duplicate Account will be void. Any processed withdrawals will be reversed and will be owed back to the Company;

the Duplicate Account will be closed without an option to reopen it.

Bonuses and promotions

7.2 Any bonus offer is limited to one per person, family, household address, telephone number, personal or shared computer (e.g. school, public library or workplace) and personal or shared IP address.

Since you both utilized the same device, this practice is typically prohibited by almost all online casinos. While I will await a response from AmunRa Casino, I regret to say that we may not be able to offer much assistance in this matter.

I only have one account was registered in my name I had all the proof of ID and never had another account, she has Id to prove she’s real too, I only used the bonus in pretty sure I asked her if she had played on there she said she hasn’t played much on there was playing mostly on other Sites, so does that mean you can’t use the same internet if someone in household already holds an account? Or not same device and account will be closed I just pretty much want to know what I’ve done wrong all I was told was it was some part of terms and conditions that said fraud but I’ve never ever done any fraud 100% everything right all the time it was a shame my first win on there thought it was a great site was about to make another deposit the day it happened 😂

this is all they said to closing my account but all the things on there terms there I had none of it so just very upsetting and confusing and I didn’t get a full answer cause I had done nothing from those terms and conditions wrongfully

Dear Michal,

Thank you for reaching out.

Please be informed that we sent you an email to michal.k@casino.guru. Looking forward to your reply.

Best regards,

AmunRa.com

Dear AmunRa Casino,

Thank you for your email.

Dear Cg578529,

I've sent you an email asking for additional information. I'm looking forward to your response.

Dear AmunRa Casino team,

Thank you for your clarification email and the provided evidence.

Dear Cg578529,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts linked with similar IPs, device IDs, and payment intersections. All of the accounts took advantage of the bonuses and casinos have a very strict policy regarding multiple account cases that have been used in this way. The casino team has acted according to its terms and conditions as mentioned above.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal

Casino Guru