HomeComplaintsAmunRa Casino - Player's account was closed with pending winnings.

AmunRa Casino - Player's account was closed with pending winnings.

Amount: €4,816

AmunRa Casino
Safety Index:High
Submitted: 30 Jul 2023 | Case closed : 19 Sep 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Spain has had their account closed and deposit of 550€ refunded, despite having winnings amounting to 4,816€. We rejected the complaint because the player stopped responding and cooperating with us when asked to provide documents.

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1 year ago
Translation

Hello,

I have played on this site and have earned winnings of 4816.27 €.

They have closed my account and refunded my deposits which add up to 550€

Automatic translation:
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1 year ago

Dear Pulgo54,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

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

Best regards,

Petronela

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1 year ago
Translation

Approximately I registered on July 22.

I played the so-called slots and no, I didn't play with any bonus.

Automatic translation:
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1 year ago

Thank you, Pulgo54, for your reply. We will contact the casino and ask for their assistance, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

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1 year ago

Dear Pulgo54,

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.

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1 year ago
Translation

No no. there is no possibility

Automatic translation:
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1 year ago

Thank you very much, Pulgo54, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

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1 year ago

Hi Pulgo54,


I wanted to inform you that since Tomas, your assigned resolver, is currently on vacation, I have decided to extend the timeline by an additional 7 days. Given that Tomas possesses the most comprehensive understanding of your situation and maintains direct communication with the casino, I believe this extension is warranted. Your patience is greatly appreciated, and I assure you that Tomas will reach out to you at the beginning of the upcoming week.

 

Thank you for your understanding and continued patience.

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1 year ago

Hello Pulgo54,


First of all, sorry for the delayed response. I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

 

I'd like to ask AmunRa Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been closed, winnings confiscated and only deposit refunded?


Thank you.


Kind regards,

Tomas

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1 year ago

Dear all,


Thank you for reaching out.


Please be informed that an email was sent to tomas.k@casino.guru. Looking forward for your reply!


Best regards,

AmunRa.com

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1 year ago

Dear Pulgo54,


Can you confirm if you registered your account in your name and used a payment method that belongs to you?


Kind regards,

Tomas

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1 year ago
Translation

Hello,


Yes Yes.

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1 year ago

Was your account KYC verified before the closure?

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1 year ago
Translation

Yes, the account was verified.

Automatic translation:
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1 year ago

Dear Pulgo54,


If this information is correct, could you please send me the same documents that you submitted to the casino for verification? Here is my email address: tomas.k@casino.guru


Thank you.


Kind regards,

Tomas

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1 year ago

Dear Pulgo54,

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.

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1 year ago

Dear all,


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.


Kind regards,

Tomas

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