AmunRa Casino - Player’s attempts to self-exclude in the casino were overlooked.

The casino has not closed the account despite requests. I have registered as a game addict, but I still manage to lose.

Dear Marjaana,

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

Allow me a few questions before we confront the casino with your issue. Could you please advise if you’ve received any reply from the casino about your self-exclusion requests at all? How long have you been playing at this casino?

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,

Tomas

Your request (here number) has been received and is being reviewed by our support staff.

To add additional comments, reply to this email.

A week ago this answer.

I joined the casino a couple of days before I requested closure.

Dear Marjaana,

Before we proceed to contact the casino, could you share with us your original self-exclusion request you said you made on 11th of December? Please send it to tomas@casino.guru

It doesn't exist, I emptied it into the trash when I wanted to forget the whole game.

However, even 2 posts later, you can see that the request has been repeated. I can send the screenshots of the deposits until 16.12 if you need. You have a message sent on 13.12 where the blocking request is. 3 days later on 16.12 I played 680 euros. The casino is closed for a maximum of 24 hours.

The account is still open.

Thank you very much, Marjaana, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.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.

Hi Marjaana,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Good day,

Thank you for reaching out. We are currently reviewing the details of the case. We will make a post as soon as there is an update.

Sincerely,

AmunRa

Dear Team

We would like to inform you that the case was checked and we provided all the necessary information to the customer.

Also, We are happy to inform you that the case has been resolved.

Thank you for your co-operation!

Sincerely,

AmunRa

Dear Marjaana,

may I kindly ask you to confirm?

I confirm, it's fine. Thank you.

Dear Marjaana,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef