The player from Italy is criticizing responsible gambling practices. Although the player sent a self-exclusion request, he didn't mention the reason why he asked for it. Since the casino closed his account within 3 days, we rejected the complaint.
AmunRa Casino - Player's dissatisfied with the overall casino experience.
Amount: €1,100
AmunRa Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hi I would like to report incorrect behavior by the amunra.com casino as I was scammed of around 1100 euros with serious anomalies on the gaming platform (between non-resulting deposits and closed or offline slots at inopportune moments and more about 2 days ago I I asked for self-exclusion and I was not granted.I demand a full refund otherwise I will go and report to the competent authorities.I also spoke to the assistance and they did not help me in any way, moreover where did I reproach them for not having had the self-exclusion requested 2 days ago and consequently having spent other money miraculously after the complaints they finally closed my account and they disappeared. the bill.And besides, there is no way to implement game limits to control losses.
Automatic translation:
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2 years ago
Dear fedestella85ff,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you, please, forward me the self-exclusion requests which you sent to the casino? How many days did the casino take to block your account?
Also, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru together with your self-exclusion request.
Lastly, missing loss limit is not something we could penalize the casino for. There aren’t unified regulations that would be applied to all casinos and player protection tools are managed by the casino exclusively. Some casinos have a wide variety of responsible gambling tools but none of them is mandatory, and unfortunately, some casinos operate without them completely.
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Hi, I sent an email to the above address with all the details of the case and the required screen slots attached. I would also add here that I received the self-exclusion 3 days after my request and they say they sent you an email requesting the reason which I NEVER received and for work I check my email every day, including spam.
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2 years ago
Thanks for your reply, fedestella85ff. I don't see in any of your requests that you mention the gambling problem as a reason for the account closure request.
Considering this and that some casinos do not offer 24/7 customer support, and/or it is not possible for them to immediately check all received emails, we have decided to accept the situation where if the casino blocks the player's account within 1-3 business days after sending the request via email. In this case, we don't think the player is not entitled to any deposit refunds.
I understand that this is not ideal, and in a perfect world each self-exclusion request would be processed right away, but not all casinos are able to do so. I apologize, but there is not much we could do about it.
Please, let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint. Thank you very much for your understanding.
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2 years ago
Translation
And what more do I have to tell you ... if you accept as normal that a casino takes three days for self-exclusion, leaving aside the various strange movements that took place on the account, I really don't know what to tell you except to be stunned, obviously you have to protect the casinos (little correct) and not the players !! As far as my request on self-exclusion is concerned, for privacy I am not required to tell my own business but the fact remains that I have not been taken into consideration. In any case, what can I say, do as you see fit... I acted in my full powers and in good faith because I know I was scammed otherwise I wouldn't have done all this, I've lost money other times but that's not the problem because whoever plays it in fact, with all the game platforms I've played with, I've never had any kind of problem, but I don't tolerate impropriety and in fact I'll continue on my way by taking legal action because these people don't always have to get away with it and go unpunished .! Thank you have a nice day.
Automatic translation:
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2 years ago
I understand your frustration and your point of view, but as I explained earlier there is not much we could do in this case.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, 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.
