The player from Greece had encountered difficulties withdrawing his winnings of around 1000 euros due to verification issues. Despite having provided the requested documents, the casino had rejected them. After our intervention, the casino had completed the verification but returned only the player's deposit of 100 euros and closed his account. The casino had cited concerns over the player's transaction history and suspected non-recreational use of his account, which was against their terms and conditions. As a result, the player's winnings were voided. We, therefore, had concluded the complaint as rejected due to the player's breach of terms.
AmunRa Casino - Player's documents rejected during verification process.
Amount: €1,000
AmunRa Casino
Safety Index:HighSafety Index
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8.9
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
8 months ago
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9 months ago
Translation
Good evening, I made a deposit into this account in order to play and luckily, I won. At this moment, I have around 1000 euros in there which I want to withdraw, and they asked for identification. I was entirely willing to send my documents to start the process. However, after perfectly sending all papers, nothing was accepted except for my ID and my photo. They asked for proof of residence, so I sent a bank statement from my Wise account, which usually is accepted, as it is a bank statement bearing my address. Then I sent a screenshot of the virtual card I used for the deposit showing all the information I needed, including the url of Wise (meaning, it is obvious the screenshot is from the website). Then I sent a transaction history from December 1st to January 10th, while they only asked for December, and it was also rejected. I sent exactly the documents they requested! Why were they rejected? These are the documents they want, there is no option for issuing other documents besides these. Please help me because I do not know what else to do, there are no other documents that I can produce and that is why I turned to you, either to help me understand why my documents aren't approved or to try to explain to them as an intermediary that I don't have the possibility to produce other documents because only these can be issued by the bank that I used to make a deposit, thank you!
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9 months ago
Hello vergverg,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with AmunRa Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about? Did they explain the reason of rejecting any of the rejected documents?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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9 months ago
Translation
As I mentioned above, they only accepted my ID and rejected the other 3 documents. I don't know the rejection reason no. I sent the documents they asked for, shouldn't they have told me what they were asking for from the moment they handed them to me? Is it not possible for them to answer us here and tell us?
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9 months ago
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good evening, have you considered my complaint?
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9 months ago
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I reached out to you for help and I would appreciate it if you could give me a solution or reply, thanks.
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9 months ago
Thank you vergverg for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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9 months ago
Hi vergverg,
I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear AmunRa Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the documents the player provided were rejected? Why haven't you informed the player about the reasons or alternative options?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
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9 months ago
Translation
Good evening, the identification has been completed after many hours and efforts. However, I had 700 euros and they sent me back my deposit, which was 100 euros, and they closed my account. That is, I had pressed withdrawal 700, and as soon as the identification was completed, they closed my account and sent me the money I deposited. What happened? Can you please help me? I need this money.
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9 months ago
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I have also understood what has happened, they accepted the papers but then they told me that the identification was not done and they also sent me that they will keep my winnings. How is this done? since I earned the money. It is supposed to have a safety index of 8.9. How come they keep my winnings?
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9 months ago
Dear Natalia,
Thank you for contacting us.
Please be informed that we sent you an email to natalia.b@casino.guru. Looking forward to your reply.
Best regards,
AmunRa.com
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9 months ago
Thank you very much for the evidence, AmunRa Casino.
Dear vergverg, we have received some information from the casino that your transaction history caused some concerns. Based on the documentation you provided there are some suspicions that you may have used your account in a non-recreational way therefore the casino acted following its terms and conditions:
9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:
• · void any winnings obtained, cancel any pending withdrawals and refund the last deposit made into the account;
According to the evidence, your only deposit of 100 EUR was returned to you - the payment was processed by the casino on 12th Feb.
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.
Regards,
Natalia
