AmunRa Casino - Player's purchased bonus inaccessible and unrefunded.

On 08.04.2024 I bought a 420 euros bonus buy on Gates of Olympus 1000. The game lagged and when I returned the money have gone but I never got to play the bonus.

I messaged AmunRa Casino via live chat immediately, telling the about the problem and providing them with the data they requested of the transaction (BET ID, time/date etc).

They told me that the relevant team is investigating and they will answer me via e-mail. Many days passed and they never answered me. I messaged them again via live chat, and they tell me that the issue is being investigated.

When I tell them that I've never recieved an e-mail, even acknowledging the problem, they close my chat and I can't talk to them anymore. When I am trying to message them again, it's another bot/human and they say the same things.

I literally spent 420 euros on a bonus buy, they took my money and never played the bonus. They don't refund me or give me the PAID bonus.

I have proof for all of that. I've sent them 5 e-mails in total, never got an answer. I've messaged them over 10 times, they say the same things. 20 days have passed now and I never got my money back, not even an e-mail about the stage of the "investigation".

Dear grpapamichael,

Thank you very much for submitting your complaint. I'm sorry to hear about the troubling experience you've had with AmunRa Casino regarding the bonus buy on Gates of Olympus.

To better understand the situation and assist you effectively, could you please provide us with some additional information? Specifically, we'd like to know:

• Can you confirm the date and time when you purchased the 420 euros bonus buy on Gates of Olympus?
• Did you receive any acknowledgment or communication from AmunRa Casino regarding the issue after you messaged them via live chat and provided the requested transaction data?
• Could you please forward any emails you've sent to AmunRa Casino regarding this issue to petronela.k@casino.guru for our reference?

Your cooperation in providing these details, along with any proof you have, will greatly aid our investigation and efforts to find a resolution.

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

Best regards,

Petronela

Good Evening,

the date was 08.04.2024, time 10:33, my balance before the bonus buy was 974.07 euros.

I immediately reported the incident as you will see from the e-mails I am forwarding to you as you told me.

I also immediately spoke to him via live chat but they kept telling me the same thing no matter what day I sent them. They asked me from the beginning about the incident, while I had already given the necessary information in a previous communication and I was told that it is being examined by the relevant department and I will receive an e-mail.

20 days have passed, I have sent a total of 6 e-mails and have not received a single response regarding my request. In other words, 420 euros have been stolen from me and no one is taking care of it.

Thank you very much, grpapamichael, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.  

Please help me, the casino does not respond to any of my emails and the live chat gives advance responses

Hello grpapamichael,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear AmunRa Casino,

Could you possibly provide additional information regarding the issue with the bonus and clarify the situation?

Thank you in advance.

Respectfully,

Michal

They will never answer. I have sent dozens of e-mails. I wonder how illegal businesses like this are allowed and advertised and they normally take players' money. Sad

Dear Customer,

Thank you for reaching out.

We would like to inform you that the round in question was forwarded to be checked with priority. We will get back to you as soon as there is an update. Thank you for your patience.

Best regards,

AmunRa.com

They are never going to notify. I have been told the exact same thing since 08/04/2024. They are never going to send a reply. It's been a month and they haven't bothered at all. They sent me exactly the same message a month ago and they haven't even sent an update since then, that's why I filed the complaint.

They just say "we will notify you" and in the end they do nothing. It is unacceptable, illegal and a sad casino.

Dear AmunRa Casino,

Thank you for the answer. We will be waiting for an update.

I repeat that the casino is not going to answer. I have been waiting for a corresponding update for over a month. What he is doing is simply to get rid of the complaints by saying that he is looking into the case. He does exactly the same via live chat.

If they were in the mood to help, they would have informed me with an email that I have sent them since 08.04.2024. Since then I have been told that the case is being examined by the relevant department.

When I asked them again 6 days ago via live chat, they told me that they are referring the case to the relevant department to examine it.

They won't bother, they have basically stolen 420 euros from my account and no one bothers. How is this possible?

As you see, they will never answer. At least bann this casino so people will know and stop giving their money to this scam.

Dear all,

We would like to inform you that the game provider was emailed in order to receive clarity regarding the round in question. We will update you as soon as there are news. Thank you for your patience.

Best regards,

AmunRa.com

After one month and 15 days did you send the email to the provider? Possible; Are you kidding us?

Even in the meantime they have not sent me an informative e-mail, even belatedly to inform me. I have lost 420 euros for almost two months and today (16.05.2024) they inform here that they sent an e-mail to the provider. They haven't sent me anything at all to my personal e-mail. They don't even read the emails as they don't reply why there is this delay. I sincerely wish the worst to everyone who gets paid by scammers. The worst.

Dear AmunRa Casino,

Are there any updates regarding this case?

Dear all,

Thank you for your patience.

We would like to inform you that we received information from the provider that the round is still in progress. The advice is to re-open the game and complete the round. If any error is encountered, it needs to be captured and forwarded to us via email (support@amunra.com).

It should also be noted that the customer closed his account today (28.05.2024).

Best regards,

AmunRa.com

Dear grpapamichael,

Could you give us an update? Did you manage to reopen the game and finish the round?

Dear grpapamichael,

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.

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.