The player from Germany has requested a loss limit. Unfortunately, his enquiry was applied improperly. We rejected the complaint because the player didn't respond to our messages and questions.
AmunRa Casino - Player’s requested loss limit hasn’t been applied correctly.
Amount: €900
AmunRa Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I played there on May 19th at the casino in question, deposited around € 200 on that day and wanted to withdraw a total of € 900. The first payout from the casino was lightning fast with this payout that said it takes a week after that I set myself a loss limit of € 1. In their rules a change or cancellation would only be possible after 7 days, but on May 21st I was able to gamble away all the money there without restriction. Then I wrote to the casino and they said they didn't know about any active limit although I got all pictures of laws on loss limits automatically sent to my e-mail.
Automatic translation:
Public
Public
2 years ago
Dear Nicolas,
Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your problem. I have checked the Responsible Gaming section, and this is what I found https://amunra.com/en/responsible-gaming:
It means that your loss limit has been counted from your deposit, not from your winnings. I have doublechecked this with live chat:
"16:48
Hello! Welcome to our Customer Support Service!
How can I help you?
16:48
hello Christopher
16:50
i was checking responsible gaming section...can you pls explain me loss limits?
if Ill set a loss limit 10 and win 1000 it says I can lose more than 10...how come?
16:53
For example you have set the loss limit for 10 EUR per day.
That means once you lost in total 10 EUR for this day, you won't be able to place more bets
16:54
but it says I can lose more than my loss limit. I dont understand
16:54
Could you please clarify where it's stated?
16:55
qq.JPG
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responsible gaming section
16:56
So yes, basically all is clear here.
As after winning you are going to be profitable.
So the loss limit won't work as it's based on the deposit amount not on the winning.
16:58
so if I deposit 50, set loss limit 10 and win 1000, my loss limit will be counted from 50+1000. So insted of 10 I still can lose 1010...correct?
16:58
From 50 EUR. So yes, you can lose still 1010 EUR.
16:59
I see
Thank you very much Christopher
16:59
Always welcome!
If you have any additional questions, feel free to contact us back in the Live Chat and we will be glad to help you.
16:59
ok :) will do
16:59
Take care! Bye!"
Could you please advise how much exactly was your last active deposit before setting up the loss limit?
Thank you in advance for your reply.
Best regards,
Petronela
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