AmunRa Casino - Player's withdrawal delayed by casino.

Good evening, I have made a withdrawal from this casino since 20/03 and although they tell me that there is no problem with the withdrawal details, it has not been processed yet... The withdrawal was made through a bank transfer... Can you help?

Dear goody1492,

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

Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

The first withdrawal is yes after I completed the bonus conditions I made the withdrawal but they did not ask me for account verification and they told me several times in the live chat that there is no problem with the account details and that the withdrawals usually take 2-3 days

Thank you very much, goody1492, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear goody1492,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite AmunRa Casino representative to join this conversation.

Dear AmunRa Casino,

Could you please clarify the situation for us?

Thank you in advance,

Mirka

Dear Customer, 

Thank you for reaching out to us. 

We kindly request you to upload the transaction history for card:533598******2226 for the month of february and March 2024. 

Please make sure that the document is original PDF downloaded directly from the bank's website. Thank you for understanding! 

Best Regards, 

Customer Service 

Ok I download the statements from February and march in pdf and uploaded them on your site … I hope that I can get my money at last after all this.

Dear Customer, 

We would like to inform that your account has been verified and withdrawal was paid successfully.

Therefore, we consider the case to be closed from our side.

Best Regards, 

Customer Service 

Yes it's true everything went well thank you again everyone ... good luck

Dear goody1492,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Mirka

Casino.Guru