The player from Italy had withdrawal issues with an online casino, where a withdrawal of €500 was cancelled and subsequently, another attempt at withdrawing the refunded amount was cancelled too despite assurances from customer support. The player was asking for a total of €1,000. After several weeks of communication and intervention from the Complaints Team, the player finally received her funds. The casino confirmed the completion of the transaction, and the Complaints Team marked the complaint as 'resolved'.
AmunRa Casino - Player's withdrawal gets repeatedly cancelled.
Amount: €1,000
AmunRa Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Translation
Good day. I believe I have stumbled upon a scam site, there is no other explanation. I made a withdrawal of €500 on March 13th using the same Mastercard I use for deposits. I made two more withdrawals on March 14th which were cancelled due to technical issues. On March 17th, I attempted to withdraw the refunded money again. Now, after 10 days, my withdrawal has been cancelled again, despite customer support assuring me all week that everything was in order and being processed. It appears to me that nothing here is regular. I want my money, a total of €1000, back. Please help me, thank you.
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7 months ago
Dear elisagia78,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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7 months ago
Translation
Good evening, I was not asked to verify as it is not necessary, as is written on my account under verification. On the site's FAQ it is reported 1/3 working days for credits but 13 have passed until next Monday. Today I tried to redo the withdrawal of the canceled 500 with a bank transfer. Let's see.. Thanks for now
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7 months ago
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Good morning. Last update. The March 17 withdrawal also disappeared from the transactions and was not credited back into the game.
To date I have requested a bank transfer for 500 euros and the other 500 have disappeared
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7 months ago
I fully understand your frustration, elisagia78. However, I will set the timer for additional 2 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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7 months ago
Dear elisagia78,
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.
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7 months ago
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Good morning. The situation has not yet been resolved. Payments are always stopped. I had to redo the wire transfer requests for the canceled withdrawals again. I remember that the first one canceled was on March 13th..
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7 months ago
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Good morning.. No movement yet. For update.
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7 months ago
Thank you very much, elisagia78, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.
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7 months ago
Dear elisagia78,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite AmunRa Casino representative to join this conversation.
Dear AmunRa Casino, could you please provide more information about this case?
Looking forward to your reply.
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7 months ago
Translation
Good morning thank you. I have been writing to customer support for almost 20 days. They always tell me that it is a processing but there is never any credit. I'm waiting for a response too. See you soon
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7 months ago
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Good morning! Here's the casino's Easter gift! The withdrawal was canceled for the third time.. And not even credited again... Speechless, I want my money. Now enough with these games
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7 months ago
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The money arrived in the account today!! 🎉🎉🎉🎉🎉 After 3 weeks! You can close the complaint. Thank you!
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7 months ago
Dear Katarina,
Thank you for contacting us.
As the customer received his withdrawal, we kindly request you to close the complaint.
Thank you for understanding!
Best Regards,
Amunra
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7 months ago
Thank you, elisagia78, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
