AmunRa Casino - Player's withdrawal has been delayed due to the card verification issue.

Good day... I am contesting the betting website Amunra because they cannot validate the card in my name... I have sent them my bank statement / bank papers where it is linked to my account... It is a debit card without a name which is linked to a personal account... There is no place where a name is written... however, it is written which account it is linked to and therefore refers to my name... since July 14, I have been battling and I constantly receive the same email which states that the name is required on the card but it is enough to check that it is connected to my personal account... Of course, I deposited using that card but I can no longer deposit/withdraw since there are 1500 euros stuck there in the gaming account... Naturally, for 3 weeks they have been telling me that I have to wait for a response from the competent authority but nothing... they have disappeared ... Can you do something about it? Thank you very much in advance.

Dear Ilbalsa92, 

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that there is no name at all written on your bank card? Could you please specify what kind of card you used for depositing into the casino?

Please forward the documents you provided the casino with to us. My email address is veronika.l@casino.guru.

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

Veronika

I sent her directly the whole conversation I had with them... so we can better understand where Amunra and I don't understand each other... I understand well that they have to do all the possible checks... I hope this mix-up will be resolved as soon as possible... thanks veronika...

Thank you very much, Ilbalsa92, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Thank you very much and have a good day... let's see if we can reach a conclusion

Now I tried to enter the amunra site…. And it says to me that the user is disabled by the Administration...

Hi Ilbalsa92,

I've just reviewed your case and am sorry to hear about your problems with the withdrawal. I will try to help you by contacting the casino. We'll see what can be done if they reply.

In the meantime, can you please specify a few things? Based on your communication with the casino support, you wrote to the casino that the deposits into your account were made by using a card that belongs to your partner Francesca De S***, is this correct? And now you've been trying to withdraw to another card that doesn't have a name written to it, but it is attached to the bank account that is not slolely yours, but a joint account? I can see that the account name contains your name and the name of your partner. The casino also asked you about it in its emails.

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?

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

the Card is linked to a joint account... initially I thought it was in the name of my partner and in fact I had written so if I'm not mistaken in the deposit... I also sent her documents...

then for the withdrawal I always used the same card with his name if I'm not mistaken... once it was blocked I went to the bank and discovered that it was in my name and not my partner's... in any case I sent both my that those of my document partner... I also sent a sheet where all the data of the joint account is expressed and it is written whose card it is...

Surely in the process I also made a mistake in entering the data... but that doesn't mean that I wouldn't like to get to the bottom of this thing... both by withdrawing and by continuing to play on that site

Now I received an email saying this:

Despina (AmunRa)

Sep 5, 2023, 2:53pm EEST

Dear Mr Andrea,

Thank you for contacting us.

We are contacting you to inform you that your account has failed verification in accordance with point 4.1 of our Terms and Conditions.

As a result, the winnings have been canceled and the last deposit will be refunded to your bank account as soon as possible.

Remember that at any time you need our assistance, we will be at your complete disposal so that we can always guarantee the best experience ever.

Best regards,

AmunRa.com

now I want to know what didn't pass the check...since I sent him every imaginary possible data

Dear Ilbalsa92, I believe the casino may be referring to this rule in the terms:

Can you please check what cards you used to deposit? Was it the card that belonged to you, to your partner, or to your joint bank account? We need to know it precisely.

Please, keep in mind, that it is forbidden to use payment methods that don't belong to you. It is an industry standard and is considered fraud in all online casinos.

So the card is associated with my name... with my joint account... but associated with my name... if he writes me the email I'll send him the photo where everything is shown... of course I had sent it to them too...

Dear Customer,

Thank you for reaching out to us.

We would like to inform that your account has been successfully verified.

In order to request withdrawal, please let us know or contact our customer support via live chat.

Kindly be informed that the withdrawal will be carried out as per the VIP limits of your account.

Thank you for your patience!

Best Regards,

Amunra

Thank you for the reply, AmunRa Casino.

Dear Ilbalsa92, can you please check the status of your account? Are you able to request a withdrawal now?

It tells me that I have to wait for a bank transfer of 20 euros in my favor, I don't know the reason, it's because I should withdraw later... I tried to cancel it but it won't let me do it... enter the account and play yes... but not withdraw yet

Dear Customer,

In order to review your query and assist you in withdrawal, Could you please provide us the screenshot of the error?

Thank you for understanding!

Best Wishes,

Amunra

Good morning... yesterday it seemed to work but the daily withdrawal was sent back to my gaming account and the withdrawal was cancelled....I don't understand why

I tried again to withdraw the 500 euros... let's see if this also sends it back to my gaming account

Dear Ilbalsa92, please let us know if you have any updates.

Good morning... nothing always comes back to my gaming account and I can't withdraw... I get an email saying that the withdrawal has been taken care of but after 2 days it always comes back to my gaming account

Dear Ilbalsa92, do any errors pop out when you request a withdrawal? Or do you just see that it's first pending and then the status of the withdrawal changes to canceled/rejected?

Dear AmunRa Casino, can you please check if there are any problems with the payment processor or if your financial department has canceled the withdrawal requests?

Nothing always comes back to my gaming account and it doesn't let me withdraw them... I deleted the cache and history at the request of the support chat but it doesn't work... what I don't understand is that the 20 euros deposited at the time which they then gave back to me before writing here they credited them to that card... and instead I don't want to withdraw what I want...

I tried again now... I get the email with the withdrawal notification... from the site and then after 2 days it comes back to my gaming account...

Dear Customer,

We apologize for the inconvenience caused to you.

We would like to request to send us your following bank details via email at support@amunra.com in order for us to make a manual withdrawal from our side.

• Full Name (please include all names including middle names)

• E-mail

• Bank Account’s Owner name

• IBAN

• BIC

• Bank Name

• Bank location (Country)

Thank you for your understanding!

Best Regards,

Amunra

I have sent you all the details you requested... let me know once the bank transfer has been made, thank you for your understanding and have a good day

Dear Ilbalsa92, please, let us know when you receive any further updates from the casino regarding your withdrawal.

Dear Customer,

Thank you for providing the necessary information.

We will inform you as soon as the withdrawal is processed.

We sincerely appreciate your patience!

Best Regards,

Amunra

Dear Ilbalsa92,

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.

Dear Natalia,

We would like to inform that the withdrawal was successfully paid on 22.09.2023.

Therefore, we consider the case to be resolved.

Thank you for your understanding!

Best Wishes,

Amunra

Hello, good morning, yes... the bank transfer has been made and the case can be closed and resolved... thank you very much and have a good day

Hi everyone, sorry for the late answer. Thank you very much for the responses.

Dear Ilbalsa92, 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,

Natalia

Casino.Guru