HomeComplaintsAmunRa Casino - Player’s withdrawal has been delayed.

AmunRa Casino - Player’s withdrawal has been delayed.

Amount: €390

AmunRa Casino
Safety Index:High
Submitted: 02 Aug 2024 | Case closed : 15 Aug 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 months ago

The player from Spain had requested a withdrawal, but the payment timeframe of 3 to 5 business days had passed. Despite having contacted the casino via email and chat, the player only received excuses regarding the financial department, and the withdrawal status remained pending. The complaint had been kept open for an extended period to allow for processing, but the player did not respond to further inquiries. As a result, the complaint was rejected due to lack of communication.

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3 months ago
Translation

I requested a withdrawal of funds, and the time frame they state for the payment (3 to 5 business days starting the day after the withdrawal request) has already passed. I have contacted them via email and chat, and they always provide some excuse regarding the financial department. However, my withdrawal status remains pending, and my money hasn't arrived. Can you help me?

Automatic translation:
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3 months ago

Dear cynzs, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

  • Could you please advise when exactly you requested this withdrawal?
  • Have you made any successful withdrawals before?

Thank you in advance for your reply.

Best regards, 

Kristina

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3 months ago
Translation

Good morning

I requested the withdrawal last 07/25. According to the withdrawal policy, you should receive the money between 3 and 5 business days counting from the day after the withdrawal request, excluding weekends and holidays. This period has already passed, but the status is still pending. I talk to support and what they tell me is that there are financial delays, that it is at the end of the month, etc. but no one gives me any further solutions. It's the first time I retire with them

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3 months ago

Thank you for your reply, cynzs. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

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3 months ago
Translation

Okay…I'll keep waiting. I will keep you informed.

all the best

Automatic translation:
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3 months ago

Dear cynzs,

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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3 months ago

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.

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