The player from Greece had had a pending withdrawal since 17th December. Despite the casino's standard withdrawal time of 1-3 business days, the withdrawal had not been processed. The player had made several deposits, but the casino hadn't asked for profile verification. After a lengthy discussion and multiple document submissions, the casino had deemed the player's documents as modified. The player had insisted that his documents were not modified, and after a few more interactions, the casino had finally verified his account. The player's withdrawal had been processed and deposited into his account. The issue had been resolved successfully.
AmunRa Casino - Player’s withdrawal is delayed.
Amount: €500
AmunRa Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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10 months ago
Translation
I've been asking for a withdrawal since Sunday night, 17/12. Today it's already Thursday, 21/12, but my withdrawal still has not been arranged. In conversations, the casino staff are only giving me generic responses and telling me to wait, even though they're supposed to handle withdrawals in 1-3 business days. I'm very afraid that I won't see my money. I've made several deposits there. They're all taken properly. What can I do to get my money? Also, they haven't asked me to verify my account yet. Thank you.
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10 months ago
Hello tranquillitydark88,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with AmunRa Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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10 months ago
Translation
Good evening, winnings are from real money, not from bonuses. Today I spoke with them again, they told me to wait, that they say something different every day. I haven't been asked for account verification yet. I ask for the identification so that there is no pending issue and they tell me when you are asked.
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10 months ago
Hello tranquillitydark88,
As the recommended time frame has not pass yet, please let us know by next week if there's been any update.
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10 months ago
Translation
Unfortunately it is obvious that they do not want to serve me to get my money. They have been asking me since yesterday to identify my account. I send what they ask for and then they tell me they don't want what they want but . That is, for example, they tell me a file of account movements in pdf and then they say I want the prototype. It is obvious that they want to spend the time I have to identify my account with such excuses so as not to get my money. For example, they reject the card even though I sent it as it should. Is there a government agency in Greece that I can turn to? Who gives a license from Greece, for example, to this company to have a license? I should go there so they can see if they intervene and find my right. All this for €500. When I deposit there there is no problem. What are we living?
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10 months ago
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Unfortunately, people clearly showed their intentions. They didn't accept the documents I sent and now they cut my access to my account. It gives me a message that someone got into my account, that is. And somehow while I have made a deposit I cannot get my withdrawal. In other words, there is a company that makes fun of him. World, to say nothing more serious. And what is the Greek state doing? How does it protect me? How does it allow them to accept deposits from players in Greece but not give withdrawals? Someone has to do something and stop them. Well, I already forgot my money. Just a shame. And you here write good reviews about them? Should others step on it?
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10 months ago
Hello tranquillitydark88,
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please keep in mind that all the documents have to be provided even if the casino request them multiple times or in different formats and it is a common procedure to block the player's account until the verification is finished.
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10 months ago
Translation
This process has been going on for at least ten days. They have accepted proof of address while I had sent it three times, they rejected it twice and now they accepted it, the same thing we are talking about. To understand what situation we are talking about. And the identity card was accepted. They didn't accept my card and they are asking me for bank account statements in a pdf file of the last three months, here they send exactly what they want and they don't accept it, so what should I send? All this is done, I say again, to pass the time limit I have to settle my account, which I think is 30 days, so that they can cancel my withdrawal. It's clear . You ask me for something, I send it to you and say, I don't want this, so how ridiculous is it? Can you help me get my withdrawal? I don't talk to them, they keep saying the same thing, I sent them an email with a complaint, it's been 6-7 days and I didn't even get a response.
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10 months ago
Translation
As soon as I spoke with them via live chat I asked why they do not accept the file of movements they request and they tell me to send an email. I have sent an email for ten days and he does not answer at all. Essentially, they ask for a pdf file of bank transactions, I send it, download it from my bank's i bank, and they say we want original, not modified. No one tells me what this means. Will you help me get my money? Do people see what this company that takes our deposits and does not give withdrawals is doing to me? To stay away, to be saved, not to step on her like I did?
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9 months ago
Thank you tranquillitydark88 for all the information provided so far. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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9 months ago
Dear tranquillitydark88,
I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite an AmunRa Casino representative to join this conversation and participate in resolving this complaint.
Dear AmunRa Casino,
Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?
Thank you in advance for providing the information.
Kind regards,
Stefan
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9 months ago
Translation
The casino people routinely reject the identification documents I send without any explanation. In particular, my card, which I send as they request, with the numbers they want covered and the bank account transactions of the last three months. I send exactly what they ask for and they keep rejecting it. This is apparently done to de-identify my account and to not process the withdrawal I have requested since 12/18.
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9 months ago
Dear all,
Thank you for reaching out.
We would like to inform you that in order for the verification to proceed, we need the customer to provide us with the following:
- Transaction history (bank statement) from your bank for October,November and December in original, not modified PDF file, showing all transactions made from your account in that period. All incoming and outgoing transactions should be visible, including the deposits to us.
The document can be uploaded in the verification section of your profile. We will make sure to check the document with priority when you upload it.
Best regards,
AmunRa.com
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9 months ago
Translation
I would like the casino to reply to me if they would be so kind as to go on. They want a record of bank account movements for the months of October November December in pdf e statement. I at alpha bank do not have the e statement service activated here. It just didn't happen. I spoke with the bank today and they told me that if I activate e-statements today, I will receive account movements in e-statement form from now on. Not from previous months. Therefore I cannot here a file of movements of the last three months in the format you request. Could you accept another similar file that I can provide? Thanks.
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9 months ago
Hello tranquillitydark88,
I have found information on the bank's website that you should be able to request a bank statement from the previous months. Could you try to contact them via phone or go directly to the bank?
Please, let me know once you do that.
I'll be awaiting your reply.
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9 months ago
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Today I will ask the bank for confirmation of transactions for the months that the casino wants. It is an official document and I hope the casino will accept it. I will pay €7 for the application, I mention it simply to show that it will be an official document. It will be here in 3-5 working days according to the bank.
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9 months ago
Hello tranquillitydark88,
Thank you for your fast response and the information provided.
Please, let me know once you provide the casino with the documents.
I'll be awaiting your response.
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9 months ago
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Half an hour ago I received the document from the bank. I sent it to the casino. Again, this is an official document that I received from the bank after payment. I hope the casino will accept it and my account will be identified and the withdrawal I requested on 12/18 will be settled!
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9 months ago
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They just canceled my document. I don't live this. It is an official bank document, it states within three months what the casino wants and my dealings with the casino can be seen. I can not anymore . Can you help me? I want the withdrawal I requested, the casino will create permanent problems for me to not get my withdrawal!!
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9 months ago
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I sent the document again and it was rejected a second time.
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9 months ago
Dear Customer,
It appears that the documents you are uploading are still modified. Please, do not modify/edit the files in any way before uploading them to your casino profile.
In order to proceed with verification, we would like to kindly ask you to upload non-modified statements from your Alpha bank account for October, November and December separately for each month.
We will make sure to check the documents with priority when you provide them. Thank you in advance.
Best regards,
AmunRa.com
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9 months ago
Translation
What do you mean modified? I don't change anything, I send them as I received them.
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9 months ago
Translation
I do not process the documents I send, I send them exactly as I received them from the bank. Please. Show good will and identify my account. When I had sent the document for the address I sent it three times and while you rejected it you accepted it the third time. I was sending the same. Now why should there be a problem?
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9 months ago
Hello tranquillitydark88,
Could you provide me with the bank statement? You can send it to my email address stefan.m@casino.guru.
I'll be awaiting your reply.
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9 months ago
Translation
I just sent it to you. It is the file that the casino does not accept because it says it has been modified. I have not tampered with it as I received it, I sent it and it is inside what the casino wants.
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9 months ago
Hello tranquillitydark88,
Thank you for the provided document.
I came to the same conclusion as the casino, the pdf file was modified. Could you provide the casino with the unedited pdf file? You can also send it to my email address.
Thank you very much in advance.
I'll be awaiting your reply.
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9 months ago
Translation
But I don't understand what you mean when you say modified, I didn't mind. As I received it I sent it.
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9 months ago
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I'm sorry, but I don't see anyone willing or willing to help me. I just don't have to identify my account so my withdrawal won't be processed, that's what I understand. Because I do not here the ability to edit a document and modify it. I am sending it as it is and it will simply never be accepted because it has to be. Pity . I am not going to receive the money, at least the world will see what I am doing and not be in my position.
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9 months ago
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Now the casino is asking me to send transactions each month separately through the bank app as it says. And I did. I will also upload the photo so you can see what it says. I sent them . I'm waiting to see why they will reject me once again.
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9 months ago
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They just canceled my documents again. It doesn't impress me anymore. We said I should not take the money I won. When I made deposits there was no issue. They asked me separately file movements for October November December from the application of the bank. I sent them and they didn't accept them again. Isn't it clear now that they only want to cause me trouble?
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9 months ago
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I will say it again although now I have no hope that I will get the money I won. The documents I send to the casino are not modified. They are not processed. I receive and send them directly from the bank. The casino will say they are rigged so I don't get the money I won. So simple. And so that people understand that the casino has no intention of serving me I will say the following. In order to identify the part of the address, I sent them a current form, which they did not accept. Then I sent a paper internet bill which they didn't accept again. Then I sent again exactly the same current form that I sent and they canceled it. And they accepted it!!! Exactly the same!!! But now they will just say that the documents have a problem!! Play your money lose us but if you dare to win they will tell you that your documents have a problem when they don't so you don't get your winnings !!
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9 months ago
Dear Customer,
Thank you for your message.
Once again, we would like to inform you that we can't accept edited/modified documents for verification. In order for us to proceed, we would like to ask you to provide us with separate Alphabank transaction histories for October, November and December.
Best regards,
AmunRa.com
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9 months ago
Dear casino once again i explain to you that the files i send are not modified/edited . I send Friday seperate Alphabank transaction histories for October, November and December. From my internet banking application. As you ask . Please verify my account. Thanks .
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9 months ago
Translation
The documents have not been modified. I downloaded them from the app as requested and you keep rejecting them. Come out full and admit how you will never accept them even though I send you asking for it all to end.
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9 months ago
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I just sent the documents again. I won't send them again, I'm tired. You will reject them again I know. I will not receive my earnings, I have made a decision now and no one can help or want to. There are no modified documents. You christen them like that. You may have a license in Curacao but since you are accepting deposits from Greek tax paying citizens like me the Greek state should do something about it and that is what I will address now. I stepped on it, I lost my money, I never received my profits because that's what you want, but the state should protect its citizens from companies like yours. I hope I can figure it out and the others will be spared.
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9 months ago
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I just talked to the bank. The documents I am sending have confirmed that they are not humanized. Do you want me to go to a lawyer or a notary to get a certificate that the documents have not been tampered with? Please identify my account.
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9 months ago
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Can the casino answer me in her mind please? When they identified the part of the address I sent a current document that was not accepted for what it was modified you said. Then I sent an internet document. You didn't accept it again. Then I resent the same stream form that you didn't accept initially and you accepted it. How did this happen ? How did you accept a document that you initially rejected? And now don't you see the moves? Tell the world the truth so they can see it. I should not take the money I earned so simple.
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9 months ago
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Good morning .I just visited a bank branch I spoke to the manager and he laughed when I mentioned that the documents I am sending you are modified. The documents are not modified or edited and I wonder why even the guru here said they are. Can you finally settle my account?
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9 months ago
Hello tranquillitydark88,
Could you provide me with the monthly bank statements? You can send it to my email address stefan.m@casino.guru.
I'll be awaiting your reply.
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9 months ago
Translation
I sent them . My bank saw them yesterday when I went to the store and they said they are not modified or processed. Thanks
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9 months ago
Hello tranquillitydark88,
I have reviewed all the provided documents, and they all seem to be modified. We cannot investigate further unless you send us unmodified documents.
I'll be awaiting your reply.
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9 months ago
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My account has been authenticated. My documents were not modified. I have requested a withdrawal from the casino and am waiting for it to be processed.
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9 months ago
Hello tranquillitydark88,
Do I understand the situation correctly that your account was verified by the casino?
I'll be awaiting your reply.
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9 months ago
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Yes, it was verified. I am also sending a screenshot. The thing is that the casino canceled my withdrawal that I had made the 500€ and when I played and lost it and my account had zero then it accepted my documents which it had rejected ten times !!! Random, right? The documents that you also say were problematic but in the end the bank was right and they were fine! At this moment I have requested a withdrawal from the casino of new winnings. I hope to receive them.
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9 months ago
Hello tranquillitydark88,
Could you state if your withdrawal request was already processed?
I'll be awaiting your reply.
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9 months ago
Translation
No my withdrawal request has not been processed yet. Thanks.
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9 months ago
Dear AmunRa Casino,
Could you state if the player's withdrawal request will be processed promptly?
Looking forward to your response.
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9 months ago
Translation
The money just went into my account. I think it can close the issue in a positive way. I would also like to thank you for your help and the casino that lived up to its standards and I received the money without issue, even with a delay, to be fair.
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8 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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8 months ago
Dear Stefan,
As it can be seen from the complainant's latest reply, the case can be considered resolved.
Best regards,
AmunRa.com
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8 months ago
Hello tranquillitydark88,
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,
Stefan, Casino.Guru
