The player from North Rhine-Westphalia had won 640 Euros at Amunra Casino but then faced withdrawal delays due to repeated verification requests. Despite providing the required documents, including difficult ones, the casino continued to delay the process. We contacted the casino, which requested additional documents, including a valid German visa and Paysafecard transaction history in PDF format. The player faced technical issues uploading the documents and ultimately had his account deactivated. As the player did not respond to our follow-up messages, the complaint was rejected.
AmunRa Casino - Player’s withdrawal is delayed.
Amount: €640
AmunRa Casino
Safety Index:HighSafety Index
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8.9
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
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6 months ago
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Dear Sir or Madam,
I have read that you might be able to help me as I am really desperate right now. I won 140 Euros once and then 500 Euros at Amunra Casino. I had already been verified and had some luck on my side back in December, which was also paid out without any issues. After a few days and problems with the supposed finance department, I was instructed yesterday to verify myself again. This just looks like an excuse to withhold or delay my winnings for some reason. They asked me to provide all transactions from 1.2.2024 to 10.3.2024, even though it has absolutely no connection to my deposit a few days ago. Then they simply refuse to accept that my debit card is a virtual PayPal MasterCard and demand a picture of the back. There are many other things they require that are really difficult to provide. However, I tried to send everything. Unfortunately, nothing is happening recently despite my efforts, and I have screenshots of everything, including the chat logs with support. I am begging you, please help me.
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6 months ago
Hello jeffdeniro117,
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 since when exactly is the verification process ongoing? Which exact document did you provide to them? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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6 months ago
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Of course. I just wrote to the casino support. And unfortunately the status has been in processing since yesterday morning. Before that I was verified, which was less than 6 months ago, when I received my first payout on around December 25th, 2023. Then I was in the payout phase for over a week... then I got an email saying that they congratulated me on the first payout of 140 euros, which has not yet been received in my account. 2 days later I tried to withdraw 500 euros and suddenly I was no longer verified.
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6 months ago
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the money never arrived in my account
As you can see, they simply want to see all transactions from February 1st, 2024 to March 10th, 2024, even though I neither won nor wanted to withdraw anything during this period, then from the whole of March, even though this period again has nothing to do with the deposit transaction, neither winnings nor withdrawals. They rejected my debit MasterCard from my Paysafe account, which is virtual and has no back, and they don't understand that the card is virtual. I explained it to support, but since I can see that they are trying by all means to delay the withdrawal, I strongly suspect that it will be rejected and I will have to explain it again tomorrow for nothing. It is exhausting to beg and plead for justice... I hope I was able to describe the information properly to you and if I have forgotten to add something, please let me know. Thank you very much for taking the time and effort to help me. Thank you!
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6 months ago
Hello jeffdeniro117,
Could you please advise if you did forward them the requested documents? Please note that it is a completely common request as the casino may request it to check the source of income of the player.
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6 months ago
Dear jeffdeniro117,
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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6 months ago
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I have submitted all documents and my verification has been in process since 03.06.24 until today
You can see for yourself that I wrote an email to support this morning. I am honestly shocked by the behavior of the casino (amunra Casino). I have always paid in honest money and now when I win they pull this stunt. Really sad. I will also show them the email that I wrote today in desperation. I urgently ask for your help.Automatic translation:
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6 months ago
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I sent the email to the support of amunra Casino this morning but I haven't received a response. And the chat just fobs me off, apparently they can't ask the finance department, just harassment and obstacles in the way of my payout.
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6 months ago
Thank you jeffdeniro117 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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6 months ago
Hi jeffdeniro117,
I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino and we'll see what can be done when they reply.
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? Would you please specify if you have already received all the requested documents from the player?
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
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6 months ago
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First of all, thank you for your help and efforts. Yes, of course I tried to set up all the documents that were asked of me. Only that I was asked for things or documents that do not exist. Firstly, that I paid in using my Paysafecard account and that I deposited a virtual MasterCard from a Paysafe account. This card only exists digitally and not as a plastic card. They wanted to see this despite me repeatedly pointing out that the card is digital and that I sent in all possible image material. Then they want to see all transactions from February 1st, 2024 to March 10th, 2024, even though the virtual MasterCard, i.e. the digital Paysafecard account with the virtual debit MasterCard, was only created or opened by me on February 27th, 2024. Unfortunately, these are things that are impossible to do because it is not possible. In addition, all the other documents that I had uploaded since June 1st, 2024 are unfortunately still being processed for review. 19 days, but I noticed that every online casino usually checks it within 24 hours. This is really just harassment to give up. Or to force you to your knees. Please help me, I really have no idea or, to be honest, no other options other than to really give up. Thank you very much
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6 months ago
Dear Customer,
Thank you for reaching out.
Unfortunately, you keep providing us with an outdated certificate of application for a residence permit and transaction history as screenshots or scans.
In order for us to proceed with verification, we are waiting for the following documents from you:
- ID (valid visa/residence permit from Germany).
- Paysafecard transaction history for 01.03.2024-01.06.2024 in PDF format.
- Proof of ownership for card ***2578 from the bank (preferable in PDF format).
Please note that we need a valid identity document issued by Germany and transaction history as a PDF file. We will make sure to check the documents with priority when you send them.
Best regards,
Customer Support
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6 months ago
Thank you for the details, AmunRa Casino.
Dear jeffdeniro117, let me know if you have the requested documents in the right formats. Can you send them to the casino to enable them to proceed with your case?
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6 months ago
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Thank you very much, something is actually happening. This time they accepted my virtual MasterCard from Paysafe Account but rejected my identity with my ID card from Morocco. I tried again with my passport and it is being processed. Just like the transactions from 1.3.-1.6, this time they also started processing the PDF, before that I couldn't upload anything. I hope it works. I will of course keep you updated.
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5 months ago
Dear jeffdeniro117, could you please specify if your passport has a valid German visa or if you have any other document such as a temporary/permanent residence permit card to prove your German residency?
Have there been any updates since you uploaded the new files?
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5 months ago
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Good day, I have submitted everything but unfortunately I only have a temporary residence permit or a fictitious certificate. However, my passport and my ID card from Morocco have my registered address on them because the documents were created in Germany, Düsseldorf, Moroccan consulate.
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5 months ago
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And the current fictitious certificate
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5 months ago
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good day first of all. and thank you very much for your help. They accepted my fictitious certificate or residence permit but they don't accept the PDF file with all transactions. I don't know why
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5 months ago
Dear jeffdeniro117, could you please send me the PDF file for the Paysafecard transaction history you shared with the casino? I'll have a look to check what the issue may be. Please, send it to my email at natalia.b@casino.guru
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5 months ago
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Good morning
I apologize again for the negative message that they have again downloaded my transaction list from my Paysafecard account as a PDF. The PDF file contains all transactions from 01.03.24 to 31.05.24. It is so bad that I can't upload anything else. 
you can see that the file is not larger than 10 files or 5MB and yet it no longer accepts my file after several attempts that were not accepted
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5 months ago
Dear jeffdeniro117, have you managed to upload your transaction history document after your last message?
Do I understand correctly that you were trying to upload one PDF file, though the error said that you were trying to upload 10+ files?
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5 months ago
Dear jeffdeniro117,
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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5 months ago
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Yes, then they wanted my ID or my residence permit, which I did and today my account was deactivated by the administrator for no reason.
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5 months ago
Dear AmunRa Casino, could you please specify why the player's account was deactivated?
Is it possible for the player to provide the missing documents via email? As you can see in the earlier posts, the player claims to have encountered some technical issues that enabled them to upload the document you requested (Paysafecard transaction history in PDF).
Dear jeffdeniro117, let me know if you have also provided the casino with another requested document - Proof of ownership for card ***2578 from the bank (preferable in PDF format).
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5 months ago
Dear Natalia,
Thank you for reaching out.
Please be informed that we sent you an email to natalia.b@casino.guru. Looking forward to your reply.
Best regards,
Customer Support
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5 months ago
Thank you, AmunRa Casino.
Dear jeffdeniro117, can you please send me the same pictures of the residence permit you sent for the KYC to the casino (front and back) for our internal analysis? You can send them to my email address natalia.b@casino.guru
