AmunRa Casino - Player's withdrawal is delayed due to document issues.

Hello. I deposited 513.07 Euro into the casino and I managed to win 96.71 Euro. Now my account is 609.78 Euro. But as soon as I requested a withdrawal, problems started. They ask me for a document - which I do not have. I have already sent them my passport, my driver's license. And also a residence permit. While my documents were being checked, my residence permit expired. Now the Casino requires a new residence permit document with a new validity period from me, while they refuse to take my passport and driver's license into account. I have no way to get a new certificate yet. Please help me get my money back. I have been corresponding with them for three months, but the Casino still refuses to pay out the money.

Dear yevhen100100,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with AmunRa Casino.

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.

Please allow me to ask you a few questions, so I can better understand the situation. 

• When exactly does your permit expire and why can't you get a new valid one?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

My residence permit expired in March 2024. I have repeatedly contacted the police to issue me a new document. I was refused because citizens of Ukraine do not require additional documents to reside in Germany. In addition, I sent the Casino an extract from the law. But it is profitable for the Casino to request a document that I do not have. I have not been able to get the truth for the fourth month. I even asked the Casino to close my account and return my money, to which they replied that first I need to lose all the money in the account. This is of course unacceptable.

I also sent a statement from my bank indicating the address twice, for June, then for July. Two passports and also a driver's license. I also sent them a statement from the city hall about registration. But the Casino still refuses to pay me my money.

Thank you very much, yevhen100100, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear yevhen100100, 

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.

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.

Hello. It's a pity that the casino doesn't respond. I'm still waiting for an answer.

Dear all ,

In order to proceed with the verification of customer account he has to upload a Valid Resident Permit . The one customer presents is expired and he would have to upload valid one .

Customer can stay without residence permit for 90 days . after this period has passed, he is obligated to apply for residence related document.

As those affected have no influence on how long the authorities need to process an application for a residence title, it is sufficient to apply within the 90-day period in which you are legally authorized to stay in Germany without a residence title.

Customer can find out in good time on the website of the city or foreigners authority in the place of residence whether you need to book an appointment for this or whether you can submit the application for the residence permit online to meet the deadline.

Once the application has been submitted, the status of ‘permitted residence’ is maintained until the decision on the application has been made. A so-called fictional certificate is issued.

So we kindly ask the customer to provide this "fictional certificate" so we can proceed with the verification of his gaming account. 

We hope this clears things up for you.

Best Regards,

AmunRa Team

Dear AmunRa Casino,

thank you for your message.

Dear yevhen100100,

would you be able to comply with the casino's instructions, please?

Hello. I have already answered the casino many times that I am refused to receive a new document "Residence Permit" - arguing that a reissue for citizens of Ukraine is not required, and the current document "Residence Permit" remains valid. Additionally, having provided the casino with an extract from the law. I do not have the opportunity to provide a "New Residence Permit". I have provided many other documents: such as a bank statement, a utility bill, a driver's license, a Ukrainian citizen's passport ... The casino refuses to pay me my funds because of this document. This is just a nightmare, I have not been able to get my money for the fifth month!

Dear yevhen100100, 

thank you for your reply.

Dear AmunRa Casino,

Yevhen100100 provided multiple identification documents, cooperating fully with your requests to his best ability. Will you be able to accept this extraordinary circumstances and approve his withdrawal, please?