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?

Dear all,

Kindly note that we are checking the request with relevant department and we would notify you as soon as there is resolution.

Best Regards,

AmunRa Team

Dear casino, please note that you have been checking my question since June 10, 2024. How much more time will you need? Why do you treat your customers like this?

Hello yevhen100100,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear AmunRa Casino,

I trust that you have had sufficient time to address this matter. Could you please provide an update on your conclusions?

Dear all,

We would like to point out that all of the documents that the customer had provided were issued in Ukraine, with which we cannot verify his gaming account.

In order to proceed with the verification the customer needs to provide a German issued ID document such as Residence Permit/ Driving License or Visa which can confirm he is legally living in Germany.

Best Regards

AmunRa Casino

Dear casino, I am unable to provide you with a German residence permit, as I have already explained to you multiple times. I have sent you other documents: a registration certificate issued by the city hall, and I have provided utility bills confirming my address. Please give me my money back!

Dear yevhen100100,

We are unable to verify your gaming account without German issued ID document  which can confirm that you are legally living in Germany. The permit you had provided is expired and we cannot verify your gaming account with it.

We would like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:

5.1  You must provide us with all information that we may request in order to manage your account, verify your identity or the source of the funds deposited to your account. This includes (but is not limited to) properly certified ID, proof of residence, proof of ownership and transaction histories of the payment methods used, including bank or credit/debit card statements etc. 

Best Regards

AmunRa Casino

Hello yevhen100100,

I am currently discussing your case outside this thread with a casino representative. Please remain patient and I will keep you updated as soon as I have any news.

Thank you. I look forward to hearing from you.

Dear yevhen100100,

Thank you for your patience.

We want to let you know that your gaming account is now verified and you can login and request withdrawal.

If you have any additional questions don't hesitate to contact us.

Best Regards

AmunRa Casino

Hello. Verification is now complete, thanks "casinoguru". I ordered a withdrawal of funds, two days have passed, the money has not been paid. As soon as the payment is processed, I will write here.

Hello yevhen100100,

thank you for your message. This complaint remains open until you confirm the arrival of your funds. Please, keep us updated.

Dear yevhen100100,

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.

Hello, dear "casino guru". I received the first part of the funds. And I ordered the second part of the funds to be withdrawn, since the casino withdraws a maximum of 500 EURO at a time, and the payment occurs once a week. As soon as I receive the rest of the funds - I will definitely write here. Once again, thank you very much for your help!

Dear yevhen100100,

thank you for the update. I will now await your confirmation regarding the receipt of the remaining funds.

Hello dear "Casino Guru". I finally received the payment from the casino "Amura". I would like to express my deep gratitude to you for your help in this matter. The dispute can be closed.

Dear yevhen100100,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Katarina

Casino.Guru