The player from Italy had had issues with his withdrawals at AmunRa Casino, particularly with amounts over €2000. His recent withdrawal request of €500 had been cancelled multiple times. Despite his attempts to communicate with the casino, he had not received a satisfactory response. His account had not been verified, and there had been confusion about whether verification was necessary. The player had reported that he was unable to use the live chat feature and was only receiving automated responses to his emails. The Complaints Team had suggested he waited for 14 days for the withdrawal to be processed and kept the complaint open for further updates. The casino had not responded to the complaint. After a month, the player reported that he had received his money and the complaint was marked as 'resolved' by the Complaints Team.
AmunRa Casino - Player's withdrawal request has been cancelled.
Amount: €500
AmunRa Casino
Safety Index:HighCase closed
RESOLVED
Case summary
Hello, today my withdrawal was cancelled and I haven't received any money. Despite reaching out multiple times, I've still not received an answer. I've read many negative things about this casino, especially regarding withdrawals above 2000€. Now, it seems even with withdrawals of 500€, they don't send any money.
(I've already done everything I could, I hope you can help me) I requested another withdrawal but I'm tired of having nothing but problems with this casino. Oddly enough, they cancel it on Thursday so that I have to wait through Saturday and Sunday.
Hello skuk181,
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
hi, regarding the €2000 factor, I meant to have read things similar to what happens to me but always higher than €2000, my problem is €500, my account is not verified but in the "verification" section it says that my account is not it needs verification, the money is real I haven't used the bonus, the latest emails with the casino show that they are not made by real people because I was asking why they canceled my withdrawal after telling me "everything is fine" and the answers were relevant only to the withdrawal that I asked again afterwards (since they canceled the first one I asked for another immediately after), the answers always "wait 3/5 days", it is my first withdrawal request but it seems very strange to me that everyone have this problem and it can be solved just by writing here, I can't use the live chat, it only makes me connect with the bot (which never answers 1 single question well)
every day since I asked for the withdrawal I sent emails asking if documents were needed and if everything was fine, the replies "we are happy to tell you that everything is progressing well, wait 3/5 days..." and in the end nothing
Hello skuk181,
If the withdrawal is currently pending, please be sure to wait at least 14 days for the money to arrive. Let us know in case of any changed or update.
Regards,
Nick
ok but you can keep this request open (there chat with you)
they canceled my withdrawal again it was 18 days after the first withdrawal that they canceled 3 withdrawals I requested that they all be canceled (and each time they told me that everything was being processed perfectly)
Thank you skuk181 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
Hi skuk181,
I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. 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 what were the reasons for canceling withdrawal requests? Does the player need to verify their account first?
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
they canceled another withdrawal, I requested another one (I'm on my 5th/6th withdrawal and they canceled them all)
they told me yesterday to change the withdrawal method, now they have to make me a bank transfer, I'll keep you updated
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.
case resolved I received the money (after 1 month but at least I received it)
That's a great news skuk181, I'm glad to hear that your issue has been finally 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,
Natalia
Casino.Guru
