The player from Germany has requested three withdrawals almost two weeks ago. They have been pending since. He has received his winnings.
AmunRa Casino - Player’s withdrawals have been delayed.
Amount: €3,000
AmunRa Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
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Case summary
2 years ago
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2 years ago
Translation
Hi Guys,
this casino is not fair to you.
13 days ago I deposited around € 700 - and won without using the bonus, now there have been € 3000 for 13 days (3x € 1000 on the transaction list), the first email came after 2 days, verification = no problem - the documents were sent immediately were accepted in every other casino without any problems.
even the payout was split into 3 variants Paysafe Skrill and bank - so were the deposits.
According to the casino, the verification duration is 3 working days, the last two times an email always came about 30-50 minutes before the expiry, an additional document is required, which I also sent immediately! It really couldn't be more transparent.
In the second email, additional Paysafe and Skrill statements were requested, I then contacted support, kyc, and live chat in the next 3 days, at least 15-20x, and always asked because only these documents are required, the bank documents should be okay, there was not a single answer - only from the live chat "wait for an email". The third e-mail came 50 minutes before the deadline, another document from the bank is required ... that is now 3 working days and today with them ... I ask again a number of times - then the others should be okay and they could be at least . Start withdrawal of € 1000.
Answer: Your documents are being checked. Wait for an email.
I took photos of everything saved! I have now found many other reviews too 90% have the same problem.
why do they do that?
I set limits right after the payouts so I am guaranteed not to gamble away the money.
I contacted mga - nothing happens - Amunra continues his way without restriction.
Can you help me please.
Thanks and regards
sven
Automatic translation:
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2 years ago
Dear Sven,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if they were your first withdrawals in this casino? Do I understand correctly that your payments are still pending inside the account without being processed?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawals approved, I truly believe it’s only a matter of time before you’ll receive them. Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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2 years ago
Translation
Additional comments from the player:
"Hi folks, thank you for writing to Amunra casino, today I received the email congratulations, your account has been verified.
Now I log in ... Payouts are not processed - they can take another 3 days, if we have not processed your request within this time, we reserve the right to postpone and reschedule them ... LOL
I can no longer use the live chat and I don't answer emails anyway.
So keep waiting.
Thanks and regards
Sven "
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2 years ago
Thank you very much, Sven, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Translation
Amunra German
Chat transcript
Hi SM,
We are sending you the chat transcript you requested.
| name: SM
| email: ...
SM (19:35:30): 1st payment not made despite multiple confirmations
SM (19:36:03): Or does it still come even though the finance department is no longer working? Or after German time until 8 p.m.
Mark (19:40:12): Welcome to our customer service!
Mark (19:40:15): Let me review your question. Please wait a few minutes with me.
SM (19:40:22): Ok
Mark (19:43:19): Thanks, the screenshot is not required
Mark (19:43:29): The payout was scheduled for July 14th
SM (19:43:51): No, wait
SM (19:44:25): Would you like the email from support where it says 13.07
Mark (19:44:39): Just a moment
Mark (19:47:51): The execution date has been postponed by the finance department.
SM (19:48:37): 1. why
SM (19:48:42): 2nd on 14.7
SM (19:49:02): 3. why not the other two too
Mark (19:50:02): The finance department is currently unavailable. I would ask you to contact us tomorrow to clarify this or to send an inquiry via email
SM (19:50:33): The answers don't
SM (19:51:20): Why can't you help me as support or tell me why I am unfairly not paying out in a timely manner
Mark (19:51:42): Because your request is supposed to be reviewed by the finance department, which is currently unavailable
SM (19:52:02): Right now means today
SM (19:52:12): The answers never, what do I do now
Mark (19:52:41): Now, I would ask you to wait for an email from our finance department regarding the processing of the payout.
SM (19:53:32): As support, I ask you to help me and not always postpone me for weeks
SM (19:54:08): I also wrote an email this morning and this noon
Mark (19:54:31): Can you please clarify your request?
How can I help you?
SM (19:54:52): I'd like to summarize it briefly
SM (19:56:17): It took you a long time with the verifications, I was supposed to send a lot more documents than in any other casino before.
Mark (19:56:32): Your account has actually been verified
SM (19:56:39): Unfortunately 1/10 emails are only answered
SM (19:57:12): Yes, but it took a long time, well done. But now, for more than 2 weeks, 3 payouts have been made correctly
SM (19:57:42): Why are those that have been on hold for so long not processed immediately after verification
SM (19:58:15): Why am I being told in 2xLivechat today and by email about 1000 € trustly come today
SM (19:58:40): Then I ask why not the other 2 with 1000 € each - no answer - from anyone
SM (19:59:11): And now means the payout will be postponed to 7/14/21? Is it safe?
SM (19:59:34): And when can I expect the other 2 - the Paysafe is an ewallet should go immediately
SM (20:00:06): Assuming you were now in my place, what would you do thinking?
Mark (20:01:12):
We apologize for the waiting time.
The chat volume is currently quite high, so the process of editing it takes a little longer.
At the same time, we will do our best to deal with your request as soon as possible.
SM (20:01:41): That's what I mean - a standard template answer
SM (20:02:15): Why don't you answer my questions explicitly
Mark (20:04:42): Just a moment, one more time
Mark (8:04:45 pm): I'm about to do it
SM (20:04:55): Ok
Mark (8:07:12 pm): Yes, the payout has been postponed to 7/14/21 by the finance department. In order to clarify this question, I was asked to send a request via email
The next dates will be known after the first payout has been made
SM (20:07:32): Ok
SM (20:07:36): Thank you
SM (20:07:43): Have a nice evening
Mark (20:07:46): Stay safe
SM (20:07:54): Of course
SM (20:08:00): Likewise
If you have any additional question please do not hesitate to contact us via Live Chat.
I had sent the 2 screenshots in this chat, I also sent emails as he said, but nothing happens. Are all 3 still on unprocessed.
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2 years ago
Translation
To be added:
that they really say we make a payout first and when it has been processed you will be informed how it will go on with the other two ... why ????
I already have a folder with about 20 live chat copies, 25 emails to support, 3 to kyc
mga, thepogg, n1
and they just continue to pull their unfair manner wrongly!
Automatic translation:
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2 years ago
Email von montag 12.07.21:
Hi SM
Thank you for contacting Amunra Support Team.
I apologise to answer in english , but there arent currently german speaking agents available.
We are doing our best to to process you payout the fastest possible. Kindly we informed that your next cashout is planned for 13.7.2021.
Thank you for your kind co-operation and patience on this matter.
If you have any additional questions please do not hesitate to contact us via email support@amunra.com or via Live Chat.
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2 years ago
Hello Sven,
I looked at your complaint and will do my best to help you. I would like to invite AmunRa Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
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2 years ago
Für heute war sie versprochen (1. Auszahlung)
und was kommt:
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That is not correct what are you doing
17:58
I have forwarded the request for them to handle it as soon as possible.
17:58
Mark (19:43:29): Die Auszahlung wurde für 14.07 geplant
SM (19:43:51): Nee warte
SM (19:44:25): Möchtest du die email vom Support wo drin steht 13.07
17:58
Please, note that that the Company reserves the right to make payments according to individual schedule, set the minimum and maximum amount per one transaction and the time for this transaction, which may differ depending on the withdrawal method, your account level or other relevant factors.
You take money fast and withdrawals take soooo long
No what are you doing here waiting so long
17:57
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17:57
I will request the colleagues to check it and proceed as soon as possible.
I have got emails for 13.7 and then for 14.7
17:56
No!!!
17:56
The date I see on your account is July 15th, tomnorrow
Your finace works till 18 right?
Normally yesterday - but definitely today
17:54
Support and Livechat promised it for today
A moment, please
17:54
Hello! Welcome to our Customer Support Service!
Hi what’s up with my withdrawl
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2 years ago
Translation
Withdrawl not revocation (translation error)
Automatic translation:
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2 years ago
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and on it goes ... today the first payment should come ... (after x. postponement) and what comes:
wait for an email that has never come before:
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Livechat Amunra casino 07/15/21
Wow
Is there anything else I can do to help you?
waiting
08:32
I have already forwarded your request. But it will be a bit longer to wait in the chat, so I ask you to wade an answer by email
It must be possible to speak to someone who has something to say
08:31
No the same answer every day
I mean it will take a little longer than usual, just wait for a reply in the mail
08:30
It won't take much longer than usual, just wait for a reply in the mail
Please give me a concrete statement
08:29
Please wait ??? Almost 3 weeks
08:29
No, please wait a bit for email
08:28
Is there anything else I can do to help you?
08:28
Should I show you the screenshots
08:28
But don't worry, please wait a little while
So she has to come today
08:28
Every day it was said so far tomorrow the payment will come
08:28
We will send you an email shortly. Please wait a little
No
You say that every day and it comes kekbe
08:28
Yes no
08:27
Thank you for waiting. We will send you an email regarding this.
08:23
Yes i'm waiting here
08:22
Please be patient
08:19
OK
08:19
I am sorry for the delay. I'm checking your account now. Please give me another minute.
08:17
OK
08:16
I can see your question. Please give me a moment.
So I can count on it today, right?
08:16
it was 7/13, then 7/14, yesterday it was 7/15
08:15
OK
Please don't close the chat window and give me a moment to review your question. I will return shortly with an answer.
08:15
Welcome to our customer service!
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2 years ago
Dear all,
Thank you for reaching out. We highly value the feedback from our customers and we will do our best to improve our service further.
We would like to confirm that the the account was successfully verified and the first payment was processed today. We appreciate the cooperation on this matter.
Please note, that we are doing our best to process the next two payments in the nearest time. The player will be additionally notified via email once each of the withdrawals is paid.
We hope the above clarifies the situation.
Please feel free to contact us in case you have further questions.
Sincerely,
Amunra
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2 years ago
Translation
Yes, after you asked them to do something, the first payment came. And what is or should it be today?
you assure me several times that today after weeks the 2 payout should finally come then I get an email see picture, then I look in my account and the payout was rejected - the 1000 € are simply gone !! Not booked back etc….
what does the live chat answer me ?????
nothing as always the same - wait - you will get an email.
why do you treat customers like that?
why don't you just pay the 3000 € (now 2000 €) and it's good ?! Every day I have to fight for my money in live chat plus email?!?
what's the point of keeping the customers / players waiting? I do not get it!
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2 years ago
Translation
The upload works so well send everything by email to Casinoguru
everything sent by email including a live chat report.
also have videos etc.
94 emails !!!!!! There are already 41 pictures in my Amunra folder !!
Edited
Automatic translation:
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2 years ago
Dear all,
We would like to inform you that the relevant department has reviewed your query.
As a result of that, your withdrawal request in the amount of 1000 EUR has been successfully paid.
We thank you for understanding and wish you all the best for the future.
Best regards,
Amunra.com
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2 years ago
Translation
Incredibly, the last 1000 € were transferred today, which according to support had only been announced for Thursday.
after about 3.5 weeks it is done - I thank casinoguru with this opportunity to have paid more attention to the whole thing.
of course, I deleted my account immediately after receiving the last payment.
I cannot recommend the Amunra casino from personal experience and a very big minus is the live chat support, which I had really never experienced in all these years.
thank you Casinoguro
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2 years ago
Dear Sven,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
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