The player from Germany was trying to withdraw 400 Euros but faced issues due to the casino's repeated verification requests, despite having stated it wasn't necessary. The player had not responded to the inquiries made by the Complaints Team, leading to a halt in the investigation. Consequently, the complaint was rejected due to the lack of communication from the player's side. However, the player had the option to reopen the complaint in the future.
AmunRa Casino - Player struggles with conflicting verification instructions.
Amount: €400
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
Public
Public
6 months ago
Translation
They've cancelled my 400 Euros again and they're asking me to verify my details. But when I click on it, it states that verification isn't necessary. They continuously come up with new problems.
I kindly request your assistance.
Automatic translation:
Public
Public
6 months ago
Dear Misalkova1,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
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 and it might take a few working days to complete this thorough process.
- Have you been informed what specifically seems to be a problem in verifying your account?
- Could you please advise how many days ago you requested a withdrawal and started the account verification?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
6 months ago
Dear Misalkova1,
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.
Public
Public
6 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
