Amonbet Casino - Player is unable to close his account.

Ich habe bei Amonbet gespielt und dabei erhebliche finanzielle Verluste erlitten. Daraufhin habe ich die Schließung meines Kontos beantragt. Das Unternehmen hat mich jedoch mit Bonusangeboten dazu verleitet, weiterzuspielen. Nachdem ich erneut die Schließung meines Kontos gefordert hatte, erhielt ich keine Rückmeldung. Schließlich habe ich unter Berufung auf das Spielerschutzrecht die Rückerstattung meiner Verluste und die Kontoschließung angedroht. Auch daraufhin erfolgte keine Reaktion. Meine Verluste bei diesem Casino belaufen sich auf einen Betrag zwischen 1000 und 5000 Euro. Ich fordere die Rückerstattung dieses Betrags. Ich bin in Deutschland ansässig, da das entsprechende Eingabefeld nicht funktionierte. Mit freundlichen Grüßen, Victor

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Dear KIILLER31,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Ich habe per Email die Unterhaltung weiter geleitet.

Thank you for your emails. I understand your frustration, and I will do my best to assist you.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings Amonbet Casino, 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime). 

The reason that preceded my decision is gambling addiction. 

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period." 

Please send another email to Amonbet Casino, add my email address veronika.f@casino.guru to CC, and keep me informed about any further developments. Thank you in advance. 

Ich habe Ihnen eine E-Mail geschickt, aber bisher keine Antwort erhalten. Heute habe ich erneut einen Betrag verloren. Ich fordere Sie auf, die Verantwortung für Ihre Handlungen zu übernehmen und mir mein Geld zurückzuerstatten.

Immer noch keine Antworten

Immer noch keine Antwort

Heute auch nicht

Hello KIILLER31,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Bis jetzt immer noch keine Antwort. Und das konto ist nicht gesperrt. Und ich habe weitere Verluste erlitten.

Bitte fordern sie die ganzen Einzahlungen zurück da das Support von amonbet überhaupt nicht reagiert

Lieber Victor,

Ich verstehe natürlich, dass du eine Pause möchtest und das Bedürfnis hast, deine Entscheidung sorgfältig zu überdenken. Aber vielleicht könnten wir eine sanftere Lösung in Betracht ziehen? Wie wäre es, wenn wir stattdessen Limits auf deinem Konto festlegen?

​

Ein festgelegtes Limit, sei es für Einzahlungen, Einsätze oder Verluste, könnte dir helfen, das Glücksspiel als entspannte Freizeitbeschäftigung zu genießen, ohne das Gefühl zu haben, dass es außer Kontrolle geraten könnte. Tatsächlich haben uns viele unserer treuesten VIPs gesagt, dass Limits ihnen ein großartiges Gleichgewicht geben - sie können Spaß haben, ohne sich Sorgen zu machen. Wenn du interessiert bist, kannst du mir gerne mitteilen, welche Limits für dich gut funktionieren würden, und ich richte sie sofort für dich ein.

​

Ich würde mich freuen, wenn du diese Option in Betracht ziehst und weiterhin ein wertvoller Teil unserer Gemeinschaft bleibst. Lass mich wissen, wie ich dir am besten helfen kann!

Das habe ich als Antwort bekommen nach mehreren Emails zu sperrung meines Kontos. 

Dear KIILLER31;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at karla.m@casino.guru

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Dear KIILLER31,

Thank you for your patience, and I apologize for the delay as I am newly assigned to your case.

In order to properly review your situation, I kindly ask you to resend the communication you had with the casino regarding your self-exclusion request.

Please provide:

• A full screenshot of the email you sent to the casino (including the date and full message)
• The complete email thread, if available
• Any replies you received from the casino

This information is essential for us to assess whether your request was submitted correctly and how the casino responded.

You can upload the screenshots directly here or resend them to my email.

Thank you in advance for your cooperation.

Karla

Ich habe an sie jetzt auch eine Email geschickt

Dear KIILLER31,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin L., martin.l@casino.guru. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello KIILLER31,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. I will also try to contact a casino representative outside of this thread, as we do not have an established complaints contact for the casino just yet. Lastly, if there happen to be any developments, please keep me informed.

Best regards

Martin

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.

Dear KIILLER31, 

I am sorry to confirm that since we have only received limited responses from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Sadly, I couldn't be of more help, but bear in mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

In the meantime, I strongly recommend installing free app BetBlocker onto your computer and mobile. This way you can restrict your access to many gambling websites of various jurisdictions.

The casino can reopen this complaint anytime.