Amonbet Casino - Player is unable to delete account or set limits.

Hi there

I've lost around 2,000 euros on this platform. Initially, when I lost about 800 euros, I tried to delete my account, but it wasn't possible. In trying to recover it, I ended up losing almost 2,500 euros.

Is there a possibility of appeal or any solution?

The platform doesn't let you delete your account or set limits...

Dear player,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problem).

Could you please specify the reason for closing your account?

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hi Dominika. I've already sent you the email with all the attachments.

I requested to DELETE my account, not close it, and that's it.

Dear player, I’d like to kindly clarify that we can only assist in cases where players requested account closure or self-exclusion due to gambling addiction.

From your messages so far, it appears you asked the casino to delete your account, but you did not mention that this was due to a gambling problem or addiction.

If you would still like to request a self-exclusion and prevent future access to your account, please let us know. We can then assist.

Unfortunately, regarding the funds you have already lost, we won’t be able to help recover them as there was no mention of a gambling problem communicated to the casino before those losses occurred.

Please let us know how you wish to proceed.

In one of the screenshots I say that I NEED to delete my account because I have lost a lot of money.

Doesn't that indicate a problem with the game? Have you checked my email?

Dear player, if you would like to request a self-exclusion due to gambling addiction, we can assist you — but the request must be clearly stated and directed to the casino.

If you would like to request a self-exclusion due to gambling addiction, please follow the steps below.

Once you’ve sent the request to the casino, let us know so we can continue assisting you.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

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 xxx (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."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

Hello

you have not helped at all.

I request that you delete the account I have created on this platform with my data.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.