Amonbet Casino - Player requests refund after self-exclusion request was ignored.

Formal Complaint Regarding Lack of Support for Self-Exclusion Request and Request for Refund of Deposits.

Dear,

I am writing to formally raise a complaint regarding the failure to act on my self-exclusion request on Amonbet.

I have been struggling with a gambling addiction for the past 8 years. Acknowledging this, I reached out to Amonbet support team via email approximately a week ago (26 September 2025) to request self-exclusion from your platform. Despite this serious request, I received no response or action from the team. I also attempted to contact the live chat support, but again, no steps were taken to block or restrict my access to the site. I didn't even know It was illegal for them to operate there casino services in the Netherlands (online)

Due to the lack of action and support from Amonbet, I was still able to access my account and unfortunately deposited €800 on 2 October 2025. Had my self-exclusion request been respected and processed in a timely manner, this would not have occurred.

I am extremely disappointed by the absence of responsible gambling measures on your platform. It is your duty to ensure that vulnerable players are protected, especially when they proactively seek help and request exclusion.

I am now formally requesting a full refund of all deposits made from 2 October 2025 onwards, as these occurred after I had already contacted Amonbet requesting self-exclusion. I also urge you to immediately process my self-exclusion and permanently block my access to your platform.

If I do not receive a satisfactory resolution, I will have no choice but to escalate this matter to relevant gambling regulatory bodies and consumer protection authorities.

I hope you take this matter seriously and act responsibly.

Sincerely,

Melvin Roest

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.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Amonbet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Do I understand correctly that your account is still open?   
• Did you send your request via email or live chat? Have you mentioned that you've been struggling with gambling problems/addiction?
• Would you be so kind as to forward me the self-exclusion requests that you sent to the casino? My email address is natalia.b@casino.guru. Unfortunately, I am unable to open the files you attached to your message.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,

Natalia

Dear Melvintjuh,

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.

Hi Natalia,

Yess my account is still open, after several weeks of asking for self-exclusion.

I have send the request my mails and live chats, all contained the information that I am struggling with gambling problems/addiction for many years.

I will send you the emails.

Thank you in advance!

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Igor (igor.p@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Melvintjuh,

I am sorry to hear about your problem with Amonbet Casino.

I will now try to contact a Amonbet Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Amonbet Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Hi Igor,

The casino 'closed' my account now (they replied on my last email).

Is there still a possibility to start the process for a refund from last deposits, after I asked multiple times for Self-exclusion from the casino?

I lost more then 3000 after the requests.

Thank you in advance for your reply and help!

Dear Melvintjuh,

I'm glad to hear that your account is finally closed.

Our point of view in situations like this is that the casino should promptly close the player's account after the player informs them or indicates that they have a gambling problem. Or at least, they should disable the player's option to deposit and/or bet as soon as possible.

In an ideal world, this would be done immediately, but we understand that it might take a little bit of time.

However, you said that you informed the casino about your gambling problem on the 26th of September, and your account was finally closed today — the 17th of October. This is definitely not a reasonable timeframe, and the casino should have acted faster.

For now, we should wait for Amonbet Casino's reply in this complaint. Hopefully, they will provide us with a reason why your account closure took so long.

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 Melvintjuh,

I have repeatedly tried to contact Amonbet Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Igor