Amonbet Casino - Player’s account has been closed with no response.

I contacted Amonbet via their chat option and spoke to Adelina who advised I email the team with my query which I did.

I the below email to Amonbet customer service on the 19th of June 2025:

"Following a conversation with one of your chat agents, Adelina, please can the below query be looked into as a matter of urgency.

I reached out to your support team in January 2025 with a request to close my account due to concerns over my gambling levels. This request was denied multiple times and your team tried to encourage and pressure me into staying and giving the casino a chance, even suggesting games and bonuses to "improve my mood". (Please see the screenshots attached). 

Due to the lack of support and care received, my problem was not resolved and my gambling issue was further enabled by your business.

Since reaching out to you, I have deposited over £1200 which is exactly what I wanted to avoid, and this has since had an impact on me financially as well as on my wellbeing.

I have issues with the lack of gambling tools available on your website and your teams lack of care and support. I'm aware you are licenced by Curacao iGaming License which is governed under the Curaçao Gaming Authority which heavily promotes responsible gambling:

"For the casino industry a self-exclusion program is available for problem gamblers. This program is enforced through a combined effort between the CGA and the casino industry. 

The CGA also issued Responsible Gaming Guidelines for the casino industry that form an integral part of the casino license requirements."

As stated above, responsible gambling forms an integral part of your licence requirements.

Based on my interactions with your support team, I do not feel you are upholding this.

I would therefore like to request the below:

Clarity as to why you do not offer safer gambling tools?

Refund of deposits made since the 17th of January 2025 (date of original request to close account).

Closure of my account once the above two points have been resolved. 

I hope for a speedy response and resolution of this matter in light of the impact that this has had on me, and lack of care received thus far."

After sending this email, the casino closed my account and DID NOT reply to my email or address my other points.

I chased the team again on the 22nd of June, 26th of June and now today, 21st of August after failing to get a response for 2 months!

This company is negligent to their costumers. Please help me get some answers, a refund and prevent other users from having this horrible experience

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Amonbet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests originally sent to the casino with me? Please share the information to my email at tomas@casino.guru. Make sure the sender and the recipient information are included.
• Could you please advise when the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

I would recommend that you send another self-exclusion request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Amonbet Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

Please send another email to support@amonbet.com (include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

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 Tomas,

Thank you for the quick response.

I have sent you all the required information via email 🙂

Hi Tomas,

Have you had a chance to review the information I sent over?

Thanks! 🙂

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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.

Hello Kazzkazz, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Amonbet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hi Matej,

Thank you for taking this case on.

I have sent you an email with all required information, however, if you require anything else please do let me know.

Thank you! 🙂

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.

The casino support team requested further details regarding this case, that I have now provided. I am re-setting the timer, to give the casino time to investigate and get back to me.

Thank you so much for the update, I’ll await further news 🙂

Dear Kazzkazz,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence, there is nowhere else I can refer you to.

I would strongly recommend blocking all the e-mail addresses and numbers sending you promotional materials from this casino, then as a next step installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a good friend or a family member to set the app's password for you.

I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.

Best regards,

Matej