Amonbet Casino - Player's account remains open despite self-exclusion request.

Hello, I have played in casino Amonbet and lost i have told them multiple times I have gambling addiction to close my account permanently yet they still open it on demand and I occurred over 2k losses. Can you help me get my refund and block me permanently from them?

Thanks

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 unsubscribed from the casino's marketing communication?
• Could you please share your self-exclusion requests with me? Please share the information to my email at tomas@casino.guru
• Could you please advise when was 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 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.

Could you please advise whether your account has been blocked or if it is still accessible to you? Its blocked however upon request I have been able to reopen it even after advising them of my gambling issues and they kept offering me "special bonus"

Have you unsubscribed from the casino's marketing communication? I can't without logging in

Could you please share your self-exclusion requests with me? Please share the information to my email at tomas@casino.guru

Could you please advise when was the last time the casino allowed you to deposit? A few days ago.

Has the casino responded to your refund request already? What did the casino reply? They ignored anything to do with refund

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 margaritakisyova3, 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? Is there a reason your casino does not offer permanent account closure? 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.

Hello, as explained I have multiple times asked them to Permanently close the account. However every time I asked they still reopen it even after telling them I will sue them if they reopen the account. I have asked them to refund all my deposits as they have failed to comply with the responsible gambling act. I recently also got an email from them saying "Can you confirm you want your account reopening" since I submitted the complaint here i have not communicated with the casino yet they asking me if I want it reopening when I explicitly said to Permanently close the account. Hope that makes sense please let me know next steps and is there any chance I can get my money back?

As for the communication with the casino feel free to contact them.

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 margaritakisyova3,

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 am really sorry I could not be of more help on this occasion, and I would also strongly recommend 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 advised to have a family member or a friend to set the app's password in your stead. On top of this, you can also unsubscribe from the casino's marketing communication and even block the e-mail and/or phone number that keeps sending you the advertisement.

Best regards,

Matej