Amonbet Casino - Player’s account remains open despite closure request.

I emailed the Amonbet team in November 2025, asking for them to close my account due to gambling issues that I have been having but never received a reply. I then followed up the email in December but no reply and my account remains open. I have managed to deposit and bet £1152 from the first email to now and I would like them to take responsibility by refunding my deposits and closing my account permanently as this is very bad practice and takes advantage of problem gamblers. I have attached evidence of my attempts to close the account plus a bank statement showing deposits that were allowed after my attempted closure.

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Dear martino938918, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Amonbet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your self-exclusion requests?
• If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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,

Attila G.

Hi Attila

Thank you for getting in touch.

- Have you received any responses from the casino via email regarding your self-exclusion requests?

I have had no reply from the casino regarding the self exclusion request.

- If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?

Yes, I originally attempted to contact the casino via live chat on 29th November and I was advised to email their team with the request as the live chat agents are unable to process self exclusions.

- Could you please confirm whether you have passed the KYC verification in this casino?

Yes, I have completed KYC verification with the casino.

Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I emailed the casino again yesterday to request a return of my deposits but with no response as yet. I will attach the email to the thread.

Thanks again

******

Reply from casino today, stating that they have now finally closed my account but with no offer of reimbursement for the funds deposited after my closure request in November.

Dear martino938918,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Attila G.

Hello martino938918, 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 the update.

In summary, I sent a self exclusion request on 30th November 2025 which was ignored. I have developed a serious gambling problem and needed rhe account closed so that I could focus on recovery. Because the request was ignored, I was able to deposit a further £1152.00 which has impacted my financial and mental health. The casino has acted irresponsibly and profited from someone with a serious problem and I would like the money returned to me.

I sent another self exclusion request on January 10th (same day as putting in this complaint) and this was actioned immediately but this should have been done at the same speed in November.

Thanks

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.

Thank you for the update Matej

Dear martino938918,

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 / is using fake license, there is nowhere else I can refer you to.

The only thing I can propose now, is for you to install 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 family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

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