The player from Spain filed a formal complaint because their AMONBET account remained active despite a self-exclusion request made on March 16, 2026. During that time, they made deposits totaling 2,058 euros and sought a full refund, immediate account closure, and written confirmation of their self-exclusion. The complaint was closed as unresolved due to the casino's continued lack of response and cooperation with mediation efforts. It was noted that the casino had a history of ignoring complaints, which negatively impacted its rating and Safety Index. The player was advised to use third-party tools like BetBlocker for self-protection, as no direct resolution could be enforced without the casino's cooperation.
Amonbet Casino - Player’s account remains open despite self-exclusion request.
Unresolved
Our verdict
No reaction policy
Black points: 359
Amount: €2,000
Amonbet Casino
Safety Index 2.5 Very lowCase summary
Discussion
Public
Public
4 months ago
Translation
Dear Sirs:
I am writing to you as a customer to file a formal complaint. On March 16, 2026, I requested the self-exclusion of my AMONBET account. Despite this request, my account has not yet been closed, and I have been allowed to continue playing, which I consider a serious oversight on the part of your company.
It should be noted that I have been legally self-excluded in Spain for 3 years, and, as such, should not have been accepted to play at any casino.
During this period after my self-exclusion request, I made deposits totaling 2,058 euros, which I request be fully refunded, as they were made improperly due to your failure to comply with your self-exclusion obligation.
Solicitous:
The immediate closure of my account.
Full refund of deposits made after March 16, 2026.
Written confirmation that my self-exclusion request has been processed and registered.
Should I not receive a satisfactory response, I will be obliged to take legal action and report the breach to the competent authorities regarding responsible gambling and consumer protection.
Automatic translation:
Public
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4 months ago
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 does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
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4 months ago
Hello,
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 requested a self-exclusion via email? If so, have you received any response from the casino?
- 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 your 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
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3 months ago
Dear INNA5288,
Unfortunately, I regret to inform you that since this casino has 16 complaints already closed under our "No Reaction Policy", we are forced to close your complaint as Unresolved.
This outcome will negatively affect the overall rating and Safety Index of the casino, as unresolved complaints are taken into account in our evaluation. I understand that this is not a satisfactory resolution to your personal situation; however, the decrease in rating caused by unresolved complaints can sometimes prompt a casino to change its approach in the future.
Regrettably, it appears to be a recurring practice of Amonbet Casino to ignore our mediation attempts entirely. We have made multiple efforts to contact the casino by email, live chat, and through affiliate representatives, without receiving any response. Unfortunately, as the number of complaints has grown, all attempts to resolve issues through direct communication have failed.
For this reason, we must strongly recommend staying away from this casino, as we are currently unable to mediate or enforce any resolution with an operator that does not cooperate in any form. Should the casino decide to respond at a later stage, this complaint can be reopened at any time.
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 truly wish I could offer a more direct solution in your case. Please know that your complaint and the information you provided have contributed to our overall assessment of the casino and may help protect other players in the future.
Kind regards,
Attila
