The player from Germany faced issues with AmonBet Casino, which ignored her self-exclusion requests since July 2026 and left her account open, leading to a loss of €420. She sought assistance in permanently closing her account and obtaining a refund of her deposits. She reported that her account was still accessible, her last deposit was €30 on August 5, 2026, and the casino replied only by suggesting a break instead of closing her account, while also continuing to send promotions. We were unable to secure cooperation from the casino, so the complaint was closed prematurely as unresolved due to the casino’s no-reaction policy and lack of response.
Amonbet Casino - Player’s account remains open despite self-exclusion.
Unresolved
Our verdict
Failed self-exclusion
Black points: 244
Amount: €420
Amonbet Casino
Safety Index 2.1 Very lowCase summary
Discussion
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3 weeks ago
Translation
AmonBet Casino is ignoring my self-exclusion requests from July 17th, July 20th, and August 5th, 2026, leaving my account open and sending me offers, resulting in a loss of €420 today. I request Casino Guru's assistance with permanently closing my account and refunding my deposits.
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2 weeks 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.
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2 weeks ago
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 we can better determine how to assist you.
- Is your account currently accessible to you?
- When did you make the last successful deposit?
- Have you received any response from the casino to your self-exclusion requests? Please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here.
Thank you in advance for your reply.
Best regards,
Kristina
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2 weeks ago
TranslationHello Kristina,
Thank you very much for your message and your help.
Here are the answers to your questions:
Do you currently have access to your account?
Yes, I still have full access to my account at the moment.
* When did you make your last successful deposit?
My last successful deposit was on August 5, 2026 at 4:31 AM (via Open Banking in the amount of €30).
* Have you received a response from the casino to your self-exclusion requests?
Yes, I received a response. The casino ignored my request for self-exclusion due to gambling addiction and instead advised me to simply take a break rather than close my account.
I have attached a screenshot of the casino's email response (from Isabella Fitzgerald, VIP Manager at Amonbet).
Thank you again!
Best regards,
Neli
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2 weeks ago
TranslationI would also like to add that I am playing from Germany and this casino does not possess a valid German license to legally offer its services. Therefore, they are not only violating player protection regulations and ignoring my explicit requests for self-exclusion due to gambling addiction, but are also operating outside the bounds of the law in this respect.
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2 weeks ago
TranslationAddition:
Hello Kristina,
I would like to add an important piece of information to this case: The casino not only ignores my self-exclusion, but continues to bombard me daily with new promotions, bonus offers and free spins (such as 100 free spins for "Beer Bonanza" today), even though my account is supposed to remain active and I have requested its closure.
I have attached the relevant screenshots of the emails. It is absolutely unacceptable that they are so actively pressuring a gambling-addicted customer to continue playing.
Thank you very much and best regards,
Neli
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2 weeks ago
TranslationHello Kristina
I would like to add something to my complaint. After reviewing the public statistics and other complaints about Amonbet Casino, I've noticed a worrying trend: numerous players are facing the exact same problem – the systematic ignoring of self-exclusion requests and a lack of response from the casino.
This makes me fear how likely a fair solution is in my case, considering the many similar, unresolved cases. Furthermore, it raises the question of why a casino with so many reports of player protection violations and such a low security index (2.5) isn't subject to harsher sanctions or blacklisted.
I sincerely hope that your team will manage to uphold my rights as a player with an addiction problem whose explicit requests have been ignored.
Thank you!
Neli
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2 weeks ago
Dear Neli7700,
We reached a point where we would contact the casino and ask for cooperation regarding your case. Since this casino has 20+ cases closed as "No Reaction Policy", we are forced to close your complaint prematurely. 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 email addresses and numbers sending you promotional materials from this casino, then, as a next step, installing the 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 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,
Kristina
