Amonbet Casino - Player's account wasn't closed due to self-exclusion.

Ik ben uit gesloten in dit casino ivm een gokverslaving toch kon ik een account openen en geld storten. Ik heb ze direct op de hoogte hiervan gesteld maar mijn account blijft open en ik kan maar blijven storten. Ik wil de gestorte fondsen terug komen in mijn bank account. Ik heb zelfs al mijn verificatie documenten gestuurd.

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Dear michaelfromnl1111,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation you are facing and the difficulties you are experiencing related to your gambling addiction.

To better understand the case and determine how we can proceed, I kindly ask you to clarify a few important points:

• When were you initially banned or self-excluded from this casino due to gambling addiction, and did you receive any written confirmation of that ban or self-exclusion (email, chat transcript, or account notification)?
• After informing the casino, did you receive any response from them acknowledging your gambling addiction or explaining why the account remained open?
• Is your account currently active, restricted, or under review, to the best of your knowledge?

If you have any relevant evidence—such as emails, chat transcripts, screenshots, or confirmation messages—please upload them here or forward them directly to petronela.k@casino.guru so we can review them carefully.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear michaelfromnl1111,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I respond already yesterday i respond too your email adres.

Hi michaelfromnl1111,

Thank you for your reply and for the additional explanation.

I would like to clarify a few key points with you:

• When exactly did you open the second account? Please confirm the date (or approximate date) when the new account was created.
• Do you have any written confirmation (email, account notification, or chat transcript) showing that your first account was closed specifically due to a gambling problem or self-exclusion, rather than for general account closure?
• When opening the second account, did you use the same personal details as with the first account (full name, date of birth, address), or was any information different?

These details are very important for us to determine whether the casino failed to properly enforce a self-exclusion and whether the deposits made on the second account may be eligible for review or refund.

Once we have this clarification, we will be able to assess how we can proceed with your complaint.

I create the second account 20-12-2025

on 21-12-2025 i send all info too amonbet, with the mail included were i self exclude since 23-6-2024.

When i create the second account all details were exact the same only my email adres was different.

My account is still open and i receive everyday promotions in my email and per sms

Hello michaelfromnl1111,

We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petronela will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear michaelfromnl1111,

Unfortunately, I regret to inform you that since this casino has 11 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.

Given your situation and the ongoing risk, I would also strongly advise you to register with BetBlocker, a free and independent tool that helps prevent access to gambling websites across devices. This provides an important additional layer of protection, especially when casinos fail to act responsibly.

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,

Petronela

Casino.Guru