Amonbet Casino - Player’s bonuses are blocked due to account issue.

Hi.

I would like to file a formal complaint against Amonbet regarding the blocking of my bonuses and/or account features. The casino claims I have a "duplicate account," but I believe this is unfair and incorrect.

The situation is as follows:

I previously had an account with Amonbet, which I requested to be fully closed and deleted. After the closure was confirmed and the account was no longer active, I decided at a later date to create a new account to start fresh.

I have not used both accounts simultaneously, nor have I attempted to claim the same welcome bonus twice. I acted in good faith, assuming that since my old account was deleted, I was permitted to register again.

Now that I am playing on my current account, the casino has blocked my bonuses. I have already contacted their support team, but they refuse to acknowledge that the first account was permanently closed prior to the creation of the second one.

I would like Amonbet to restore my bonus eligibility and treat my current account as my primary and only account, as the previous one no longer exists.

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.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you kindly confirm if you are currently able to access your account?
• Additionally, could you please specify when your original account was closed and when your new account was opened?
• Have you made any deposits, participated in gameplay, or claimed bonuses on either of your accounts?
• Has the casino confiscated your winnings, or is the restriction solely related to the bonuses?

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,

Attila

Yes i have access to my account

I still have my old account But they blocked my other account even though I had deposited €20.

I had said that I had lost the details of my old account and when I got them back .. I never got my €20 back .. and they are super abrupt and unhelpful I don't know the exact date, but it was in February.

Thank you for your reply. Could you please confirm whether you have made any deposits, participated in gameplay, or claimed bonuses on either of your accounts? Additionally, could you please advise on the reason you have requested the closure of your original account?

Further, could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Dear KimberleyXo,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru