Amonbet Casino - Player's self-exclusion request has not been honored.

I would like to submit a complaint against Amonbet Casino regarding their failure to act on my self-exclusion request and failure to protect a vulnerable customer.

Before the losses occurred, I contacted the casino and informed them that I was experiencing financial difficulties and struggling with gambling. I requested that my account be closed/self-excluded.

Despite this, the casino failed to properly restrict or close my account and continued allowing me to deposit and gamble. After my first self-exclusion/account closure request, I lost approximately £1,500.

I believe the casino failed in its responsible gambling obligations by:

ignoring or failing to properly process my self-exclusion request,

allowing continued deposits after being informed of my financial difficulties,

and failing to protect a vulnerable customer.

I am requesting:

a refund of losses incurred after my first self-exclusion request,

confirmation of when and how my request was handled,

and permanent closure of my account.

I can provide screenshots/emails showing:

my self-exclusion/account closure request,

messages regarding financial hardship,

and my transaction/deposit history after the request.

I would appreciate Casino Guru’s assistance in resolving this matter

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you send your self-exclusion request to the casino in which gambling-related harm was specifically mentioned? The screenshot you provided does not show the exact date, only "Thursday."
• Have you made any deposits after you first mentioned gambling addiction in your self-exclusion request?
• Have you passed the full KYC verification at this casino?
• Is your account still open, or has the casino closed it in the meantime?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika