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

Hello I requested to close my account on the 28 of April at 10am since then I deposited £1200 . My account is fully verified as I’m long time member. I have emails and transactions that proves my wish to self exclude and how they offering me bonus and they are not closing my account I’ve send over 4-5 emails but my self exclusion was rejected as they offering me bonuses ,I did mentioned financial difficulties. My account is still open

Dear Emilia221133,

Thank you for your email.

Unfortunately, I regret to inform you that since this casino has 20 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.

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,

Veronika

Casino Guru