Amonbet Casino - Player’s self-exclusion request was denied.

On the 18th November, 18th, 21 st, 22nd, 25th (twice) and 26th December. I emailed Amonbet to self exclude telling them I had an addiction and that I couldn’t control impulses. Despite my explanations and begging they refused and continued to offer me bonuses. I have all via email. Since the first date of self exclusion request I have spent around £8000. Do I have a way to claim it back?

I have attached some emails but not all as could only upload four. I have lots more including their replies. There terms and conditions also state they ban anyone they suspect has an addiction and safeguard.

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Dear Jayjay08080808,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

When was the first time you mentioned gambling addiction directly as the reason for your account closure request? Please forward this email along with the casino's responses and all subsequent communication to me at veronika.f@casino.guru.

Is your account still open, or did the casino close it in the meantime? If it's closed, please specify the exact date of closure.

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

Best regards,

Veronika

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.

Hi,

I have sent you my emails which shows I asked to block / self exclude my account 7 times from 18.11.25. I have also sent their replies saying they understand but instead of excluding asking if I want a bonus. I explicitly told them a number of times I was a gambling addict also. My account is still not blocked.

My first actual mention of a being addicted was on 21.11.25 when I sent them - Hi,

Please can you block my account for the longest time possible. I do not want to play anymore and I want my account blocked asap. I am aware I will loose my benefit but please block it. I do not want to play anymore. Please do not email me with a request to keep it open. Please block it. I have a gambling addiction and need it blocked.

Hi - sorry is there a way I can change my amount to £14,300 This is the actual amount since my first email to them. I have all the evidence. Thanks

Timeline of My Requests for Account Closure / Self‑Exclusion ( I have all the evidence)

18.11.25

I wrote: "Hi, please could you block my account. I don’t want to play anymore."

19.11.25 – Merchant reply

They congratulated me on previous withdrawals and encouraged me to "take a personal pause" instead of closing the account.

19.11.25

I replied: "Thank you, but I would like you to block my account for the longest time possible ASAP."

Merchant reply

They again refused to block the account and instead offered a €50 bonus with low wagering requirements.

---

21.11.25

I wrote:

"Please block my account for the longest time possible. I do not want to play anymore. I have a gambling addiction and need it blocked. Please do not email me asking to keep it open."

Merchant reply

They repeated the same bonus offer and again refused to block the account.

---

25.11.25

I wrote:

"Please close my account for as long as possible. I have a gambling addiction and would like it blocked."

Merchant reply

They congratulated me on a "fantastic win" and encouraged me to take a personal pause instead of closing the account.

25.11.25

I replied: "My addiction doesn’t allow me to take a pause. Please block it."

Merchant reply

They finally applied only a 1‑month self‑exclusion, despite my repeated requests for the longest possible period.

26.12.25

I wrote:

"Please block my account for the LONGEST time possible. Not one month. I want my account closed forever."

Merchant reply

They ignored this request and sent a promotional "December bonus".

---

30.12.25

I wrote again requesting the longest possible exclusion due to addiction.

Merchant reply

They ignored the request and sent another promotional "winter bonus".

---

31.12.25

I sent a formal notice requesting a refund of deposits made after my first request for account closure. I have received no reply.

-no reply - still not blocked

01.1.25- I sent another email and attached you- explaining how they have breached their terms and conditions and I want to be self excluded immediately.

02.2.15- They replied- Hello, Joanie! We Miss You! Cash Bonus to Welcome You Back. You haven’t been active in a few days - so here’s a little boost to get you back in the game: €/£50 cash bonus is already in your account!

04.02.25- my account has now been blocked.

Dear Jayjay08080808,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Dear Jayjay08080808,

I am sorry to hear about your problem with Amonbet Casino.

I will now try to contact a Amonbet Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Amonbet Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Jayjay08080808,

I have repeatedly tried to contact Amonbet Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Igor