Amonbet Casino - Player's winnings have been confiscated.

I am submitting a complaint regarding approximately £5,350 of winnings removed from my Amonbet account following completion of the wagering requirement attached to a Monday Reload bonus.

I deposited £30 using the MONDAY promotional code and received a £12 bonus.

The wagering requirement shown on my account was £540. I completed this requirement, with my account showing approximately £543.80 / £540 wagered.

After the wagering requirement had been completed, my account displayed a real-money balance of approximately £5,500.

I subsequently requested two withdrawals, one for £4,000 and one for £1,500.

Both withdrawals were declined and my balance was subsequently reduced to approximately £150.

Amonbet later referred to a maximum-win/withdrawal provision relating to the bonus. I dispute the way this term has been applied, particularly because:

The wagering requirement had been shown as fully completed.

The balance was subsequently displayed by Amonbet as real funds.

I was permitted to request withdrawals against that real-money balance.

The approximately £5,500 balance was only adjusted after the withdrawals were requested.

The wording and application of the maximum withdrawal term was not sufficiently clear to me when accepting and completing the promotion.

I initially raised a formal written complaint with Amonbet on 14 September 2026.

This was sent to vip@amonbet.com after Amonbet customer service had previously directed me towards the VIP contact route.

I later discovered the general support address myself, despite the earlier agent not directing me there. I have also contacted Amonbet through live chat.

I escalated the matter again in writing on 18 September 2026 and requested a proper response, together with details of the company’s licensing authority, complaints procedure and any applicable independent dispute-resolution process.

As of 23 September 2026, I have received no substantive response to my formal complaint or escalation.

I can provide screenshots showing the wagering progress, account balances, withdrawal requests, subsequent balance adjustment, emails and live-chat transcripts.

I am asking for Amonbet to provide a full explanation of precisely which term they relied upon, how that term was presented when I accepted the promotion, and why my completed bonus balance was displayed as real funds and allowed to remain at approximately £5,500 before being reduced following my withdrawal requests.

My requested resolution is restoration and payment of the approximately £5,350 that was removed from my account.

Hi,

The issue has not been resolved. I have still not received the approximately £5,350 removed from my account, nor have I received any satisfactory explanation or resolution from Amonbet.

in fact I have had zero communication with Amonbet

I would therefore like the complaint to remain open and continue to be investigated.

Thank you.

Hi,

I have now received a further response from Amonbet, which I believe is very relevant to this complaint.

Amonbet have confirmed the following:

"even if you continue playing with the fully wagered bonus, which has been converted into real money, and you win some amount, the winnings will still be subject to adjustment"

They have also stated:

"we always recommend and advise our players to withdraw their funds immediately after fully wagering the bonus."

I would like to clarify that I am not disputing that Amonbet has a term limiting winnings from a bonus to 10x the bonus amount.

My concern is what happens after the wagering requirement has been fully completed.

Amonbet are now expressly confirming that:

The wagering requirement was successfully completed.

The bonus was converted into real money.

I was then able to continue playing using that real-money balance.

Despite the funds having been converted into real money, Amonbet still applies the original bonus maximum-win restriction to subsequent winnings.

This is the part I believe requires review.

Once a bonus has been fully wagered and the balance has been converted into real money, I do not believe it was made sufficiently clear that the resulting cash balance would continue to carry an ongoing bonus restriction.

Their advice that players should withdraw immediately after completing wagering also concerns me. This would mean that a player who withdraws immediately can secure the funds, while a player who reasonably continues playing with what the casino itself describes as a "real money" balance can subsequently have winnings removed.

If the balance remains subject to a bonus-related maximum-win restriction, then in my view it should be made extremely clear to the player that the funds are still restricted, despite being shown or described as real money.

I would therefore appreciate Casino Guru reviewing not simply whether the 10x term exists, but whether it is fair and sufficiently transparent for that restriction to continue applying after the wagering requirement has been completed and the bonus has been converted into real money.

Amonbet have also now stated that their decision is final, so it appears I have exhausted their internal complaints process.

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Dear Deane90,

First of all, I am very sorry that our initial response to your complaint did not appear in the complaint thread due to a technical issue in our system.

Thank you for your patience and for providing the additional information regarding your case.

Karla M.

Dear Deane90,

First of all, I am very sorry that our initial response to your complaint did not appear in the complaint thread due to a technical issue in our system.

Unfortunately, we have now reached a point where we are unable to move forward with this complaint. Normally, we would contact the casino and ask them to provide their position and further explanation regarding the disputed confiscation. However, Amonbet Casino currently has 10+ complaints closed under our "No Reaction Policy," which indicates that the casino repeatedly does not cooperate with us in resolving player complaints.

Sadly, we are therefore forced to close your complaint as "unresolved." This will negatively affect the casino’s overall rating. I understand that this does not provide you with the resolution you were hoping for, especially considering the amount involved.

We have made numerous attempts to establish communication with Amonbet Casino in previous cases, including emails and other available communication channels, without success. Based on this history, further attempts to mediate this particular complaint are unfortunately unlikely to receive a response.

The casino can request to reopen this complaint at any time should they decide to cooperate and address the matter.

I am sorry that we could not be of more help in resolving your case.

Karla M.