Amonbet Casino - Player's withdrawal is being withheld.

Hi,

Amonbet Casino Withholding £108 Withdrawal.

Amonbet Casino refusing to verify my virtual Skrill Bank card and blocking my £108 withdrawal. Now 1 month have passed. I have emailed them almost 50 times. They are repeating the same question again and again and not serious to give my money.

Complaint Description:

Hello Casino Guru,

I am requesting your support because Amonbet Casino has been withholding my £108 withdrawal for almost one month, despite the fact that I have provided all required documents and followed every instruction they gave me.

Issue Summary

I made my deposit using a virtual/digital Skrill card issued by Skrill Bank.

This card does not have a physical version, therefore it is impossible to take a photo of a physical card.

I clearly explained this to Amonbet many times, but they keep asking for a photo of a physical card, which does not exist.

Documents I Provided

Screenshots of my Skrill virtual card showing the last 4 digits (****5485).

Skrill account screenshots showing my email and my account ID.

My Skrill statement showing my name, address, and the relevant transaction.

An official PDF document from Skrill, which:

Confirms my name

Confirms the last 4 digits of my virtual card

Confirms that the card belongs to me

These documents were provided exactly as requested.

Casino Behaviour

Their verification team keeps rejecting the documents, claiming they need a physical card or a statement that includes the last 4 card digits.

Skrill has officially informed me that:

Virtual card digits do not appear on normal statements.

The PDF they provided is the only official document that proves ownership.

I informed Amonbet about this many times, but they continuously repeat the same request without properly reviewing the documents.

Their support replies are repetitive, unhelpful, and they refuse to escalate the issue.

On one occasion, they even told me the withdrawal would be processed, but then rejected it again.

My Situation

I have been contacting both the casino and Skrill. Skrill support is extremely slow, and Amonbet is now blocking my withdrawal with unreasonable and impossible demands.

I believe the casino is purposely delaying or refusing my withdrawal without valid reason.

Requested Action

I respectfully ask Casino Guru to:

Intervene with Amonbet Casino

Request them to properly review my submitted documents

Approve and release my £108 withdrawal as soon as possible

I have fully complied with their verification requirements and have provided every document that exists for a virtual Skrill card. I can provide you every document reference on request.

Thank you for your help.

Name: M******* H******

Casino: Amonbet Casino

Amount withheld: £108

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.

Dear Michael111,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Have you provided the official Skrill statement explaining the issue to the casino, please?
• Could you please provide the exact date of your initial verification request?
• Have you accumulated your funds with the help of bonus, please?

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

Best regards,

Katarina

I have provided official statement of Skrill.

I initially requested on 30 October.

No get funds through bonus

Dear Michael111,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Sent to you. Kindly check your email

Dear Michael111,

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, Jana (jana.k@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,

Katarina

Dear Michael111,

 

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

 

Now I would like to invite Amonbet Casino representative to join this conversation and participate in the resolution of this complaint.

 

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

 

Thank you in advance for providing the information.

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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

I can only recommend you choose casinos by 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,

Jana