Amonbet Casino - Player’s withdrawals are repeatedly cancelled.

My complaint: Withdrawal repeatedly cancelled despite written confirmation of full verification.

I am a UK based VIP member at Amonbet having been a member for approximately 6-7 weeks. I am filing this formal complaint regarding the repeated cancellation of legitimate withdrawal requests despite receiving explicit written confirmation that my account was fully verified.

The core issue

I received written confirmation from my Amonbet VIP manager which stated:

"I can confirm that everything is fine with your documents; they have been successfully received and verified."

Despite this unambiguous written confirmation, subsequent withdrawal requests were repeatedly cancelled citing ongoing verification requirements. This is a direct and documented contradiction between what Amonbet confirmed in writing and how they subsequently treated my withdrawal requests.

Sequence of events

∙ Joined Amonbet and received VIP membership due to depositing over £2500 approximately 6-7 weeks ago

∙ Made multiple deposits via Apple Pay and credit card

∙ Submitted all requested verification documentation

∙ Received written confirmation from VIP manager that account was fully verified

∙ Submitted withdrawal request — cancelled, further documentation requested

∙ Submitted requested documentation

∙ Withdrawal cancelled again

∙ Pattern repeated multiple times

∙ Eventually paid on previous occasions after significant delays

∙ Most recent withdrawal of £2,000 submitted and cancelled

∙ Submitted HSBC bank statement as subsequently requested

∙ Withdrawal never processed despite full compliance with their requests

Supporting evidence

I have the following evidence available to support this complaint:

∙ Written email from VIP manager explicitly confirming full verification

∙ Subsequent withdrawal cancellation messages directly contradicting that confirmation

∙ Full transaction history showing repeated pattern of cancellations and declines

∙ Screenshot of VIP portal showing deposit prompt despite active VIP membership

∙ Account showing unverified status despite written verification confirmation

∙ All correspondence with VIP manager throughout the process

Additional concerns

Amonbet process payments through obscure third party processors — Apple Pay deposits appear on bank statements as TSHPAI and withdrawals as Kryptonim. These unrecognisable merchant names created unnecessary complications during verification and were never disclosed upfront to players.

As a VIP member my weekly withdrawal limit was £5,000 — a restriction that in my view is deliberately designed to keep funds within the platform rather than allowing players timely access to their own money.

There is no meaningful self exclusion facility available despite this being a basic player protection requirement.

Resolution requested

I am requesting that Casino Guru investigate this complaint and require Amonbet to provide a formal public explanation for the direct contradiction between their written verification confirmation and their subsequent repeated withdrawal cancellations.

Given Casino Guru’s current rating of 2.6 for Amonbet I believe this complaint is consistent with a pattern of behaviour that warrants serious scrutiny.

inhave lots more screen shots. Reached maximum.

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Hello

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please specify how many days ago was your withdrawal requested?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Dear Attila,

Thank you for looking into my complaint. I am happy to answer your questions.

Have you made any successful withdrawals before?

Yes, I made approximately four successful withdrawals prior to this complaint. However each withdrawal required significant back and forth, repeated verification requests and considerable delays before being approved. The process was never straightforward.

On one occasion they requested a selfie with my passport, which I completely understand and accepted. However the submission was repeatedly rejected until I provided a photo showing my passport with my elbows visible in the frame. I cannot understand the logic of that request — I am either the person in the passport or I am not. In my view this was simply another delaying tactic.

How many days ago was your withdrawal requested?

The withdrawal of £2,000 was requested on Saturday 29th March 2025. To provide some background — I had deposited £8,000 and through continued play managed to build my balance to approximately £16,000. I was naturally relieved to have not only recovered my deposits but significantly exceeded them. Due to my £5,000 weekly withdrawal limit I could only request £2,000 at that time.

The withdrawal remained pending until Tuesday 1st April when it was cancelled with a request for a bank statement covering the last 20 days specifically — not a standard statement. I had to contact HSBC via live chat to request this specific document which takes 24 hours to process. At this point my balance had risen to approximately £18,000 due to the £2,000 reversal back into my account.

What made this particularly frustrating was that I had previously deposited via Apple Pay and after multiple rounds of verification had eventually been paid. I could not understand why the same verification process was being repeated again from scratch.

The preceding weeks had been genuinely exhausting — cancellation after cancellation, constantly wondering whether they would ever pay. I reached a point where I genuinely believed they would never release this amount of money, a process that would have taken a further 3-4 weeks of ongoing stress and obstruction. The mental toll became too much and I made the decision to gamble the balance rather than continue the stressful and seemingly endless withdrawal process.

I want to be transparent about that decision — it was mine and I take responsibility for it. However I believe it was a decision directly caused by Amonbet’s deliberate and systematic withdrawal obstruction. No reasonable person should have to endure weeks of stress simply trying to access money they have legitimately won.

I also want to highlight that Amonbet process payments through obscure third party offshore processors. Deposits appeared on my HSBC bank statement as TSHPAI and withdrawals through Kryptonim — neither of which bear any resemblance to Amonbet. This was never disclosed to me upfront. In addition to the verification complications this caused, I was charged approx £160 in total bank transfer fees as a direct result of these undisclosed offshore payment processors.

Have you accumulated your winnings with or without an active bonus?

I never accept bonuses under any circumstances, specifically to avoid wagering requirements and withdrawal complications. Every penny of my winnings was accumulated from my own deposited funds with no active bonus at any time.

Finally I want to say that whilst I sincerely appreciate Casino Guru looking into this matter, I suspect Amonbet will not respond to your inquiry. My primary motivation at this point is not financial recovery but ensuring my experience is documented publicly so that other UK players can make an informed decision before depositing with Amonbet. In my mind every player I deter from this platform is a small measure of justice for what I went through.

I am happy to provide any further information or evidence you require.

Kind regards,

[Redacted]

Dear Buddy2007, thank you for your reply. 

I am sorry to hear that, but I understand. Since you have decided to play your winnings, I’m afraid there is not much we can do for you. I understand that this would have never happened if you could withdraw on the first attempt, but at this point, we cannot ask the casino to refund your lost winnings.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Attila