AmunRa Casino - Pelaaja on tyytymätön kasinokokemukseen.

Hi I would like to report incorrect behavior by the amunra.com casino as I was scammed of around 1100 euros with serious anomalies on the gaming platform (between non-resulting deposits and closed or offline slots at inopportune moments and more about 2 days ago I I asked for self-exclusion and I was not granted.I demand a full refund otherwise I will go and report to the competent authorities.I also spoke to the assistance and they did not help me in any way, moreover where did I reproach them for not having had the self-exclusion requested 2 days ago and consequently having spent other money miraculously after the complaints they finally closed my account and they disappeared. the bill.And besides, there is no way to implement game limits to control losses.

Salve vorrei denunciare dei comportamenti scorretti da parte del casino amunra.com in quanto sono stata truffata di circa 1100 euro con gravi anomalie sulla piattaforma gioco ( tra depositi non risultanti e slot chiuse o offline nei momenti meno opportuni e in più circa 2 gg fà ho chiesto l autoesclusione e non mi è stata concessa.Esigo totale rimborso altrimenti andrò a denunciare alle autorità competenti. Ho amche parlato con l'assistenza e non mi hanno aiutato in nessun modo oltretutto dove averli rimproverati per non avere avuto l autoesclusione chiesta 2 gg fa e di conseguenza aver speso altri soldi miracolosamente dopo le lamentele mi hanno finalmente chiuso il conto e sono spariti. Premetto che al momento della richiesta dell autoesclusione ho perso altri 500 euro quando invece per legge nel momento dell'auto esclusione si deve provvedere a bloccare subito il conto. E oltretutto non c è modo di attuare limiti di gioco per controllare le perdite.

Dear fedestella85ff,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you, please, forward me the self-exclusion requests which you sent to the casino? How many days did the casino take to block your account?

Also, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru together with your self-exclusion request.

Lastly, missing loss limit is not something we could penalize the casino for. There aren’t unified regulations that would be applied to all casinos and player protection tools are managed by the casino exclusively. Some casinos have a wide variety of responsible gambling tools but none of them is mandatory, and unfortunately, some casinos operate without them completely. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi, I sent an email to the above address with all the details of the case and the required screen slots attached. I would also add here that I received the self-exclusion 3 days after my request and they say they sent you an email requesting the reason which I NEVER received and for work I check my email every day, including spam.

Salve ho mandato una mail nell'indirizzo scritto sopra xon tuttii i dettagli del.caso e in allegato gli screen slot richiesti. Aggiungo anche qui che l'auto esclusione l ho ricevuta 3 gg dopo la mia richiesta e loro dicono di avervi mandato una mail con richiesta della motivazione che io NON ho MAI ricevuto ed io controllo per lavoro la posta tutti i giorni anche la spam.

Thanks for your reply, fedestella85ff. I don't see in any of your requests that you mention the gambling problem as a reason for the account closure request.

Considering this and that some casinos do not offer 24/7 customer support, and/or it is not possible for them to immediately check all received emails, we have decided to accept the situation where if the casino blocks the player's account within 1-3 business days after sending the request via email. In this case, we don't think the player is not entitled to any deposit refunds.

I understand that this is not ideal, and in a perfect world each self-exclusion request would be processed right away, but not all casinos are able to do so. I apologize, but there is not much we could do about it.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint. Thank you very much for your understanding.

And what more do I have to tell you ... if you accept as normal that a casino takes three days for self-exclusion, leaving aside the various strange movements that took place on the account, I really don't know what to tell you except to be stunned, obviously you have to protect the casinos (little correct) and not the players !! As far as my request on self-exclusion is concerned, for privacy I am not required to tell my own business but the fact remains that I have not been taken into consideration. In any case, what can I say, do as you see fit... I acted in my full powers and in good faith because I know I was scammed otherwise I wouldn't have done all this, I've lost money other times but that's not the problem because whoever plays it in fact, with all the game platforms I've played with, I've never had any kind of problem, but I don't tolerate impropriety and in fact I'll continue on my way by taking legal action because these people don't always have to get away with it and go unpunished .! Thank you have a nice day.

E cosa le devo dire piu ... se lei accetta come Normale che un casinò ci metta tre giorni per l autoesclusione tralasciando le vatiemovimentazioni strane che avVenivano sul conto io davvero non so cosa dirle se non restare basita ,evidentemente dovete tutelare i casinò ( poco corretti) e non i giocatori !! Per quanto riguarda la mia richiesta sull autoesclusione io per privacy non sono tenuta a dire i fatti miei ma ciò non toglie che non sono stata presa in considerazione. Comunque che dire faccia come ritiene più opportuno... io ho agito nelle mie piene facoltà e in buona fede perché sò di essere stata truffata altrimenti non avrei fatto tutto questo, ho perso soldi altre volte ma non è questo il problema perché chi gioca lo mette in conto infatti con tutte le piattaforme gioco con cui ho giocato non ho avuto Mai nessun tipo di problema , ma la scorrettezza non la tollero e infatti continuerò per la mia strada agendo per vie legali perché queste persone non devono sempre farla franca e resta impuniti.! La ringrazio buona giornata.

I understand your frustration and your point of view, but as I explained earlier there is not much we could do in this case.

Due to the aforementioned reasons, this complaint will now be rejected. 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.