Amon Casino - Pelaajan kotiutus on viivästynyt.

I deposited 300 euros on 8.11.2025 and redeemed the nonsticky bonus. I won 1557.50 euros, which I have been trying to withdraw from the casino for over a month now. At first they asked for the normal documents, proof of identity and proof of address. They were approved and I was able to make a withdrawal request. A couple of days later my withdrawal was rejected. I contacted customer service, after which they asked for more documents, including a selfie with the hangers and screenshots of the online wallet information I had used to deposit. I sent good photos according to the instructions. It took several weeks to approve these because each time the documents were rejected for some reason that was never explained. I continued to submit the documents again and again. Apparently the documents have now been approved but still require some team review. I have been waiting for this for almost 2 weeks now. The answer is always the same when I ask how long it will take for me to withdraw my money. They say they can't say and that they are trying to be as fast as possible. Customer service always gives the same copypaste answers.

Talletin 8.11.2025 300euroa lunastin nonsticky bonuksen. Voitin 1557.50euroa joita olen nyt yli kuukauden ajan koittaa nostaa kasinolta. Aluksi pyysivät normaalit dokumentit henkilöllisyys todistuksen sekä proof of addres. Ne hyväksyttiin ja sain tehtyä nosto pyynnön. Siitä pari päivää niin nostoni oli hylätty. Otin yhteyttä asiakaspalveluun jonka jälkeen he pyysivät lisää dokumentteja mm selfie henkkareiden kanssa sekä kuvan kaappauksia netti lompakon tiedoista jota olin käyttänyt tallettamiseen. Lähetin hyvät kuvat ohjeiden mukaan. Näiden hyväksymisessä meni useampi viikko sillä joka kerta dokumentit hylättiin jostain syystä mitä ei koskaan kerrottu. Jatkoin dokumenttejen laittamista uudelleen ja uudelleen. Ilmeisesti nyt dokumentit ovat hyväksytty mutta vaatii vielä jotain tiimin tarkistutsta. Tätä olen nyt kohta 2 viikkoa odotellut. Vastaus on aina sama kun kysyn kauan siinä kestää että saan rahani nostettua. Sanovat että ei osaa sanoa ja että pyrkivät olemaan mahdollisimman nopeita. asiakaspalvelussa tulee aina samat copypaste vastaukset.

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Dear Sakke88, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with amoncasino (https://www.amoncasino88.com/en/casino). 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 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.

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, 

Katarina

Hi, I have sent the information to your email.

Hei olen lähettänyt tiedot sähköpostiinne.

Nytten Kasino replied to me like this

We would like to inform you that your winnings have been canceled due to a violation of our Terms and Conditions (T&C 12.14).

However, you are free to withdraw your deposit of €300.

I'll also email you a screenshot.

Nytten Kasino vastasi minulle näin

We would like to inform you that your winnings have been cancelled due to a violation of our Terms and Conditions (T&C 12.14).

However, you are free to withdraw your deposit of €300.

Laitan vielä sähköpostiin kuvan kaappauksen

Dear Sakke88, 

thank you for your email and reply.

Could you please clarify if a Virtual Private Network (VPN) was utilized when accessing the casino and requesting the bonus offer?

How long have you been a player at this casino, please?

Looking forward to your reply,

Katarina

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 didn't use a VPN, I just used my own internet here in Finland.

I have never played at a casino before. This deposit is the first one I have made where I redeemed the welcome bonus.

Hei. En käyttänyt vpn vaan käytin omaa nettiä täällä suomessa.

En ole aikaisemmin pelannut kasinolla. kyseinen talletus on ensimmäinen jonka olen tehnyt jossa lunastin welcome bonuksen.

Hello Sakke88,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Sakke88,

thank you for your reply and patience.

Could you please confirm that you registered with the casino with no problem?

Have you used your truthfull location and address, please?

Looking forward to your reply,

Katarina

Hello!

I registered at the casino without any problems.

I have used my own accurate address and location.

Hei!

Rekiteröidyin kasinolle ilman mitään ongelmia.

Olen käyttänyt todenmukaista omaa osoitettani sekä sijaintia.

Dear Sakke88,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Hello Sakke88,

I'm Michal, and I have taken over this complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

I would like to invite Amon Casino to join the conversation.

Dear Amon Casino,

I acknowledge rule 12.14 of your Terms and Conditions. However, I would appreciate clarification as to why players from restricted jurisdictions—who should not be eligible to receive and/or use any type of bonus—were nevertheless able to claim bonuses, make deposits, and play with the bonus without any apparent restrictions, only for this restriction to be enforced at a later stage when they managed to win.

As outlined in our Fair Gambling Codex, it is not considered acceptable practice by us to knowingly allow players to access and use bonuses, place wagers, and risk their own funds, only for their winnings to be subsequently confiscated on this basis. Such an approach conflicts with the principles of fair play, as it enables players to participate without a genuine and fair opportunity to receive a payout.

At Casino Guru, we believe that if players register an account using correct personal details, are permitted by the casino system to claim/use bonuses, and play without bypassing any safeguards, then any winnings obtained legitimately should be honoured and paid out (unless some other rules have been broken). I'm looking forward to your clarification.

If there are any additional circumstances relevant to this case that cannot be disclosed publicly, please feel free to share them directly with me at michal.k@casino.guru.

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 Sakke88,

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 their side. 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 might 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. In the meantime, should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Authority (CGA) via email to complaints@cga.cw. You might find our article How to submit a complaint to a regulator | Casino Guru useful. Although the CGA does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

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

Best regards,

Michal

Casino Guru