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Asking multiple times for self exlusion. They told me to do that by email. I sent the first email in January 10, they ignore it. And i keep playing. I have net losses above 1000 EUR. I asking multiple times to close my account but they dont do it. Yesterday the vip manager did told me to make a selfie with a paper in my hand with a text about self exclusion. This is like a humiliation. I want a refund of all my losses after i asking for the first time to close my account. They have to take responsibility and protect addicted gamblers.

Dear Amkamk,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Amonbet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain when you informed the casino of your gambling addiction? Would you be able to share your self-exclusion requests you sent to the casino?
• When was the last time you were in contact with casino support regarding the issue?
• Did the casino close your account already?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I have sent it to you by email

Thanks for the provided information.

Please understand that in order for us to ask for a refund of lost funds, we need to determine whether the casino should have protected you from playing.

The casino should protect you from further play if you inform them about your gambling problems or similar difficulties.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you informed the casino about similar circumstances?
• Did you complete account verification in the casino recently or in the past?

I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Amonbet Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to the email of support email (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Dear Amkamk,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru