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Hi I requested my account to be self excepted over 4 weeks ago I have sent multiple emails and spoken to chat multiple times. I explained I had a gambling problem but they just kept my account open not replying to emails. I have now made multiple deposits since they replied to me on the 30th March I put in for self exclusion on the 3rd March and they are now requesting I’d to close it. It is still open.

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Dear Tessa9021,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you have experienced.

Thank you for describing your situation. Cases related to self-exclusion and gambling problems are taken very seriously, so I would like to clarify a few important details to better understand what happened:

• Could you please confirm the timeline — is it correct that you requested self-exclusion on March 3rd, 2026, explicitly mentioning a gambling problem, and the casino only replied on March 30th, 2026, asking for verification?
• Did you send any additional emails or follow-ups to the casino between March 3rd and March 30th? If yes, how many and when approximately?
• Is your account currently still open and accessible?

If you have any other relevant communication with the casino (emails, chat transcripts, screenshots), please feel free to share it here or forward it to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

Hi asked though chat multiple time.

mum chat history stats’s 1 month ago then again 4 weeks ago then also again 17h ago. All stating I had a gambling problem. My original sent by email was the 3rd March also stating I had a gambling problem.

Hi Tessa9021,

I would like to kindly ask you to clarify one important point:

• Do you have any screenshots or saved transcripts of the live chat conversations where you informed the casino about your gambling problem and requested self-exclusion?

These records would be very important for us to verify the exact timing and wording of your requests, especially since live chat communication is often key evidence in cases like this.

If you have any such screenshots or other relevant communication, please feel free to upload them here or forward them to petronela.k@casino.guru.

Thank you.

Hi I have added the screen shots my account is still open and letting me bet more money.

Dear Tessa9021,

Thank you for your message and for providing the screenshots — I’m really sorry to hear about this situation, especially considering you clearly stated that you have a gambling problem.

First, I would like to clarify one important point regarding the verification (KYC) the casino is requesting. Even in cases where a player asks for self-exclusion, casinos may still require identity verification. This is mainly so they can correctly identify and store your details for future reference — for example, if you decide to reopen the account in the future or attempt to create a new one. Having your verified data helps them ensure that self-exclusion is properly enforced across accounts.

However, it is very important to note that while this verification process is ongoing, your account should already be restricted, meaning no further gameplay or deposits should be allowed. Based on what you described, this does not appear to have been properly applied, which is concerning.

Secondly, I would like to inform you that I have corrected the casino assigned to your complaint. The issue is actually related to Amonbet Casino, not Amon Casino, as confirmed by your screenshots. Unfortunately, Amonbet currently has a No Reaction Policy on our website, which means they do not cooperate with us in resolving complaints.

Because of this, I’m afraid our ability to mediate this case is very limited, and if the casino continues not to respond, the complaint will most likely be closed as unresolved.

In the meantime, I would strongly recommend the following:

• Proceed with the verification process, if you feel comfortable doing so, to ensure your self-exclusion is properly registered.
• As an additional safety step, consider asking someone you trust to change your account password to something you won’t know, to prevent further access.

I truly understand how frustrating this is, and I’m very sorry we are dealing with a non-cooperative casino in this case.

Please let me know if there are any updates from their side.

Dear Tessa9021,

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,
Petronela
Casino.Guru