AmunRa Casino - Pelaajan kotiutuspyyntö on hylätty ja tili suljettu.

Amunra rejected my withdrawn (297 USD) and closed my account. I used this casino because this website show they as good and honestly. Ive more balance in account. Seeing more complaints vs Amunra this is not just with me.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
• Did you accumulate your winnings with or without a bonus?
• Have you received any emails from the casino after your account was blocked?

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

Best regards

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

As i remember i used all games types: live casino, slots, bonus spins, bets on sports

Ive no pending bonus, and all tries using bonus ive failed(and then cancelled the bonus), so my balance is not bonus.

Ive made a withdrawn before.

No KYC requested.

Ive contacted they on e-mail today, and they say will be withdrawn all my funds to my wallet adress, but dont said a timeframe.

Please forward me all the communication between you and the casino customer support regarding the closure of your account and the payment of your remaining balance at veronika.f@casino.guru. Thank you for your cooperation.

The issue with Amunra became more serious, since when they closed my account, all my accounts at casinos belonging to the same company were also closed. This includes casinos such as RobyCasino, Robocat, Supabet, and others that I was no longer using but had played at for a considerable amount of time without issues, except for the delay in payments — although they always eventually paid.

However, this also includes casinos that I was actively using at the moment, in addition to Amunra: StoneVegas (which has already requested my address for a manual withdrawal, so I believe they will process the payment), Pistolo (no clear response yet), Spinbara (no clear response), and Wazamba (same situation as the previous ones).

I have already sent the communications with Amunra to the email address requested here. I also attempted to contact the other casinos, but since they all belong to the same company, I am not sure how I should properly proceed with this complaint.

Thank you very much, MarlonUser, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear MarlonUser,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from AmunRa Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear AmunRa Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear MarlonUser,

Thank you for reaching out to us.

We would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:

T&C 4.1 : - By opening an account on our Website and by using our Website you warrant that:

You are acting on your own behalf.

The credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person.

Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

9.4 : - Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account.

---------------------------------

Dear Kubo,

We will provide you with the details regarding the decisions made by the casino via email.

Thank you for your patience and understanding.

Kind Regards,

AmunRa Casino Team

In conversations with Amunra, they initially said they would refund my money, but apparently, I'm starting to wonder if they'll actually do that. I don't know if that's the case, but they seem to be saying I violated some term regarding my identity. I can prove through any documentation or video that only I had access to the account. I didn't violate any terms, and this headache only started after the withdrawal attempt.

Dear AmunRa Casino,

Thank you for your clarification. However, regarding the details you provided via email, I must note that they cannot be considered a sufficient justification for the actions taken against the player, as they only confirm the account closure - information we were already aware of.

I kindly ask that you provide more detailed information regarding the reasons for blocking the player’s account.

Thank you for your attention to this matter.

Dear Kubo,

We have sent all relevant documents to you via email.

If you need any additional information or assistance, please don’t hesitate to let us know.

Kind Regards,

AmunRa Casino Team

Dear AmunRa Casino,

Thank you for providing additional details regarding this matter. However, the information received still does not offer sufficient clarity regarding the case at hand. While you have indicated the reason for closing the player's account, the explanation appears to be based on unsubstantiated suspicion rather than concrete justification.

Allegations regarding the player’s conduct, without supporting evidence, are insufficient for us to draw a conclusion or support the casino's position.

We must therefore respectfully request that you provide relevant and substantial evidence to substantiate your claims. Specifically, we would appreciate a detailed account of the red flags and triggers that led to the actions taken against this player.

Thank you for your cooperation and understanding.

Update: Amunra Casino reopened my account, but I can't withdraw due to rollover issues. I had previously wagered the entire balance in my account; I believe they refunded my account balance, but this must have somehow reset my progress, preventing me from making a withdrawal.

Dear MarlonUser,

We have sent you an email requesting your bank details so we can proceed with refunding your funds.

Please check at your earliest convenience.

Kind Regards,

AmunRa Casino Team

Dear AmunRa Casino,

Thank you for reassessing this case and for your decision to refund the player's funds. Could you please confirm that you have received the player's bank details and advise on the expected timeframe for issuing the refund?

Thank you.

Dear Casino Guru,

Withdrawal request has been forwarded to the appropriate department, which will process the payment at the earliest opportunity.

Once we receive confirmation from them, we will respond here.

Thank you for your patience and understanding.

Kind Regards,

AmunRa Casino Team

Dear  MarlonUser,

Thank you for your patience. We’ve received a response from the relevant department.

Unfortunately, we were unable to process your payment.

Please provide a valid cryptocurrency address, as the one you previously submitted appears to be incorrect.

Make sure the address is:

BTC

LTC

DOGE

ETH

USDC (ERC20)

Kind Regards,

AmunRa Casino

Dear MarlonUser,

Thank you for providing your wallet address.

Dear AmunRa Casino,

Could you please confirm that you have received the player’s wallet address and that the payout has been initiated on your end?

Thank you.

Dear Casino Guru,

Yes, withdrawal request has been forwarded to the appropriate department, which will process the payment at the earliest opportunity.

Thank you for your patience and understanding.

Kind Regards,

AmunRa Casino

I received the full amount in my account. Casino Amunra fulfilled its obligations and made the payment.

Dear MarlonUser,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best regards,

Kubo