AmunRa Casino - general discussion (page 9)

Thank you for keeping us up to date. I can also see it is now the casinos' turn to join in the complaint and explain the matter clearly.

I hope for a fast response because it has been quite some time for you to be dragged into such unfavorable events.

Dear Radka,

Dear CasinoGuru Team,

I would like to provide a brief update and clarification regarding the current situation.

This is now the 7th round of KYC-related verification requested by the casino in relation to the same withdrawal. The withdrawal has been pending for 43 days as of today.

Each verification step on the casino’s side has taken between 4 and 9 days, despite all requested documents being submitted by me promptly.

Importantly, Martin* has already reviewed the December bank statement in original PDF format, which the casino is currently requesting again, and confirmed that there are no issues preventing its use for verification purposes.

At this point, the repeated requests for the same documentation, combined with long internal review times, appear disproportionate and are causing further delay without clear justification.

I am mad, am tired, but I am fully cooperative and remain available for any clarification, however I kindly ask for your guidance on how to proceed, as all requested documents have already been provided multiple times.

Kind regards

Hello.

I can't even imagine how demanding such a situation must be for you. Just to be clear, I did not review the bank statement; the mediator did. I see the casino representative has somehow responded to Martin's question, but I can't see the details.

Hopefully it will end soon.

The casino responded today by quoting general T&C clauses without addressing the concrete issues raised (7 KYC rounds, repeated document rejections, mediator-reviewed December PDF). The verification remains unresolved after 44 days.

I spot that this is a copy of a post from the complaint thread and both you and Martin have progressed further, so I'll leave that, since it is outdated, I reckon.

Update:

The casino has now initiated a 7th KYC round, requesting additional data related to BLIK transactions and a second bank account, despite multiple bank statements already being provided and reviewed.

The withdrawal was requested on 20 December 2025 and remains unpaid as of today (over 45 days).

All requests are being fulfilled; however, verification requirements continue to be expanded instead of concluded. I am awaiting the casino’s response following the ADR deadline.

Just an hour or so ago, Martin specifically asked the casino representative to explain the following:

"What is the reason for further verification requests? Are there any concrete issues which need to be addressed?"

Update for other players:

As of today, 53 calendar days have passed since I requested my withdrawal on 20 December 2025, and I still have not received the funds.

During this time, I have undergone seven separate KYC verification rounds, providing all requested documents promptly each time.

The case is currently under mediation, but the withdrawal remains unpaid.

I am sharing this purely as factual information for transparency.

I've been waiting two months for my withdrawal. They've cancelled it again, and I've never had a problem making deposits. They tell me I have to send a photo of the card with the expiration date, but the problem is I have no way of doing that. For security reasons, my bank won't give me access to any document showing the expiration date, only a certificate of ownership. I've mentioned this several times, and they tell me they've already informed the department so they don't reject it, but they keep rejecting the document.

Does it mean that you don't have a physical card, right?

I believe that if you are unable to deal with this situation on your own, our complaint team could try to help.

What do you say?

Here is the link where you can submit a complaint, if you wish, so we can intervene.

Hello, I submitted a withdrawal request on Amunra.com 11 days ago, and the transfer still hasn't gone through. Support keeps telling me every day that the withdrawal is delayed. I've never had to wait this long for a payout before. I've already submitted a complaint via email, but haven't received a response yet.

Please help me..

It really has been a long time.

Is your account already verified there?

If you need help from our complaint team, please follow this link, where you can submit your complaint, and we will do everything possible to resolve the issue.

Hi Romi, thanks for your reply, but I did receive the payment last night. Thank you so much for your effort.

Can one vent about Amunra here?

I've had a winning bet for 4.5 days now, but it hasn't been paid out. No one is responding to my emails, and the live chat just keeps giving me the runaround.

Hi. Feel free to vent here, but could you describe your situation in a bit more detail?

You mentioned that you’re waiting for your winning bet to be paid out, right? From what you’re saying, I assume this was a sports bet.

It would definitely be helpful if the casino could explain why it’s taking so long, because four and a half days already sounds like quite a while. And since you posted this two days ago, I assume you’ve now been waiting even longer.

I can see that you already tried contacting live chat. What exactly did they tell you about the delay? Did they give you any specific reason why the winning bet still hasn’t been settled or paid?

Hello,

Nothing has been triggered yet. In about 3 hours, it will be exactly 7 days since the bet was placed.

In the live chat, they sometimes say there are problems with the third-party provider, then it's supposedly a "bonus" problem.

There's no bonus at all. This is all very annoying.

Yes, I could understand it if the delay was caused by a third-party payment provider.

But if they then give you a completely different explanation and start talking about a bonus that, according to you, you never even claimed or used, that raises another question entirely.

We generally give casinos up to 14 days to resolve withdrawal issues and send the player their money, so that’s something I’d keep in mind as well.

There is still one important thing you haven’t answered, though: does your situation involve sports betting? Were the winnings you’re trying to withdraw connected to sports bets?

Yes, it's a sports bet. I also received feedback yesterday:

We sincerely apologize for any inconvenience caused by your request.

As far as we can see, it has already been forwarded to the responsible team, which is currently reviewing it carefully. You will receive feedback via email as soon as the review is complete.

Thank you for your patience and understanding – we greatly appreciate you as our customer.

If the casino is already reviewing the situation, then I’d probably give them a little more time and see whether they come back to you with something concrete.

If nothing changes after that, then making a complaint elsewhere would make sense. Since you mentioned that this is related to sports betting, it unfortunately wouldn’t be something our complaint team could handle, as we don’t specialize in that area.

If you want, I can share some links to services that do deal with sports-betting complaints. So feel free to come back with an update once you have one, and if nothing changes, I can at least try to point you in the right direction.

Yes, links to complaint offices would be good.

I mean, it's not even about a payout, just about triggering the individual bet. And now it's already been 9 working days. That's ridiculous.