AmunRa Casino - Povlačenja igrača su odložena.

Casino name: AmunRa Casino

Operator: N1 Interactive Ltd

License: MGA/B2C/394/2017

Disputed amount: 4000 PLN

Complaint:

I am submitting a formal complaint regarding unpaid withdrawals from AmunRa Casino operated by N1 Interactive Ltd.

I requested two withdrawals:

2000 PLN – Bank Transfer

Date: 20/12/2025

Transaction ID: cb9a2eb0-ebe5-49c0-8b02-7fa023c13093

2000 PLN – Ripple

Date: 22/12/2025

Transaction ID: d08c5426-649b-4314-8987-75044e096c9a

Both withdrawals have been stuck in "verification" status for more than 20 days.

I have contacted customer support daily for over 15 days. I only receive generic answers such as "we are checking" with no real progress, no deadline, and no explanation.

My account is verified and there are no bonus or wagering issues involved.

I believe this is an unjustified and unreasonable delay in payment, which violates MGA player protection rules.

I request:

• Immediate payment of 4000 PLN

• Clear explanation for the delay

• Intervention from the complaint resolution team

I can provide screenshots, transaction confirmations and chat history as evidence

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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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.

• What types of games did you play to accumulate your winnings?
• Have you made any successful withdrawals from this casino before?
• When was the last time you communicated with the casino regarding the review of your withdrawal requests?

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

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.

Hello Veronika,

Thank you for your reply.

Here are the requested details:

• I mainly played slot games, including Bassbet and Detective Donut.

• Yes, I have made several successful withdrawals from this casino in the past.

My last withdrawal of 1200 PLN was paid on 03/12/2025, however it was processed only after 12 days of delay.

• My account has been fully verified for approximately two years.

• The last communication with the casino regarding my current withdrawals was everyday in last 10 days, and since then I only receive generic responses without any concrete explanation or payment timeline.

Despite my long history with this casino and verified status, my current withdrawals of 4000 PLN remain unpaid for over 21 days.

I believe this indicates a recurring pattern of delayed payments rather than an isolated issue.

Please let me know if you require any additional evidence or clarification.

Kind regards,

Kamil

Hello,

I would like to update my complaint with the latest response received from AmunRa Casino.

The casino informed me that my documents were forwarded to their Verification Team and that the Finance Department may take up to 10 days to review the verification after submitting all required documents.

They also stated that their Finance Department works only between 10:00 and 19:00 (UTC+2), excluding weekends and public holidays, which further extends the waiting period.

This means that after my withdrawals have already been pending for more than 20 days, the casino is now introducing an additional potential delay of up to 10 more working days.

This directly contradicts their publicly stated policies, where they claim:

• Account verification is usually completed within 24 hours.

• Withdrawals are processed within up to 3 business days.

Furthermore:

• My last successful withdrawal was completed on 03 December 2025.

• My account has been active for approximately two years.

• I have made several successful withdrawals in the past.

• All requested documents have now been submitted.

Despite this, the casino continues to rely on internal procedural timeframes instead of respecting their advertised timelines and fair withdrawal practices.

I believe this demonstrates:

• A systematic delay in verification and payments.

• Inconsistent application of their own rules.

• A lack of transparency and good faith in handling withdrawals.

I am fully cooperating with the KYC process, however I feel that the casino is using verification procedures as a tool to postpone payment.

I kindly ask CasinoGuru to continue mediating this dispute.

Kind regards,

Kamil

Dear Szyman94

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, Martin ([email protected]). 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,

Veronika

Hello Szyman94,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the AmunRa Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which Szyman94 can expect his withdrawal to be processed? Alternatively, are there any issues with the verification process?

Dear Casino Guru,

The player is required to provide proof of ownership for the bank account ending in 10.

This document must be submitted in its original PDF format (downloaded directly from online banking), ensuring that both the account holder's name and the full account number are clearly visible.

Additionally, he must submit proof of ownership for his E-wallet ending in Mv0.

Once these documents are received, we can finalize the verification of his account and proceed with his withdrawal request.

Kind Regards,

AmunRa Casino Team

Dear casino representative,

thank you for your response, I hope the issue will be resolved in the near future.

Dear Szyman94,

if you haven't already, please provide the casino with the mentioned documents. You can also can also include my email address [email protected] among the recipients, that way, we will be able to confirm the reception of the documents and wait for the casino to undertake the verification procedure.

Dear CasinoGuru Team,

Thank you for your involvement. I would like to clarify the exact timeline of the verification process, as the situation has been repeatedly misrepresented as a standard KYC procedure.

Here is the factual chronology:

• The casino requested the first KYC only after my withdrawal had already been delayed for 16 days.

• As proof of bank account ownership, they initially accepted confirmation of their own transfer to me, dated 03.12.2025, at a time when the withdrawal delay had already reached 22 days.

• When the delay reached 24 days, they changed their position and requested a bank statement, either as a screenshot or PDF.

• When the delay reached 26 days, they again changed their position and stated that the screenshot was no longer acceptable and demanded a PDF instead.

This PDF was provided on the same day.

Today marks 30 days of withdrawal delay.

I have now been waiting four days for acceptance of the latest submitted documents.

It is important to note that:

• I always submit requested documents within hours.

• The casino takes several days to review them.

• After each review, the requirements are changed again.

This pattern shows that the issue is not about missing documents, but about continuously changing verification requirements, which results in an ongoing and unjustified extension of the process.

In my view, this constitutes a serious procedural violation rather than a standard verification procedure.

I remain fully cooperative and willing to provide any objectively necessary documents. However, I respectfully request that the casino finally finalize the verification based on the documents already provided and proceed with my withdrawal without further delay.

I can confirm everything by screenshots.

Kind regards,

Kamil

Dear Szyman94,

thank you for your response. Even if you have provided this exact document to the casino already, please do so once more. This time however, please add me to the recipients list - this way we will be in the loop and will be able to help with the resolution process swiftly in case any further issues arise.

Hello,

I would like to clarify that I already sent the requested documents last Friday.

Initially, the casino accepted the first document (their own transfer confirmation showing my details). After three days, they changed their position and requested a bank statement in PDF or screenshot format. I provided a screenshot. Three days later, they changed their position again and stated that only a full PDF would be accepted.

I therefore submitted the full PDF bank statement last Friday and have now been waiting for three days for it to be reviewed.

All of the above can be confirmed with screenshots if required.

Kind regards,

10 working days for checking 1 document make me mad xd

Dear Szyman94,

can you please state whether you are willing to provide us with the documents as well? Please note all of the requested information will remain confidential and will not be shared. My official e-mail address is [email protected].

When we review the provided documents we will be able to assess whether we consider them fit for verification and have a more complete overview of the case.