AmunRa Casino - La cuenta del jugador ha sido bloqueada.

Hello,

A few days ago, I deposited 100 euros onto the aforementioned website and started playing. My 100 euros turned into over 1000 euros and after playing a bit more, I decided to withdraw 500 euros. The next day, I cancelled the withdrawal and played some more. I ended up back at my original value and then withdrew 500 euros. That was yesterday. Today, I tried to log in and was unable to. When I sent an email, my original deposit of 100 euros suddenly reappeared instead of the 500 euros I had requested to withdraw. I haven't used any bonuses or anything like that.

hallo,

ich habe vor ein paar tagen 100 euro auf oben genannte webseite eingezahlt und gespielt. aus 100 wurden über 1000 und nach ein wenig weiterspielen wollte ich dann 500 euro ausbezahlen. einen tag später habe ich die auszahlung storniert und wieder gespielt. ich bin auf meinem ursprungswert gelandet und habe dann 500 ausbezahlt. das war gestern. heute woltte ich nachsehen und konnte mich nicht mehr einloggen. als ich ein email geschreiben habe kam plötzlich meine ursprüngliche einzahlung von 100 euro anstatt meiner beantragten 500. ich habe weder boni noch sonstn etwas verwendet

Dear autobetting1977,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you had €500 in your casino account when the casino blocked it? Could you please advise if you passed the KYC verification before the casino blocked you?

Which games you focused on while your account was still active - slots, live casino, sports betting, etc.?

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

Best regards,

Kristina

Dear autobetting1977,

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.

Hello,

I played bloodsuckers 2 almost exclusively, i.e. slot machines. I wanted to verify the account but got the message that there is no need for verification at this time. That's right, I couldn't log in anymore and I got an email saying that my account was closed without the possibility of reopening it.

Hallo,

ich habe fast ausschließlich bloodsuckers 2 gespielt,also spielautomaten. Ich wollte den Account verifizieren bekam aber die Nachricht,das zum gegenwärtigen Zeitpunkt kein Bedarf zur Verifikation besteht. Richtig, ich konnte mich nicht mehr einloggen und in einer Email wurde mir mitgeteilt,dass mein Account geschlossen wurde ohne die möglichkeit ihn wiederzueröffnen.

Thank you very much for your reply, autobetting1977. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear autobetting1977,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of autobetting1977. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Could you please give us any updates on the current situation so we can proceed with this complaint accordingly?

Nothing has changed. I asked Amunra 3-4 times by email to pay me the missing 400 euros. However, there is always only an automated response that the case is forwarded to the appropriate "department".

Es hat sich nichts geändert. Ich habe Amunra 3-4 mal per Email aufgefordert mir die fehlenden 400 Euro auszuzahlen. Es kommt aber immer nur eine automatisierte Antwort das man den Fall an die entsprechende "Abteilung" weiterleitet.

Thank you very much, autobetting1977, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello autobetting1977,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite AmunRa Casino to join the conversation.

Dear AmunRa Casino,

Can you please provide us with information on why the player's account is blocked?

Dear Michal,

Thank you for contacting us.

We have sent you all the details on your email. Please let us know if you have any questions.

Best Regards,

Amunra

Thank you for your response and email, Amunra team.

I responded to your email and am expecting more details.

Dear Michal,

We are checking the details with the relevant department and we will let you know once we have an update.

Thank you for your patience!

Sincerely,

Amunra

Dear Amunra team,

I'm still waiting for a response from you.

Dear Michal,

Thank you for contacting us.

We would like to inform that after a careful review, we have decided to verify the customer's account.

Therefore, we re-credited the winnings and reopened the customer's account. Additionally, we requested documents that the customer can upload directly by logging in to their gaming account.

We kindly request the customer to upload the documents in order to continue the verification procedure.

Thank you for your understanding and cooperation!

Best Regards,

Amunra

Thank you for your response, Amunra team.

Dear autobetting1977,

As per the Amunra team's response, please upload the documents in order to continue the verification procedure.

I have my fingers crossed🤞that your verification will be successful and you will be able to receive your winnings.

Please keep me updated.

Hello,

Thank you in advance for the patience of the CasinoGuru team. I have uploaded all the required documents now, although I am very reluctant to provide an ENTIRE MONTH's transaction history for a SINGLE transaction. But whatever, said and done. I hope that the payout will finally work out because of a lot of hassle for very little.

Hallo,

Vielen Dank schon mal Vorab für die Geduld vom CasinoGuru Team. Ich habe alle erforderlichen Dokumente jetzt hochgeladen,obwohl ich nur sehr ungern den Transaktionsverlauf eines GESAMTEN MONATS für eine EINZELNE Transaktion zur Verfügung stelle. Aber was solls,gesagt getan. Hoffe das jetzt endlich die Auszahlung klappt wegen viel Ärger um sehr wenig.

Dear Customer,

Thank you for providing the required documents.

We would like to inform that your account has been successfully verified.

Moreover, we have added back your account balance. Regrettably, the entirety of this balance has been utilized for gaming activities by you, leaving no remaining funds available for withdrawal at this time.

However, we wish you all the best in your future activities.

With this, we assume the case to be resolved.

Best Regards,

Amunra

Thank you for your response, Amunra team.

Dear autobetting1977,

Based on the above mentioned can we consider your complaint to be resolved?

Dear autobetting1977,

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.

Dear autobetting1977,

Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this, we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal

Casino Guru