AmunRa Casino - La cuenta del jugador se desactivó por confusión de varias cuentas.

My account has been deactivated because apparently there are two accounts. I don't understand because I only have one account. Unfortunately, I didn't know that my partner isn't allowed to transfer money to me, as it's prohibited. Now they think my partner has two accounts, but that's not the case. The first account I registered is mine with my account number 027, while my husband's has the account number 018. I'm not sure how many times I've already sent an email, but it has yet to be answered.

Mein Konto wurde deaktiviert anscheinend sind 2 Kontos ich verstehe es nicht da ich nur ein Konto habe leider wusste ich nicht das mein Partner mir kein Geld rauf überweisen darf das das verboten ist jetzt denken sie mein Partner hat 2 Kontos ist aber nicht so weil das erste Konto was ich registriert habe ist meines mit meinen Konto 027 von meinen Mann Ost es 018 ich weiss nicht wie oft ich schon eine e- Mail hinschicken aber nicht beantwortet wurde

Dear zenlicka23,

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 you and your partner share any of the following: household or email address, telephone number, same payment method, IP, or device?
• Have you, or your partner profited from any promotional offers?
• Was your account previously verified?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Hello, yes, I did. The payment was made from the same cell phone, but I don't understand that he accepts my identity.. and not my account.. because my husband's account was saved and not mine. I don't understand that

Hallo ja habe ich es wurde vom gleichen handy die Zahlung gemacht aber ich verstehe ja nicht das meine Identität er annimmt..und mein Konto nicht.. weil als konto das von meinen Mann gespeichert wurde und nicht meines das verstehe ich nicht

Hi zenlicka23,

• Do I understand correctly that the deposit to your casino account was made from your partner's payment method (cell phone)?
• Do you and your partner share any of the following: household or email address, telephone number, same payment method, IP, or device?
• Have you, or your partner profited from any promotional offers?
• Was your account previously verified?

Thank you.

Yes, my husband paid 100 euros into my account with my cell phone but his account was probably saved in my account, so yes, indetity was saved but my account number didn't work

Ja mein Mann zahlte mit meinen handy 100 euro auf mein Konto aber sein Konto wurde bei meinen Konto wahrscheinlich gespeichert deswegen ja indetät wurde gespeichert aber meine Kontonummer ginge nicht

Hi zenlicka23,

You still haven't answered all my questions. However, it's important to note that if your partner deposited funds into your account, it is deemed a violation of one of the fundamental rules upheld by online casinos, which prohibits playing with someone else's money.

Please see the terms and conditions (here):

Furthermore, please check our Fair Gambling Codex for Players: 

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you. 

Thank you very much in advance for your reply and understanding. 

I'm not reading that omg something so stupid, but can I connect a new account or is it forbidden to open a new account? Email address is b***** er@gmx.c ****no

Name is Mario G***** mobile number is +43 660******054

Das leste ich nicht omg so was blödes naja aber darf ich ein neues Konto verbinden oder ist das verboten ein neues Konto zu eröffnen Email Adresse ist b*****er@gmx.c****ne

Name ist Mario G***** handynummer ist +43 660******054

Hi zenlicka23,

Indeed, it's against the rules to create multiple accounts at any online casino, especially if you intend to use someone else's credentials. Considering that your casino account was knowingly funded with your partner's funds, I'm afraid we are unable to offer assistance at this time.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.