AmunRa Casino - La cuenta del jugador fue reabierta a pesar de la autoexclusión.

Amunra Casino reopened my betting account on February 6, 2025, without my request or consent. It had been permanently closed due to my gambling addiction. On April 7 and April 18, I clearly reported my gambling addiction by email and requested immediate account closure. Amunra has ignored the entire process and profited from my uncontrolled gambling addiction. Several offers to refund my losses or make a similar offer in recent weeks have also been unsuccessful. This casino is now mocking me. Knowing that I have a gambling addiction, they do absolutely nothing to protect me. Yet they promise on their website that they will close my account within 24 hours if I report a gambling addiction. I hope Casinoguru can help me.

Das Amunra Casino eröffnete am 06.02.2025 das Wettkonto ohne meine Aufforderung oder Zustimmung wieder. Dieses war wegen meiner Spielsucht unwiderruflich geschlossen. Am 07.04. und 18.04. zeigte ich unmissverständlich per Mail meine Spielsucht an und bat um umgehend Kontoschliessung. Amunra ignoriert die ganze Zeit das Ganze und profitiert von meiner unkontrollierten Spielsucht. Auch mehrere Angebote in den letzten Wochen mir meine Verluste zurückzuerstatten oder ein entsprechendes Angebot zu unterbreiten blieben erfolglos. Dieses Casino verhöhnt mich mittlerweile. Wissend, dass ich spielsüchtig bin unternehmen Sie rein gar nichts um mich zu schützen. Dabei versprechen Sie auf Ihrer Seite das Konto bei Anzeigen einer Spielsucht innerhalb 24 Stunden zu schließen. Ich hoffe, Casinoguru kann mir helfen

Dear sagnol80,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

Self-exclusion request: you can contact Support Service Tearn via e-mail: support@amunra.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Could you please forward me the self-exclusion request you sent to the casino in order to close the account for the first time? My email address is kristina.s@casino.guru. Also, do you currently have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear sagnol80,

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.

All necessary documents were forwarded to Casino Guru. AmunRa has since closed the account. This happened after they ignored my self-exclusion requests, reopened the account without my consent, and nearly drove me into personal bankruptcy. I had reported my gambling addiction several times.

Alle notwendigen Unterlagen wurden an Casino Guru weitergeleitet. AmunRa hat das Konto mittlerweile geschlossen. Und das nachdem sie meine Selbstausschlussanträge ignoriert hatten, das Konto ohne meine Zustimmung wiedereröffnet und mich fast in die Privatinsolvenz gebracht haben. Meine Spielsucht hatte ich mehrfach angezeigt.

Thank you very much, sagnol80, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@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 sagnol80,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear AmunRa Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear all,

We are sorry for the inconvenience caused.

We are working on the request with the highest priority.

We appreciate your patience in this matter.

King regards,

Amunra team

Dear AmunRa Casino,

We will be waiting for your updates.

Dear all,

We appreciate your patience regarding this matter, once again we apologize for the delay. We are working diligently with the relevant department to resolve this for you as soon as possible.

Best regards,

Amunra Team.

Dear AmunRa Casino,

We are anxiously waiting to hear from you.

My final plea. I had already sent numerous emails to AmunRa in May to resolve the issue. The receipts were acknowledged, and I was assured that the matter was a top priority. The fact is, the fault lies with the casino. The account of a gambling addict, which had been permanently and irrevocably closed, was reopened by AmunRa without my request or consent. Therefore, the casino should take responsibility and refund the entire balance of losses since the reopening to me. I hope things start moving at AmunRa now.

Nochmal ein Schlussplädoyer von mir. Ich hatte bereits im Mai zahlreiche Mails an AmunRa geschickt um das Anliegen zu lösen. Die Eingänge wurde bestätigt und man versicherte mir, dass das Ganze oberste Priorität genießt. Fakt ist, die Fehler liegen beim Casino. Das dauerhaft und unwiderruflich geschlossene Konto eines Spielsüchtigen wurde ohne meine Aufforderung oder Zustimmung seitens AmunRa wiedereröffnet. Daher sollte das Casino die Verantwortung dafür übernehmen und den gesamten Verlustsaldo seit der Wiedereröffnung an mich zurückerstatten. Ich hoffe da kommt jetzt Bewegung bei AmunRa

Dear all,

We are deeply sorry for the delay and any inconvenience this may cause. Please be assured that we are working on your request with high priority.

We will provide further information as soon as possible.

Thank you for your patience and understanding.

Best regards,

Amunra Team.

Dear AmunRa Casino,

We will be waiting for your updates.

Dear all,

We apologize for the delay on our response, we are currently awaiting the response from the relevant department to continue with your request.

We kindly ask for some patience while we work on this for you.

Best regards,

AmunRa Team.

Dear AmunRa Casino,

We will be waiting for your updates. Please know that I will not be setting these timers indefinitely.

Dear all,

Thank you for your patience.

Please be assured that we are working with high priority on your case. We would kindly like to apologize for the delay and any inconvenience this may cause.

We will provide you with further information as soon as possible.

Thank you for your understanding.

Best regards,

AmunRa Team.

Dear AmunRa Casino representatives, I was told in May, when I informed you of this several times by email, that "my request will be treated with the highest priority."

The matter should be resolved this week if possible, I think Casino Guru agrees.

Many greetings to all

Verehrte Casino-Vertreter von AmunRa, ich habe bereits im Mai, als ich Sie mehrmals per Mail auf das Ganze aufmerksam gemacht hatte, die Auskunft „mein Anliegen wird mit oberster Priorität behandelt „ bekommen.

Die Angelegenheit sollte wenn möglich diese Woche abgeschlossen werden, ich denke Casino-Guru ist der gleichen Meinung.

Viele Grüße an Alle

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Casino Guru team, I have signed and returned AmunRa's refund offer. I'll let you know when it's done.

Best regards

Hallo liebes Casino-Guru Team, ich habe das Rückerstattungsangebot von AmunRa unterschrieben und zurückgeschickt. Ich sage Bescheid wenn das Ganze erledigt ist.

Viele Grüße

Dear all,

We appreciate your patience.

Kindly note we are working on the request with the highest priority

Thank you for the understanding.

Best regards,

AmunRa Team

Hello everyone, the refund from AmunRa has been transferred to me. Many thanks to the Casino Guru team for their support and also to AmunRa for their generous cooperation and resolving the matter.

Hallo zusammen, die Rückerstattung seitens AmunRa wurde an mich überwiesen. Vielen Dank an das Casino-Guru-Team für die Unterstützung und ebenfalls an AmunRa für das kulante Entgegenkommen und die Lösung der Angelegenheit.

Hello sagnol80,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear sagnol80,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru