AmunRa Casino - La cuenta del jugador fue reabierta después del cierre.

Hello, I am opening this complaint to know what you think about this casino that you rate with a high security index, which reopened my account closed for gambling addiction, after I sent an email where I declared that I was not a gambling addict.

A casino with a high security index should never reopen a gaming account closed for gambling addiction even if the player declares not to be a gambling addict, don't you think?

Thank you

Salve, apro questo reclamo per sapere cosa ne pensate di questo casino che valutate con un indice di sicurezza alto, che ha riaperto il mio account chiuso per ludopatia, dopo che ho mandato una email dove dichiaravo di non essere ludopatico.

Un casino con un indice di sicurezza alto non dovrebbe mai riaprire un conto gioco chiuso per ludopatia neanche se il giocatore dichiara di non essere ludopatico non credete?

grazie

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with AmunRa Casino.

If you informed the casino in the past about your gambling problems, the casino should not reopen your account, in our opinion.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share a communication in which you informed the casino about your gambling addiction?
• Do I understand you initiated the reopening of your player's account? Could you please provide a more detailed timeline of key events?
• Could you please advise when the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?
• Please share the information to my email at tomas@casino.guru

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Hi Tomas, I will forward you all communications with the casino by email, the last time I deposited was Saturday 24/05.

The casino closed for problem gambling in March, then the other day I asked in live chat how to reopen my account, they sent me a message which I copied to my email and sent to their support.

Shortly after my account was reopened.

I did not ask the casino for a refund, also because I declared that I am not addicted to gambling and that I am aware of what I am doing.

Thanks for your support.

Ciao Tomas, ti inoltro tramite email tutte le comunicazioni con il casino, l ultima volta che ho depositato è stato sabato 24/05.

Il casino ha chiuso per gioco problematico a marzo, poi l altro giorno ho chiesto in live chat come poter riaprire il mio account, mi hanno mandato un messaggio che ho copiato sulla mia email e mandato al loro supporto.

Poco dopo il mio account è stato riaperto.

Non ho chiesto al casino il rimborso, anche perché ho dichiarato di non essere dipendente dal gioco e di essere consapevole di quello che sto facendo.

Grazie del supporto.

Thank you very much, Enjoy1984, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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 Enjoy1984, we meet again!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of AmunRa Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Enjoy1984,

Thank you for reaching out to us!

We are truly sorry for the inconvenience regarding your account closure. We can confirm that your account is now closed.

We would kindly like offer you a refund of your deposits as a compensation.

Thank you for your cooperation.

Best regards,

AmunRa team

I received the refund from the casino.

Thanks for your support!

Ho ricevuto il rimborso dal casino.

Grazie del supporto!

Dear Enjoy1984,

I am very happy to hear that your issue has been resolved, and would like to thank AmunRa Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also once again strongly recommend installing free app BetBlocker (https://betblocker.org/it/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and it really does help.

Lastly, as you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru