AmunRa Casino - La cuenta del jugador permanece activa después de la solicitud de cierre.

On February 26, 2026, I requested the permanent closure of my account via email due to accumulated losses and confirmed the request when your team asked me to. However, the account remained active until March 2, 2026, allowing additional deposits during that period.

I believe that, once the account cancellation was requested, access and deposits should have been blocked to prevent him from continuing to play.

For this reason, I again request that you review the case and reconsider the refund of the deposits made after my closure request.

El 26/02/2026 solicité por correo el cierre permanente de mi cuenta debido a las pérdidas acumuladas y confirmé la solicitud cuando su equipo me lo pidió. Sin embargo, la cuenta permaneció activa hasta el 02/03/2026, permitiendo depósitos adicionales durante ese periodo.

Considero que, una vez solicitada la cancelación de la cuenta, el acceso y los depósitos deberían haberse bloqueado para evitar que pudiera seguir jugando.

Por este motivo, solicito nuevamente que revisen el caso y reconsideren el reembolso de los depósitos realizados después de mi solicitud de cierre.

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Hello,

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

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

• Could you please specify when you sent the follow-up email to the casino? (date; time)
• Could you please specify when was the last time the casino allowed you to deposit?
• Do I understand correctly that you already asked the casino for a refund due to failed player protection? What response have you received?
• Share any recent communication between you and the casino on the topic with me 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

Good afternoon,

The email was sent on February 26th at 00:10h. The casino allowed me to deposit until March 2nd.

The response I received was that they did not issue refunds and they quoted a point from their Terms and Conditions.

Buenas tardes,

El correo fue enviado el 26 de Febrero a las 00:10h. El casino me permitió depositar hasta el dia 2 de Marzo.

La respuesta que recibí fue que no emitian reembolsos y me citaron un punto de sus TyC

Good morning,

I haven't received a response yet. Thank you.

Buenos días,

Todavía no he obtenido respuesta. Gracias

Dear Apenson,

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, Matej (matej.l@casino.guru). 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,

Tomas

Hello Apenson, nice to meet you!

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. Thank you for providing the information I needed. If I require any further details, I will reach out to you directly.

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.

Good morning.

I requested the permanent closure of my account due to accumulated losses and to stop gambling. My intention was to quit betting completely, which is related to responsible gambling. However, the account remained active for several days, and I was able to continue making deposits. It was only when I sent a message to the casino explaining the situation that they finally rushed to close the account immediately.

Thank you and best regards,

Buenos días.

Solicité el cierre permanente de mi cuenta debido a las pérdidas acumuladas y para dejar de jugar. Mi intención era dejar de apostar completamente, lo cual está relacionado con juego responsable. Sin embargo, la cuenta permaneció activa varios días y pude seguir depositando. Fue cuando envié un mensaje al casino explicando el caso cuando entonces si se apresuraron a cerrar la cuenta de inmediato.

Gracias y un saludo,

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.

Dear Apenson,

Following a review of your account and our email records regarding your concerns, we have been unable to locate any correspondence mentioning a gambling addiction.

To assist us in investigating this further, please provide the eight-digit reference number associated with your request. You should have received this number in the automated confirmation email sent by our support team when your message was first received.

Once you provide this reference number, we will be able to locate the specific communication and assist you accordingly.

We look forward to your update.

Kind regards,

AmunRa Casino team.

Dear AmunRa Casino, I believe the ticket ID is 45355925, as per the player's original screenshot.

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.

Dear Matej,

We have sent an email attached evidences for your review.

We look forward to your update.

Kind regards,

AmunRa Casino team.

Dear Matej,

I want to clarify that I requested the permanent closure of my account on February 26th, with no possibility of reopening, as my losses were spiraling out of control. Therefore, the casino knew that my closure request was because I wanted to stop my losses at their source. The next message I received after submitting the closure request was that they had added a €150 free bet and that I was now a VIP (completely ignoring my request and trying to further entice me).

If necessary, I can attach that evidence.

All the best,

Estimado Matej,

Quiero aclarar que yo solicité el cierre de mi cuenta el 26/02 de manera permanente y sin posibilidad de ser reabierta ya que las perdidas se estaban descontrolando. Por lo tanto, el casino sabía que mi solicitud de cierre era por que quería frenar mis perdidas de raíz. El siguiente mensaje que recibí tras pedir la solicitud de cierre fue que me habían agregado una free bet de 150€ y que pasaba a ser VIP (ignorando totalmente mi solicitud y queriendo engancharme aún más).

Si es necesario puedo adjuntar esas pruebas.

Un saludo,

I would like to thank the AmunRa Casino Team for providing further details. I have responded to the message, requesting one more piece of information, to be able to move the investigation forward.

Dear Apenson, when dealing with self-exclusion, it is crucial to mention gambling addiction, as it makes all the difference between regular account closure, and self-exclusion which needs to be taken extremely seriously. Right now I am trying to established the timeline of events, and with it I can advise further steps. Once I get this response from casino, I believe I will be able to share more news.

Thanks Matej,

I also want to clarify that I requested an exclusion via support chat to avoid losing my balance impulsively, and their response was to send an email. Therefore, they didn't immediately address my self-exclusion request either.

Thank you,

Gracias Matej,

Quiero aclarar también que solicité mediante el chat de soporte una exclusion para no perder mi balance por un impulso y su respuesta fue que enviase un email. Por lo tanto, tampoco hicieron caso inmediato a mi solicitud de autoexclusion.

Gracias,

Dear Apenson, the live chat agent reacted correctly, according to the self-exclusion procedure. Since anyone could claim being the player and request self-exclusion, it is industry-wide practice to require an e-mail request to be sent officially from the e-mail address linked to the play account. Everything is mentioned on the responsible gambling page at the casino:

This way it is clear the request is coming from the player, not a disgruntled friend who happens to know all the basic details about the player (like name, home address, DOB or phone number and e-mail). Only a handful of casinos that I have seen in the past, are capable of issuing self-exclusion via live chat.

Correct.

I mean, they already knew why I was requesting my account be closed. And yet they ignored it and even sent me another email saying they had VIP bonuses for me.

Thanks Matej,

Correcto.

Me refiero a que ellos ya sabían el motivo por el cuál estaba pidiendo el cierre de mi cuenta. Y aún así lo ignoraron y además me enviaron otro email diciendome que tenía bonos vip para mi.

Gracias Matej,

Dear Matej,

We have provided a reply to your email.

We look forward to your update.

Kind regards,

AmunRa Casino team.

Thank you, AmunRa Casino, I have responded to the message and I need one more confirmation from yourselves. I believe I have figured out what happened, but would like to have it confirmed before sharing, to ensure I am not misinforming anyone. Thank you for your understanding and cooperation.

Dear Matej,

We have replied and attached the evidence you requested for.

We look forward to your update.

Kind regards,

AmunRa Casino team.

Hello again Matej,

If you need any further input, please let me know, as I have saved screenshots of my communications with Amunra. Their chat agents also gave me information that doesn't match their terms and conditions.

Thank you,

Hola de nuevo Matej,

Si necesitas cualquier otra aportación házmelo saber ya que tengo capturas guardadas de las comunicaciones con Amunra. Sus agentes de chat también me dieron información que no concuerdan con sus tyc.

Gracias,

Thank you, AmunRa Casino, I have got your last message. Much appreciated.

Dear Apenson, can you please e-mail me (matej.l@casino.guru) a screen recording where you show opening the e-mail client, then navigating into the sent mailbox and showing up the self-exclusion message sent to the casino on 26th (or 27th) February in its entire length? I just need the proof it has been sent, as screenshots can be dismissed as evidence these days, but not the video. Thank you for your understanding and cooperation.

Dear Matej,

I have sent the photographic evidence to your email address. I expect Amunra to honor its Terms and Conditions and refund my deposits.

Thank you,

Estimado Matej,

Le he enviado a su correo electrónico la prueba gráfica. Espero que Amunra cumpla con sus TyC y me haga un reembolso de mis depósitos.

Gracias,

Dear Apenson, unfortunately the video has 790kB and is impossible to watch. I can see it is a recording of your mailbox and you following my instructions, however the text is unreadable. Because of that, I am not even sure if you are showing the same e-mail as you have screenshoted in your first post of this thread. Could you do it again, please, in higher resolution? Thank you.

Hi Matej,

It may not be the same since I sent several closing messages.

I'll see if I can improve the resolution.

Hola Matej,

Es posible que no sea el mismo ya que envié varios mensajes de cierre.

Voy a ver si puedo mejorar la resolución.

Dear Matej,

I have already sent you the higher resolution test.

Thank you,

Estimado Matej,

Ya le he enviado la prueba con mejor resolución.

Gracias,

Dear Matej,

I've already resent the video in higher resolution. I'd also like to thank Amunra for her proactive response in helping to resolve the case.

All the best,

Estimado Matej,

Ya he reenviado el video con mejor resolución. Desde aquí dar las gracias también a Amunra por contestar de manera proactiva para una resolución del caso.

Un saludo,

Thank you, Apenson, this video file is crispy clear :)

You have sent me the first message you have sent on 26th, which we would consider a regular account closure. The casino responded to it with further questions. I am trying to figure out whether the screenshot you have posted in your very first post of this thread is the answer you have sent to the casino. Could you please send me another video, showing your response to the casino regarding the questions asked on 26th? If it's not the same message, could you also make another video showing the message from the first post? Thank you. I am trying to establish the date the casino has been made aware of your addiction, so these videos are very helpful.

Good morning Matej,

Yes, I'll send it to you shortly. I should also clarify that they were aware of my addiction through chat.

Buenos días Matej,

Si, te lo hago llegar en breve. Aclarar también que mediante chat también tenían constancia de mi adicción.

Matej, I've sent you proof via email.

Thanks again.

Matej, le he enviado pruebas al email.

Gracias de nuevo.

Dear Apenson, I have received your message, and reviewed the evidence. Your account closure confirmation does not mention the reason for doing it. No mentioning of struggling with gambling habits, gambling addiction or gambling causing you personal harm. Not even selfexclusion is mentioned. Therefore the account closure done on 26th February is considered as regular account closure. That means this account can even be reopen upon your request. While the VIP invitation a day later feels like it came a day too late, with regular account closure it is assumed the player is in full possesion of thier faculties and can simply ignore and delete the message.

Without clearly informing the support team about gambling addiction, it is always assumed there is no problem. Even at Casino Guru, we require players openly state their problems, in order for us to be able to help.

So far, the only evidence of gambling addiction being mentioned is in your original post, within the screenshot showing an e-mail response to casino ticket ID 45355925sent on "Thursday". This is the message I need video recording of in your mailbox, otherwise I have nothing to go back to the casino representative with. Either send me the video or let me know if you are unable to locate the message. Thank you.

Good morning Matej,

I've sent him an email.

Thank you,

Buenos días Matej,

Le he enviado un email.

Gracias,

Dear Apenson, as I have already mentioned in my previous message:

So far, the only evidence of gambling addiction being mentioned is in your original post, within the screenshot showing an e-mail response to casino ticket ID 45355925sent on "Thursday". This is the message I need video recording of in your mailbox, otherwise I have nothing to go back to the casino representative with. Either send me the video or let me know if you are unable to locate the message. Thank you.

That means the very first post that you opened this complaint with. If you do not have that message in your "Sent" mailbox and can't provide video proof, I will not be able to mediate any further.

Dear Apenson,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Matej
Casino.Guru