AmunRa Casino - La cuenta del jugador se cerró con ganancias pendientes.

Hello,

I have played on this site and have earned winnings of 4816.27 €.

They have closed my account and refunded my deposits which add up to 550€

Hola,

He jugado en esta página y he obtenido unas ganancias de 4816.27 €.

Han procedido a cerrar mi cuenta y abonar los depósitos realizados que ascienden a 550€

Dear Pulgo54,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

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

Approximately I registered on July 22.

I played the so-called slots and no, I didn't play with any bonus.

Aproximadamente me registré sobre el día 22 de julio.

Jugaba a las llamadas slots y no, no jugaba con ningún bono.

Thank you, Pulgo54, for your reply. We will contact the casino and ask for their assistance, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

Dear Pulgo54,

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.

No no. there is no possibility

No, no. No existe posibilidad

Thank you very much, Pulgo54, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Pulgo54,

I wanted to inform you that since Tomas, your assigned resolver, is currently on vacation, I have decided to extend the timeline by an additional 7 days. Given that Tomas possesses the most comprehensive understanding of your situation and maintains direct communication with the casino, I believe this extension is warranted. Your patience is greatly appreciated, and I assure you that Tomas will reach out to you at the beginning of the upcoming week.

Thank you for your understanding and continued patience.

Hello Pulgo54,

First of all, sorry for the delayed response. I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask AmunRa Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been closed, winnings confiscated and only deposit refunded?

Thank you.

Kind regards,

Tomas

Dear all,

Thank you for reaching out.

Please be informed that an email was sent to tomas.k@casino.guru. Looking forward for your reply!

Best regards,

AmunRa.com

Dear Pulgo54,

Can you confirm if you registered your account in your name and used a payment method that belongs to you?

Kind regards,

Tomas

Hello,

Yes Yes.

Hola,

Si, si.

Was your account KYC verified before the closure?

Yes, the account was verified.

Sí, la cuenta se encontraba verificada.

Dear Pulgo54,

If this information is correct, could you please send me the same documents that you submitted to the casino for verification? Here is my email address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

Dear Pulgo54,

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 all,

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.

Kind regards,

Tomas