AmunRa Casino - La retirada del jugador se ha retrasado.

Hello,

I would like to file a complaint with AmunRa Casino regarding a withdrawal delay that has been going on for 15 days now.

Facts of the case

I currently have €31,500 to withdraw.

The first withdrawal request has been pending for 15 days.

The casino's own terms and conditions state that the processing time for withdrawals is 0–3 days.

The KYC check has been fully completed and approved.

Despite this, not a single withdrawal request has been processed.

Concerned activity during the delay

In case of withdrawal delays, the casino is:

Sent me marketing messages urging me to play more.

Offered 10% cash back on everything I play back.

The balance was still €41,000 yesterday, but due to the long delay and constant marketing, I ended up playing some of it.

What am I asking for?

I don't require anything outside of the terms of use.

I just ask that AmunRa Casino:

Processing my withdrawal request,

And give a clear schedule for payment.

I have submitted all documents, completed KYC, and followed the instructions.

I just want withdrawals to be processed according to the casino's own terms and conditions.

I have contacted their customer service numerous times, but it doesn't help.

Hei,

Haluan tehdä valituksen AmunRa Casinosta koskien nostoviivettä, joka on jatkunut nyt 15 päivää.

Tapauksen faktat

Minulla on tällä hetkellä €31 500 nostettavana.

Ensimmäinen nostopyyntö on ollut vireillä 15 päivää.

Kasinon omissa ehdoissa ilmoitetaan nostojen käsittelyajaksi 0–3 päivää.

KYC‑tarkistus on täysin suoritettu ja hyväksytty.

Siitä huolimatta yhtäkään nostopyyntöä ei ole käsitelty.

Huolestuttava toiminta viiveen aikana

Nostojen viivästyessä kasino on:

Lähettänyt minulle markkinointiviestejä, joissa kehotetaan pelaamaan lisää.

Tarjonnut 10 % käteispalautusta kaikesta, mitä pelaan takaisin.

Saldo oli vielä eilen €41 000, mutta pitkän viiveen ja jatkuvan markkinoinnin vuoksi päädyin pelaamaan osan siitä.

Mitä pyydän

En vaadi mitään käyttöehtojen ulkopuolista.

Pyydän vain, että AmunRa Casino:

Käsittelee nostopyyntöni,

Ja antaa selkeän aikataulun maksulle.

Olen toimittanut kaikki dokumentit, suorittanut KYC:n ja noudattanut ohjeita.

Haluan vain, että nostot käsitellään kasinon omien ehtojen mukaisesti.

Olen ollut lukuisia kertoja yhteydessä heidän asiakaspalveluun, mutta se ei auta.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear gamblingproblem92,

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 fully understand the situation.

• Have you made any successful withdrawals before?
• Have you accumulated your winnings with or without an active bonus?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

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

Best regards,

Jean

I have never made withdrawals before.

There has been no bonus used at all.

Visa card / bank account withdrawal.

En ole tehnyt aiemmin kotiutuksia.

Ei ole ollut bonusta käytössä ollenkaan.

Visakortti / pankkitilinosto.

My account balance is now €41,000 plus €1,500 in pending withdrawals.

Pelitilini saldo on nyt 41000€ plus odottavat nostot 1500€.

AmunRa rejected my withdrawal request, supposedly because my account is unverified. I have sent them the documents a long time ago, but they themselves are delaying, and due to the delay they canceled withdrawal requests that are over three weeks old.

AmunRa hylkäsi nostopyyntöni, kuulemma siksi että tilini on vahvistamatta. Olen lähettänyt heille dokumentit jo aikoja sitten, mutta he itse viivyttelevät, ja viivytyksen vuoksi peruivat yli kolme viikkoa vanhat nostopyynnöt.

The VIP team contacted me on June 29th, telling me that if I play, I will receive 10% cashback on losses incurred by July 3rd, and I can request them starting July 4th.

I have been asking for them for 4 days now via vip email, support email and live chat, but no one is answering this issue. Just now they said on live chat that my account should be at zero and no withdrawal requests in order for that cashback to be paid. I made 8500€ in losses during that time, so 850€ should be paid.

The terms and conditions didn't say that the account should have zero balances, etc., but rather that I could redeem the losses from that period starting from July 4th.

This casino scams me all the time, they don't verify my account, they cancel withdrawal requests, they try to get me to play more but they don't deliver on their promises.

Vip tiimi otti minuun yhteyttä 29.6. kertoen, että jos pelaan saan 10% käteispalautuksena 3.7. mennessä tulleista tappioista ja saan pyytää niitä 4.7. alkaen.

Olen nyt 4 päivää pyytänyt niitä vip sähköpostista, support sähköpostista ja livechatista, mutta kukaan ei vastaa tähän asiaan. Nyt äsken vasta livechatista sanottiin, että tilini pitäisi olla nollilla ja ei nostopyyntöjä, jotta tuo käteispalautus voitaisiin maksaa. Tein 8500€ tappiot tuona aikana, eli 850€ pitäisi maksaa.

Ehdoissa ei sanottu, että pitäisi olla tili nollilla tms, vaan sovittiin vaan että tuon ajan tappioista saan sen lunastaa 4.7. alkaen.

Tämä kasino huijaa minua koko ajan, eivät vahvista tiliäni, peruvat nostopyynnöt, koittavat saada pelaamaan lisää mutta eivät lunasta lupauksiaan.

Based from your communication with chat support, the delay in withdrawals is in the verification of your account.

Could you please give an update about the progress of your account verification?

Which documents were you asked to provide during the KYC (Know Your Customer) verification process?

Could you please post a screenshot of your verification page so we can review which documents have been verified and which are still pending?

Thank you in advance.

On June 26th, I sent them a selfie, a picture of my driver's license, proof of address (a new utility bill), and a PDF of my bank statement.

Here's a screenshot that was taken just now:

Toimitin 26.6. heille selfien, kuvan ajokortistani, todistuksen osoitteestani (uuden sähkölaskun), sekä PDF pankkitiliotteestani.

Tässä kuvakaappaus joka otettu juuri äsken:

Could you please make those screenshots private, as they show my first name. Thanks!

Voisiko nuo kuvakaappaukset laittaa yksityisiksi, sillä niissä näkyy etunimeni. Kiitos!

As for that cashback, I know they paid it to me for my losses, so that's fine.

Now all I need is the account confirmation & withdrawal requests, so that they can finally proceed after a long wait. It's been almost a month since the withdrawal request.

Tuosta käteispalautuksesta tietona, että he maksoivat sen minulle tappioistani, eli se asia on kunnossa.

Nyt vaan tuo tilin vahvistus & nostopyynnöt, eli että ne etenisivät vihdoin pitkän odotuksen jälkeen. Nostopyynnöstä on jo pian kulunut kuukausi.

I have now made the first withdrawal, so things are fine. There is still €37,000 to be withdrawn, so if there are any new problems, I would like to ask you to reopen this, but at this point you can close the complaint. Thank you for your help so far!

Olen nyt saanut ensimmäisen noston suoritettua, eli asia kunnossa. Vielä 37000€ nostamatta, eli jos tulee uusia ongelmia niin pyydän avaamaan tämän uudelleen, mutta tässä vaiheessa voi sulkea valituksen. Kiitos avustanne tähän asti!

Dear gamblingproblem92,

We're glad to hear that your account verification was successful and you were able to withdraw again. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you encounter any issues with your withdrawals again or issues with any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

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,

Jean