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