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Dear Sirs:

I am writing to you as a customer to file a formal complaint. On March 16, 2026, I requested the self-exclusion of my AMONBET account. Despite this request, my account has not yet been closed, and I have been allowed to continue playing, which I consider a serious oversight on the part of your company.

It should be noted that I have been legally self-excluded in Spain for 3 years, and, as such, should not have been accepted to play at any casino.

During this period after my self-exclusion request, I made deposits totaling 2,058 euros, which I request be fully refunded, as they were made improperly due to your failure to comply with your self-exclusion obligation.

Solicitous:

The immediate closure of my account.

Full refund of deposits made after March 16, 2026.

Written confirmation that my self-exclusion request has been processed and registered.

Should I not receive a satisfactory response, I will be obliged to take legal action and report the breach to the competent authorities regarding responsible gambling and consumer protection.

Estimados señores:

Me dirijo a ustedes como cliente para presentar una queja formal. El día 16 de marzo de 2026, solicité la autoexclusión de mi cuenta en AMONBET. A pesar de esta solicitud, todavía no han cerrado mi cuenta y se me permitió seguir jugando, lo cual considero una negligencia grave por parte de su empresa.

Cabe destacar que estoy autoexcluida legalmente en España desde hace 3 años, y, como tal, no debería haber sido aceptada para jugar en ningún casino.

Durante este período posterior a mi solicitud de autoexclusión, realicé depósitos por un total de 2.058 euros, que solicito sean reembolsados íntegramente, ya que fueron realizados de manera indebida debido a la falta de cumplimiento de su obligación de autoexclusión.

Solicito:

El cierre inmediato de mi cuenta.

El reembolso total de los depósitos realizados después del 16 de marzo de 2026.

Confirmación escrita de que mi solicitud de autoexclusión ha sido atendida y registrada.

En caso de no recibir una respuesta satisfactoria, me veré en la obligación de tomar acciones legales y de denunciar el incumplimiento ante las autoridades competentes en materia de juego responsable y protección del consumidor.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Amonbet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you requested a self-exclusion via email? If so, have you received any response from the casino?
• If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila