AmunRa Casino - Beschwerde eines Spielers über illegale Praktiken des Casinos.

Hello, I would like to file a complaint against the AmunRa casino, which is illegal in the Czech Republic. Two years ago, the casino kept luring me into the game, even though I asked them several times to set a limit and cancel my account. They always got me through some bonus and lured me back into the game. I wrote several emails requesting a refund, but without success. I am on the list of excluded players in the Czech Republic, which they don't care about, and despite that, they are trying to lure me back into the game. Today I received an SMS and an email. I would like to get my money back because in my opinion it really wasn't entirely my fault. Can you please help me with this?

Dobrý den, chtěl bych podat stížnost na casino AmunRa, které je v ČR nezákonné. Casino mě před dvěmi lety neustále lákalo do hry a to i přesto, že jsem je několikrát prosil o nastavení limitu a zrušení účtu. Vždy mě přes nějaký bonus dostali a nalákali zpět do hry. Psal jsem několik mailů se žádostí o refund, ale bez úspěchu. V ČR jsem na seznamu vyloučených hráčů, což je ale nezajímá a i přes to se mě snaží nalákat zpět do hry, dnes mi přišla SMS i e-mail. Chtěl bych dostat prosazené peníze zpět, protože to opravdu nebyla dle mého názoru úplně čistě jen má chyba. Dokážete mi s tím prosím pomoci?

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Dear domkab,

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

First, I’d like to explain that since the casino does not have a Czech gaming license, it is not obligated to follow the guidelines of the Czech regulators. And being in the list of excluded players in Czech Republic will not automatically exclude you from registering in casinos without a Czech gaming license. In this case, you'll need to take advantage of self-exclusion options offered by the casino itself to stay protected.

Additionally, please clarify the following details to better understand your situation:

• Do you still have access to your account?
• From two years ago to the present, could you please list the dates when your account was closed and reopened?
• Please forward me all account closure requests (2024 to present) that you sent to the casino. My email address is jean.s@casino.guru.

Thank you very much in advance.

Best regards,

Jean

Hello, I have sent you everything you requested to your email address.

Dobrý den, na e-mailovou adresu jsem vám zaslal vše požadované.

Hello domkab,

We would like to update you that due to Jean, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jean has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jean will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello, can I ask whether the complaint is still being resolved or not?

Dobrý den, mohu se zeptat, zda je stále stížnost řešena, či nikoliv?

Thank you very much for your reply, domkab. I have received your email.

In your email, you mentioned that your account was reopened in 2026 but was recently closed.

Could you please forward all account closure request on 2026 to jean.s@casino.guru? In the email that you sent, I only received correspondence for 2024.

Hello, in 2024 I requested to cancel my account, suddenly in 2026 I started receiving tempting emails and SMS again to use the bonus and get back into the game. My account was closed, but it was automatically opened again in 2026 and they started to pull me back into the games. I am sending you further communication between me and the casino in 2026 in the email.

Dobrý den, v roce 2024 jsem požádal o zrušení účtu, najednou v roce 2026 mi opět začali chodit lákavé e-maily a SMS abych využil bonus a tim se vrátil zpět do hry. Můj účet byl uzavřen, ale opět došlo automaticky k jeho otevření v roce 2026 a začali mě opět tahat co hry. V e-mailu vám zasílám další komunikaci mezi mnou a casinem v roce 2026.

Thank you for your emails.

I did not see a confirmation that your current account has been closed. Do you still have access to your account?

Do I understand correctly that you wanted to permanently close your account from AmunRa Casino and apply self-exclusion? You are included in the list of excluded players in Czech Republic, but this will not automatically exclude you from casinos like Amunra that does not have a Czech gaming license.

I probably don't have access to my account because the casino website is suddenly blocked in the Czech Republic.

Přístup k účtu nejspíš nemám, protože jsou najednou stránky casina v Česku zablokované.

I wanted to block my account several times, I asked for limits several times, they didn't accept my request and they kept sending me emails inviting me to play with a bonus.

Chtěl jsem několikrát zablokovat účet, několikrát jsem žádal o limity, nebylo mi vyhověno a neustále mi posílali emaily že mě zvou do hry s bonusem

Hello, do I understand correctly that the casino did nothing wrong and everything was fine?

Dobrý den, chápu tedy správně, že se casino ničeho nedopustilo a vše bylo tedy v pořádku?

Good evening, since I have not received any further information, I would like to

ask whether the complaint is closed and unjustified? Or, why hasn't the casino commented on the matter here?

Dobrý večer, vzhledem k tomu, že jsem neobdržel žádné další informace bych se chtěl

zeptat, zda je stížnost ukončena a neoprávněná? Případně, proč se zde nevyjádřilo casino k věci?

Dear domkab,

Thank you for your patience while I carefully reviewed the documents and email correspondence you submitted.

Based on the evidence provided, I found that on July 16, 2024, you requested to have your account closed. However, your request did not mention gambling addiction, gambling problems, or any other reason that would qualify it as a self-exclusion request. The following day, July 17, 2024, your account was reopened after you accepted a bonus offer. Later, on July 22, 2024, you requested a monthly loss limit. However, I did not find any subsequent account closure request or any confirmation from the casino that your account had been permanently closed or self-excluded in 2024.

Likewise, in the correspondence from 2026, I did not find any account closure or self-exclusion request referring to gambling problems. Instead, the emails primarily concerned your request for a refund because you found out that AmunRa Casino does not have a Czech gaming license.

Since there is no evidence that you submitted a valid self-exclusion request based on gambling problems that the casino failed to honor, we do not have grounds to request a refund on your behalf. Additionally, you informed us that you can no longer access the casino because the website is blocked in the Czech Republic, meaning there is no ongoing issue requiring our intervention.

For these reasons, I will now close this complaint as unjustified.

Thank you for your understanding.

Best regards,

Jean

Casino Guru