AmunRa Casino - Das Spielerkonto wurde geschlossen.

Unfortunately, I have bad news for the player. Due to an administrative decision, he is no longer permitted to use our website. According to our terms and conditions, the administration has the right to make such a decision. This is the message from amunra.

Leider habe ich schlechte Nachrichten für den Spieler. Aufgrund einer administrativen Entscheidung darf er unsere Website nicht mehr nutzen. Gemäß unseren Allgemeinen Geschäftsbedingungen hat die Administration das Recht, eine solche Entscheidung zu treffen. Das is die Nachrichten von amunra

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.

Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

It's a casino bonus that I've been waiting to receive for about three months now.

Initially, I was informed that my account was not blocked and remained open.

Shortly after, however, I received an error message. I was told to clear the cache and use a different browser. I did that, but without success – I still couldn't log into my account.

I was then in contact with support for an extended period. They informed me that the problem would be resolved, but I never received any feedback.

Later, I contacted support again, who then requested KYC verification. I submitted all the required documents but again received no confirmation or response.

Only after customer support from "Maximal Einsatz" followed up did I receive a response. It stated that they supposedly needed further documents from me, including:

Proof of identity (ID card/passport),

Photos of me,

a photo with a casino background,

as well as proof of my crypto deposit, which seems very unusual to me.

When I inquired again how exactly this proof of crypto payout could be provided, I was informed that I would no longer have access to my account and that it would continue to display only this error message.

Es handelt sich um einen Casino-Bonus, auf dessen Auszahlung ich nun bereits seit etwa drei Monaten warte.

Zunächst wurde mir mitgeteilt, dass mein Account nicht gesperrt sei und weiterhin offen wäre.

Kurz darauf erhielt ich jedoch eine Fehlermeldung. Mir wurde gesagt, ich solle den Cache löschen und einen anderen Browser verwenden. Das habe ich gemacht, allerdings ohne Erfolg – ich konnte mich weiterhin nicht in meinen Account einloggen.

Daraufhin stand ich längere Zeit mit dem Support in Kontakt. Dieser teilte mir mit, dass das Problem geklärt werde, jedoch erhielt ich nie eine Rückmeldung.

Später kontaktierte ich erneut den Support, der dann von mir eine KYC-Verifizierung verlangte. Ich habe alle geforderten Unterlagen eingereicht, erhielt aber erneut keine Bestätigung oder Antwort.

Erst nachdem der Kundensupport von „Maximal Einsatz" nachgehakt hatte, kam eine Rückmeldung. Darin hieß es, dass angeblich noch weitere Unterlagen von mir benötigt würden, unter anderem:

Identitätsnachweise (Ausweis/Reisepass),

Fotos von mir,

ein Foto mit Casino-Hintergrund,

sowie einen Nachweis meiner Krypto-Einzahlung, was mir sehr ungewöhnlich erscheint.

Als erneut nachgefragt wurde, wie dieser Krypto-Auszahlungsnachweis konkret zu erbringen sei, wurde mitgeteilt, dass ich keinen Zugriff mehr auf meinen Account erhalten werde und dass dieser weiterhin nur diese Fehlermeldung anzeigen würde.

Thank you very much for your reply, Dennis939. Do I understand correctly that you had €1,000 (dispute value) in your casino account before you lost access to it?

Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Yes, it was €1000. The payout was even cancelled a few days ago after waiting for a few months. I'll send him a little something.

Ja 1000€ waren es es wurde jz sogar die Auszahlung abgebrochen vor paar Tagen nach paar Monaten warten ich schick in bisl was zu

Dear Dennis939,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear Dennis939,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite AmunRa Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s account has been blocked?

Thank you in advance for providing the information.

Hello everyone!

Dear Dennis939,

We would like to kindly inform you that we have forwarded the matter to our relevant team to be checked and we will have updates for you regarding that as soon as possible.

Thank you so much for your patience and understanding.

Best regards,

AmunRa Team

Dear AmunRa Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Thank you so much 🙏🏽

Vielen Dank 🙏🏽

Dear Dennis939,

Thank you for your patience.

We would like to kindly inform you that KYC team stated that they have not received yet the documents after checking your Verification Tab. Have you probably sent us the documents via e-mail? Could you please try to upload them from your profile?

Thank you so much for your collaboration.

Best regards,

AmunRa Team

I sent them by email

And as I already mentioned, I can't access my profile. Therefore, I can't verify my identity through the profile, only via email. This was also confirmed by live support.

Ich hab sie ihnen per Email geschickt

Und wie bereits gesagt, kann ich nicht auf mein Profil zugreifen. Deshalb kann ich auch keine Verifizierung über das Profil vornehmen, sondern nur per E-Mail. Das bestätigt auch der Live-Support.

Dear AmunRa Casino,

Could you please assist the player with the submission of their documents? Your help would be greatly appreciated.

Thank you very much in advance.

Dear Dennis939,

We have send you an email requesting the following documents :

• Proof of crypto wallet ownership.
• Your selfie photo holding your ID document with our website in the background.
• Proof of deposits made to our platform.

Please reply back to our email in order to proceed with your request.

Kind regards,

Amunra Casino Team

Ladies and Gentlemen

I would like to ask you for two brief pieces of assistance:

Could you please tell me when I made the deposit and to which LTC address it was sent? Unfortunately, I've lost track of which deposit belongs to which address.

Furthermore, I would like to know how I can properly verify my crypto wallet. What documents or proof are required for this?

Thank you in advance for your support.

Sehr geehrte Damen und Herren,

ich bitte Sie um zwei kurze Hilfestellungen:

Könnten Sie mir bitte mitteilen, wann ich die Einzahlung getätigt habe und auf welche LTC-Adresse die Einzahlung erfolgt ist? Leider habe ich den Überblick verloren, welche Einzahlung zu welcher Adresse gehört.

Zudem möchte ich gerne wissen, wie ich meine Crypto-Wallet korrekt nachweisen kann. Welche Unterlagen oder Nachweise werden hierfür benötigt?

Vielen Dank im Voraus für Ihre Unterstützung.

Dear Dennis939,

We would like to inform you that the KYC Team is waiting from you ID and selfie. The rest of your documents are successfully verified.

Thank you for your cooperation.

Best regards,

AmunRa Team

Thank you AmunRa Casino Team for the update!

Dear Dennis939, once you provide the documents, please let me know. Thank you very much

Hello, I sent the documents 6 days ago.

Hallo ich hab die Dokumente seit 6 Tagen schon zukommen lassen .

The selfie and my ID are attached.

Das Selfie sowie mein Ausweis finden sie im Anhang.

Dear AmunRa Casino Casino,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the Dennis939´s verification process.

Please let us know at your earliest convenience.

Hello, my account is still deactivated and I can't log in. Did you receive my selfie and passport?

Guten Tag, mein Account ist immer noch deaktiviert und ich komme nicht hinein. Haben Sie mein Selfie und meinen Pass erhalten?

Dear Dennis939.

Thank you for your patience.

We kindly inform you that we are checking with the KYC Team and we will have updates as soon as possible.

Thank you for your understanding.

Best regards,

AmunRa Team

Thank you very much, I have sent you my pictures again via email.

Vielen Dank ich hab nochmals meine Bilder ihnen per Email zukommen lassen.

Dear AmunRa Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear Dennis939,

We would like to inform you that your account has been verified successfully.

Thank you for your patience.

Best regards,

AmunRa Team

Thank you. Then please activate my account, as it is still locked.

Dankeschön. Dann müssen Sie bitte meinen Account noch freischalten, weil er immer noch gesperrt ist

This is the error message I keep getting when I try to log in. I've already contacted live support. They told me my account is already activated, but this message still appears every time I try to log in.

Das ist die Fehlermeldung, die ich immer bekomme, wenn ich versuche, mich anzumelden. Ich habe auch bereits mit dem Live-Support geschrieben. Dort wurde mir gesagt, dass mein Account schon freigeschaltet sei, aber diese Meldung erscheint trotzdem jedes Mal beim Anmelden

Dear AmunRa Casino,

I kindly request your assistance for the player. Thank you very much for your support!

I have now sent several emails to the Amunra Live support team regarding my activation and this error message.

I also contacted the casino's live support. They told me I would receive a reply by email. However, I haven't received an email yet.

Furthermore, the problem persists: When I log in, the message from the help center still appears.

Ich habe jetzt mehrmals eine E-Mail an das Amunra-Live-Support-Team wegen meiner Freischaltung und dieser Fehlermeldung geschrieben.

Ich habe auch beim Casino-Live-Support nachgefragt. Dort wurde mir gesagt, dass ich eine Antwort per E-Mail erhalten würde. Bis jetzt habe ich jedoch keine E-Mail bekommen.

Außerdem besteht das Problem weiterhin: Wenn ich mich anmelde, erscheint immer noch die Meldung vom Hilfezentrum.

Dear all,

We kindly inform you that we are checking the matter with the relevant team and we will have updates for you as soon as possible.

Thank you so much for your patience.

Best regards,

AmunRa Team

Dear AmunRa Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear Dennis939,

We kindly inform you that your withdrawal request has been approved and you will receive your funds as soon as possible.

Thank you for your patience and understanding.

Best regards,

AmunRa Team

Dear AmunRa Casino Team, thank you for the update!

Dear Dennis939

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear Dennis939,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru