AmunRa Casino - Das Spielerkonto wurde geschlossen und die Gewinne eingezogen.

Hi, this casino closed my account with the money in it, but they've now told me they've chosen not to return it. Can you contact them and resolve the issue?

Salve, questo casino' mi ha chiuso il conto con i soldi dentro ma ad oggi mi hanno risposto che hanno scelto di non tornameli. Potete contattarli e risolvere il problema ?

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play shortly before your account was closed? Were they slots, live casino games, or sports betting?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• Did you accumulate your winnings with or without a bonus?
• Is there any chance that someone from your household or using the same IP address also created an account at this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Greetings,

I played roulette offline

the winnings were without bonuses

No one but me had a registration to this casino.

I used playid login for this casino.

Salve,

Giocavo alla roulette offline

le vincete erano senza bonus

No nessuno oltre a me aveva la registrazione a questo casino'

Utilizzavo l accesso da playid per questo casino'

Could you please forward me all the communication between you and the casino customer support regarding the closure of your account? My email address is veronika.f@casino.guru. If possible, kindly forward me the unedited, full conversations, rather than just cropped screenshots.

Also, was your account fully verified before the casino blocked it?

Veronika I just sent you an email with the conversation between me and the amunra casino.

As I was telling you, I only accessed the casino via PlayID, so I didn't need to verify my documents or anything else at the casino itself. I'm waiting for your reply, thanks.

Veronika ti ho appena mandato un email con la conversazione tra me e il casino' amunra.

Come ti dicevo io facevo l accesso al casino' solo tramite PlayId quindi non serviva che avessi verificato documenti o altro sul casino' stesso. Attendo Risposta grazie

Dear thekilldesign

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, Martin (martin.l@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,

Veronika

Hello thekilldesign,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the AmunRa Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us?

We are aware you believe the player has breached terms 9.3. and 9.4. However, we kindly ask you to substantiate these claims by relevant evidence. In case you deem it confidential, please feel free to contact me at martin.l@casino.guru

Thank you in advance for providing us with your view of the issue and the reasons the user's account was blocked.

Dear thekilldesign,

Thank you for reaching out to us.

We are sorry to hear about your frustration.

Please be informed that your case is currently under review and you will be contacted as soon as possible with further information.

We thank you for your patience and understanding.

Kind regards,

Amunra Team

Dear casino representative,

thank you for your response, we will be awaiting the results of your review.

Hi, I hope I can get my money back from the now closed account.

Salve spero di poter riprendermi i miei soldi dal conto ormai chiuso.

Dear thekilldesign,

Thank you for your patience.

Please be informed that we are currently awaiting further information and will contact you as soon as possible.

We thank you for your understanding.

Kind regards,

Amunra Team

But how did it end? Where is MY MONEY?

Ma come e' finita? Dove sono i MIEI SOLDI ?

Dear Martin,

Thank you for your patience.

We would kindly ask you to check your emails where we provided you with further proof of this case.

We hope this helps to clarify the case.

Kind regards,

Amunra Team

Dear casino representative,

thank you for your message, I have sent you an email outlining our position.

Dear thekilldesign,

we have received a concrete clarification of the rules you have broken. Please note that unless additional circumstances come to light, we are on your side and we currently believe you should be paid out.

But I don't understand how you can be right about having STOLEN my money by closing my account and even contesting this statement of mine.

I ask casinòguru to investigate further because we are talking about a complete scam here.

Ma io non capisco come è possibile che voi abbiate ragione sul fatto di avermi RUBATO i miei soldi chiudendomi il conto e contestando pure questa mia affermazione.

Chiedo a casinòguru di fare ulteriori indagini perché qui stiamo parlando di una truffa bella e buona.

I mean, I've heard of other people who had the same problem as me and were able to get their money back thanks to you at Casinoguru. But you can't help me??? What are we talking about?

Cioe' ho sentito anche altre persone che hanno avuto il mio stesso problema e sono riuscite grazie a voi di casinoguru a riprendersi i propri soldi. Invece per me non riuscite??? ma di cosa stiamo parlando ?

Dear thekilldesign,

thank you for your cooperation so far.

I understand your frustration but please note, that we are not a licensing authority and we have no way to legally request the casino to payout your confiscated funds. In case they disagree with our ruling, we will close the complaint as unresolved, which will have a negative impact on the casino's standing on our platform. Nevertheless, such discussions can be saved for later, as we are currently waiting for more clarifications from the casino representative.

At this point I can only assure you that we remain on your side, as the terms you seem to have breached go against our Fair Gambling Codex.

Perfect Martin, then we'll wait for the casino to decide to release this money.

Perfetto Martin allora aspettiamo che il casino' si decida a rilasciare questi soldi.

Dear Martin,

Thank you for your reply.

Please be informed that the case will be discussed internally and we will inform you as soon as possible with further information.

We thank you for your understanding.

Kind regards,

Amunra Team

Dear casino representative,

thank you for the update, we will now await the results of your internal review.

Dear thekilldesign,

Thank you for your patience.

We would kindly ask you to check your emails where we requested your information in order to proceed with the withdrawal of your remaining balance.

Thank you for your understanding.

Kind regards,

Amunra Team

I sent all the information you requested. I hope we finally resolve this situation. How long will it take for my money to arrive?

Casinoguru will keep you updated until the money is received.

ho mandato tutti i dati che mi avete richiesto. Spero che finalmente risolviamo questa situazione. In quanto tempo ricevero' i miei soldi ?

Casinoguru vi tengo aggiornati fino alla ricezione dei soldi.

Dear parties,

thank you both for updating us on the matter. Please let us know when any new developments arise.

Dear parties,

as more time has passed, I would kindly like to ask you for an update regarding this matter.

Dear casino representative,

thank you for your cooperation and willingness to resolve this issue amicably. Could you please let us know whether the funds have been sent from your side?

Well, I wanted to know too, since I sent all the details for the bank transfer and I still haven't received anything.

I was also told that other users had been promised the money like in my case and they have still been waiting for 2 months, so I wanted to hope that it wouldn't happen to me and that the casino would give me the security of sending these funds.

Ecco infatti volevo saperlo anche io visto che ho mandato tutti i dati per il bonifico e ancora non ho ricevuto niente.

Inoltre mi e' stato detto che ad altri utenti gli erano stati promessi i soldi come nel mio caso e ancora stanno aspettando da 2 mesi, ecco io volevo sperare che non succedesse anche a me e che il casino' mi desse la sicurezza dell invio di questi fondi.

Dear All,

Thank you for your reply.

Please be informed that the details have been requested in order to proceed with the transaction.

However, we only receive details of a payment method which is not on the costumers name.

Please note that the transaction can only be performed to a payment method which is on your name.

We kindly ask to provide the requested details in order to finalize the transaction.

Kind regards,

Amunra Team

Dear casino representative,

thank you for your message.

Dear thekilldesign,

could you please forward us the original email/message containing your payment information, you have sent to the casino? In case the payment information was not yours, whose was it? Alternatively, is there some kind of misunderstanding?

I sent the casino the details of a joint account with my husband, specifying it, but apparently they don't accept it, so I requested a different payment method like PayPal/crypto so I can receive them without problems. I should add that I usually always withdraw money from the casino using that payment method and that card, and there were never any problems. I don't know why they're having doubts now.

I'm waiting for them to reply to me via email.

Ho mandato al casino' i dati di un conto cointestato con mio marito specificandolo ma a quanto pare non gli va bene quindi ho richiesto un altro metodo di pagamento tipo paypal / crypto cosi da poter riceverli senza problemi. Vorrei aggiungere che di solito dal casino' prelevavo sempre con quel metodo di pagamento con quella carta e non ci stavano mai problemi, non so perche' ora abbiano dei dubbi.

Aspetto che mi rispondano via email.

Dear thekilldesign,

thank you for the clarification.

Dear casino representative,

thank you for your cooperation so far. Could you please let us know your current stance? Will you be able send the payment to one of the alternative payment methods? I believe it would be the best way forward unless there are any relevant identity verification-related concerns.

Dear All,

Thank you for your patience.

We received now the bank details of the costumer and send them for review.

If everything is correct the funds will be transferred in the nearest time.

We thank you for your cooperation.

Kind regards,

Amunra Team

Dear casino representative,

thank you for your update, we will be awaiting the outcome.

Money arrived. I'm closing the complaint. Thanks everyone,

soldi arrivati. chiudo il reclamo . grazie a tutti,

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear thekilldesign,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin