AmunRa Casino - プレイヤーのアカウントは閉鎖され、賞金は没収されます。

Hello, I played at AmunRa Casino for a short period, always using real money, and I ended up spending a significant portion of my salary. Then I made a win of €500. After three days, the amount hadn't been credited to my account. I decided to speak with a customer service representative to ask how long the process would take because I wanted to close my account due to gambling addiction. They closed my account after informing me that they would cancel my winnings and refund only €10, which was my last deposit. I am unsure if they are allowed to do this. I have tried to contact them, but I haven't received a response yet.

Salve ho giocato per un breve periodo al casino amunra giocando sempre con soldi reali e mi sono giocato una buona parte dello stipendio, al di che faccio una vincita di 500€ passano tre giorni e non mi viene erogato penso bene di parlare con un operatore dicendogli quanto tempo sarebbe passato perche volevo chiudere l account per motivi di dipendenza da gioco questi mi chiude il conto scrivendomi prima che mi avrebbero cancellato la vincita e mi avrebbero fatto lo storno di 10€ che era l ultimo deposito da me fatto. Non so se possono farlo ho provato a contattarli ma ancora non ho ricevuto risposta.

Dear masciaripietro71,

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 understand the whole situation completely. 

• Did the casino inform you that your winnings were confiscated because you requested account closure?
• Could you please advise if your account was verified?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Dear masciaripietro71,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.