AmunRa Casino - プレイヤーの退会は繰り返しキャンセルされます。

I have requested a withdrawal of 500 euros 4 times and they themselves cancel it after approximately 6 days, I've been trying to cash out for over a month

He solicitado 4 veces mi retiro de 500 euros y ellos mismos cancelan a las 6 días aproximadamente, llevo más de un mes para cobrar

Dear Maquita9,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise if your account has been fully verified? 
• Have you been advised why you can’t withdraw your winnings? 
• Is it an internal casino system issue, or it’s related to your account only? 
• Were your winnings accumulated with or without an active bonus? 

Please understand, that without verifying your account, you won’t be entitled to any withdrawals. 

However, I believe we will be able to help you resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards, 

Petronela

I have not been informed why I cannot withdraw my winnings

At no time have I been informed that the problem is my fault.

And the profits have not been with any bonus

No me han informado de porqué no puedo retirar mis ganancias

En ningún momento he sido informada de que el problema es de mi cuenta

Y las ganancias no ha sido con ningún bono

Thank you very much, Maquita9, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Maquita9,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite an AmunRa Casino representative to join this conversation and participate in resolving this complaint.

Dear AmunRa Casino,

Could you comment on this?

Thank you in advance for providing the information.

Dear Stefan,

Thank you for contacting us. 

After reviewing the gaming account, we confirm the withdrawal was canceled and funds were used by the customer in games, leaving no balance. 

Unfortunately, nothing is left for withdrawal. We sincerely appreciate your understanding.

Best regards,

Amunra 

Hello Maquita9,

Could you confirm this information?

I'll be awaiting your reply.

Dear Maquita9,

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.