AmunRa Casino - アカウント制限によりプレイヤーの出金が遅れています。

I won a jackpot of 11,000 having trouble getting anything now when I try and withdraw says my account is with restricted and won allow me to withdraw I have spoke to chat and chat says sorry administration has restricted your account write to them here so I do and they reply with clear cache try a different browser ect ect then I go back to chat and they say the same thing I say I’ll be seeking outside help they then close chat and it’s just been the circle over and over

Dear Banksy888,

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.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• 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,  

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi, I play slots only.

it says account verification not needed as I was already verified.

i did have a welcome bonus in such I had wagered and have read the T&C and it doesn’t have a max withdrawal or win amount on and once I wagered appropriate amount all balance remaining become "real" money and all withdrawable not once has anyone told me anything but it’s admin sorry and closed chat there’s been no verification excuses no bonus excuses nothing just saying it’s administrative decision sorry.

Update I have been trying to withdraw since the 16/06 to no avail at first said I didn’t need to be verified then all of a sudden I needed to be. I uploaded said documents both had been accepted yet verification pending and account still restricted.

now on the 28/06 my document has been unaccepted and the same run around excuses of administration.

im at my wits end.

Dear Banksy888,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

I have forwarded what I can currently see there maybe more I’ve probably missed 🙄

Hello,

thank you for your emails and your message.

• Can you please access your player's account?
• Is it possible for you to request a withdrawal at this moment, please?
• Do you have any pending withdrawals at the moment? Kindly forward the screenshot of your withdrawal page to my email katarina.d@casino.guru.
• The support mentioned in one of the emails that your withdrawal was processed. Have you received that payment, please?

Looking forward to your reply,

Katarina

No withdrawals pending. I will check to see if I can withdraw and send the accounts page. Still the same as usual. I’ve even emailed a copy of my license yet again. My license isn’t expired was approved prior.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

So what is the next step because nothing has changed

Hello there,

Thank you Banksy888 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask AmunRa Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help the player receive their winnings.

Thank you!

That would be great.

cos I can deposit and play…

Dear Banksy888,

Our sincere apologies for your experience.

Your request has been forwarded to the appropriate department.

We will inform you as soon as we have further information.

Thank you,

AmunRa Team

Hello Peter,

We have sent you an email and kindly ask you to check it at your earliest convenience.

Thank you,

AmunRa Team

Nothing has been resolved still the same crap.

verification of my license that’s been approved still stands unapproved everytime still can’t withdraw due to "account restricted"..

Dear Banksy888, We have been informed that the casino has not approved your identification document due to its upcoming expiration. While the document is currently valid and typically acceptable until its expiry date, it appears the casino has opted not to approve it given that it will expire in two days.

We understand and share your concern, as government-issued IDs are generally recognized as valid until their official expiration. However, since the document will no longer be valid shortly, an updated form of identification will be required regardless.

To proceed with resolving this matter, please provide an alternative valid ID, such as a national ID or passport, at your earliest convenience.

Thank you for your cooperation and understanding.

I have uploaded a new id and says it’s been accepted my account still remains restricted.. plus I’ve been trying since 16/06 to withdraw which it would not have been 2 days from expiring

why can’t anyone just say that ? It’s simple to explain yeah

Dear Banksy888,

We are please to inform you that your account has been verified.

Please proceed to initiate the necessary withdrawals, as there are currently no active transactions.

Thank you,

AmunRa Team

Thank you very much for the update AmunRa Casino representative.

Dear Banksy888, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Currently pending 🤞🏼

Dear Banksy888,

We are pleased to confirm that your withdrawal has been successfully completed on our end.

Should you have any questions or require further assistance, please do not hesitate to contact us.

Thank you!

AmunRa Team

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

Dear Banksy888,

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,

Peter