AmunRa Casino - プレイヤーのアカウントは説明なしに閉鎖されました。

Hello

Just a few weeks ago (Friday, 9th January), when I tried to log in to my account, I get the information that my account is closed. I send via email the message to the casino, what happened that they blocked my account. They answered that they have the right to close a user's account without any reason. When I wrote to them that I would like to know how I can withdraw my money (~`2800PLN) from the account. (Actually I wrote the same request to them a few times since next day (Saturday,10th January)) I always get the message that they have forwarded my request to their relevant department for review. After few weeks of silence, I received a message from the casino asking for my documents ( photo of my ID, selfie photo with holding my ID document, selfie photo with holding my ID document with their website in the background). I sent them these documents (Friday, 30 January), but so far I haven't received any specific answer or any message from the AmunRa Casino

So, now I am therefore asking Casino Guru to help me recover my money back, or at least help me obtain complete information regarding the exact reason for closing the account, the specific section of the Terms and Conditions that was allegedly violated, and specific evidence justifying the decision.

I hope you can help me somehow,.

Thank you in advance

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.

Dear ciprianook,

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 resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello

1. I mainly played sports betting, but I also played slots and casino games, so most of the winnings comes from sports betting, only small amount of winnings comes from slots and casino games.
2. No, my acoount was not verified yet, they have never asked me for any documents before I lost access to my account.
3. I used the first deposit bonus and I also used weekly reload bonus.

Thank you in advance for your help.

Kind regards

Dear ciprianook,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

Hello

My communication with the casino costumer support is already sent to your mail.

Thank you in advance for your help.

Kind regards

Dear ciprianook, thank you for your response. Have you heard back from the casino representatives? Additionally, have you received any communications concerning the status of your most recent document submission?

Thank you in advance for your cooperation.

Hello

As I wrote before, since I sent them the documents (on Friday, January 30) I haven't received any specific answer or any message from the Casino.

Thank you in advance for your help.

Kind regards

Dear ciprianook,

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, Samuel (samuel.s@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,

Attila

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Dear ciprianook,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from AmunRa Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear AmunRa Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear ciprianook,

Thank you for reaching out to us.

We would kindly like to ask you to check your emails where we send you information about the missing documents in order to complete the verification of your account.

We thank you for your understanding.

Kind regards,

Amunra Team

Hello

I already sent required documents to the casino.

Kind regards

Hello everyone,

Thank you, AmunRa Casino, for your response and for clarifying that additional documents were requested from the player.

Dear ciprianook,

Thank you for your update and for confirming that you have already sent the required documents.

AmunRa Casino, could you please confirm whether the documents provided by the player are sufficient to complete the verification? If not, kindly specify what exactly is still missing so the player can proceed without further delays.

Thank you both for your cooperation.

Dear ciprianook,

Thank you for your patience and the provided documents.

We would kindly like to ask you to check your emails and provide us with your details in order to proceed with the payment of your remaining balance.

Thank you for your understanding.

Kind regards,

Amunra Team

Hello everyone,

Thank you, AmunRa Casino, for your response and for guiding the player regarding the remaining balance.

Dear ciprianook, thank you for confirming that you have sent the documents. Please check your email from the casino and provide the requested details so they can proceed with your payment. Once you’ve done so, kindly update us here, and I will continue to monitor the progress.

Hello

I already sent required bank details to the casino.

Kind regards

Hello

I can confirm that I received my money back.

Thank you very much for yor help.

Kind regards

Dear ciprianook,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Samuel

Casino Guru