AmunRa Casino - プレイヤーのアカウントは閉鎖されました。

Hi, AmunRa Casino blocked my account for no reason on February 3rd. I tried contacting them to ask when they would refund my remaining balance, but their last response was on February 9th (they simply said my request needed more time to be evaluated).

I hope you can help me recover my funds within a reasonable timeframe.

Thanks in advance

Ciao, il casino AmunRa mi ha bloccato il conto senza motivo il 3 Febbraio. Ho provato a contattarli chiedendo quando mi restituiranno il mio saldo residuo, ma l'ultima risposta risale al 9 Febbraio (si sono limitati a dire che la mia richiesta ha bisogno di essere valutata per più tempo).

Spero possiate aiutarmi a recuperare i miei fondi in tempi ragionevoli.

Grazie in anticipo

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina,

• I played Pragmatic and Hacksaw slots
• Document verification was not necessary for withdrawal
• My winnings were accumulated by playing my deposited money

I hope you can help me, thanks

Salve Kristina,

• ho giocato alle slot pragmatic e hacksaw
• la verifica dei documenti risultava non necessaria per prelevare
• le mie vincite sono state accumulate giocando i miei soldi depositati

Spero possiate aiutarmi, grazie

Thank you very much for your reply, Spaffle. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hi Kristina, the conversation was short because after their response on February 9th they haven't responded again.

Ciao Kristina, la conversazione è stata breve perché dopo la loro risposta del 9 Febbraio non hanno più risposto.

Hello Spaffle,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Spaffle,

I apologize for the late reply. Has there been any news since your last message, please?

Hi Kristina, the casino hasn't given me any updates yet and I'm still waiting for my withdrawal.

Ciao Kristina, il casino non mi ha ancora dato nessun aggiornamento e sto ancora aspettando il mio prelievo.

Dear Spaffle,

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, Martina (martina.b@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,

Kristina

Dear Spaffle,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite AmunRa Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player withdrawals have not yet been processed?

Thank you in advance for providing the information.

Dear all,

We kindly inform you that we are checking on the matter and we will have updates for you as soon as possible.

Thank you for your patience and understanding.

Best regards,

AmunRa Team

Dear AmunRa Casino Team,

I wanted to kindly follow up to see if there have been any updates regarding my previous inquiry. Thank you very much for your time and assistance; it is greatly appreciated.

Dear Casino Guru,

We would like to inform you that the player currently has no active balance and no pending withdrawals on their account.

Kind Regards,

AmunRa Team

The last time I logged into AmunRa (we're talking about February 3, 2026) I had a balance of €282, I have this screenshot to confirm it:

There can't have been any movements after that date since my account was blocked. Therefore, the funds must still be in the AmunRa account. Please check further.

L'ultima volta che ho effettuato l'accesso ad AmunRa (parliamo del 3 febbraio 2026) avevo un saldo di 282€, ho questo screenshot a confermarlo:

Non possono esserci stati movimenti oltre quella data dato che poi il mio conto è stato bloccato. Quindi i fondi devono essere ancora sul conto AmunRa. Vi chiedo di controllare meglio per favore.

Dear Casino Guru,

We have emailed evidence to Martina, please check at your earliest convenience.

Kind Regards,

AmunRa Team

Dear AmunRa Casino Team,

Thank you for the information!

Dear Spaffle,

The casino has provided proof that your balance was successfully withdrawn.

Could you please check your bank account (or the account where the withdrawal was expected) to confirm whether the funds have been received?

According to the information provided, the withdrawal was processed on 3rd February, so the funds should have arrived within a few days after that.

Thank you very much in advance for your cooperation.

I confirm that I have received the withdrawal. I missed the email notifying me that the withdrawal had been approved.

Thanks to AmunRa and Casino Guru for clarifying this.

The problem is solved.

Confermo di aver ricevuto il prelievo, mi era sfuggita l'email che mi avvisava dell'approvazione del prelievo.

Ringrazio AmunRa e Casino Guru per aver fatto chiarezza.

Il problema è risolto.

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

Dear Spaffle,

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,

Martina