AmunRa Casino - プレイヤーの賞金が遅れます。

Bought a bonus for 50 euros, won 400, but the money wasn't credited. Support has been stalling since 24.01.

Bonuskauf für 50 Euro Gewinn 400 das Geld wurde nicht gutgeschrieben. Support vertröstet seit dem 24.01.

Dear Ott56t,

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.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Could you please specify the bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Yes, I have made withdrawals from the casino several times. I am also a scam artist. I made a bonus purchase on the slot Big Catch Bass Fishing Christmas and then won a little over 400 euros. The winnings were then displayed but not recorded. I contacted support immediately and then every day I got a different answer. Data backlog. The game provider needs to get in touch. Or too many requests. Etc.

Ja ich habe schon öfters abhebungen dei dem casino gemacht. Verriefiert bin ich auch. Habe einen Bonus kauf gemacht bei dem slot big catch bass fishing Christmas und dann etwas über 400 Euro gewonnen. Der Gewinn wurde dann angezeigt aber nicht verbucht. Support dann sofort kontaktiert und dann kam jeden Tag eine andere Aussage. Datenstau. Der spieleanbieter muss sich melden. Oder zu viel Anfragen. Usw.

Thank you for the quick reply and help

Dankeschön für die schnelle Antwort und die Hilfe

Dear Ott56t, could you please reach out to the casino and request your game history in Excel format? This will help us investigate your winnings further.

OK, I'll do that.

OK ich das mach ich.

this is the answer from customer support

das ist die Antwort vom Kunden Support

Dear Ott56t, have you received your game history in Excel format from the casino?

Could you provide your complete bonus history?

Also, could you explain how you activated the bonus and where you found the offer?

Hello. No, the AmunRa casino wrote that they would take 30 days to give me the game progress in Excel format.

Hallo. Nein das AmunRa casino hat doch geschrieben das sie sich 30 Tage Zeit nehmen um mir den Spielverlauf im Excel Format geben zu können.

I bought a bonus buy of 50 euros and won over 400 euros and the winnings were not credited to me. I did not have an active bonus from the casino.

Es war ein Bonusbuy von 50 Euro gekauft und über 400 Euro gewonnen und der Gewinn wurde mir nicht gutgeschrieben. Ich hatte keinen aktiven Bonus vom casino.

Dear Ott56t, kindly provide an update once you receive the game history in Excel format.

So it looks like I won't get a response from support. But that doesn't surprise me because the email was answered by an AI. There probably won't be a real person there anymore. And you as a casinoguro can't intervene or achieve anything.

Also es sieht so aus als wenn ich keine Antwort vom Support bekomme. Es wundert mich aber auch nicht denn die Email wurde ja von einer KI beantwortet. Es wird da wohl kein echter Mensch mehr sein. Und sie als casinoguro können da auch nicht eingreifen oder etwas erreichen.

Dear Ott56t, have you checked if there's an option in your casino account settings to download your game history directly? This would show your bets and their results, which are crucial for providing supporting evidence of your winnings. We cannot proceed with your complaint without this information. If the casino is delaying, consider stressing the urgency of your request to expedite their response.

I have been emphasizing the urgency of my request to Amunra casino since January 24, 2025. If I hadn't won this amount, they would have told me long ago. There is a history in the game, but it doesn't open either. I can't get to this information.

Ich betone seit dem 24.01. 2025 die Dringlichkeit meiner Anfrage beim Amunra casino. Wenn ich diesen Betrag nicht gewonnen hätte dann hätten sie mir dass schon längst gesagt. Es gibt einen Verlauf im Spiel aber der öffnet sich auch nicht. Ich komme nicht an diese Informationen.

What efforts have you made so far?

Welche Bemühungen haben Sie denn bisher denn unternommen?

Dear Ott56t, unfortunately, without supporting evidence of your winnings in the form of your game history in Excel format, we cannot proceed with your complaint. This documentation is crucial for us to verify your claims and assist you effectively.

Once you receive the game history in Excel format from the casino, please feel free to request the reopening of your complaint by attaching that document.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, and I’m sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.