AmunRa Casino - Il ritiro del giocatore è stato posticipato.

Hello, Amunra Casino hasn't processed my withdrawals for three weeks. I have €24,405 in real money balance and tried contacting them on November 28th and December 1st, but each time I was told to be patient and that the withdrawals were on hold. Furthermore, my uploaded documents aren't being verified either. The status has been pending for 10 days.

I deposited €1300 + €2600 bonus and wagered it completely.

Hallo, Amunra Casino bearbeitet meine Auszahlungen seit 3 Wochen nicht. Ich habe 24405€ Echtgeld Guthaben und Kontaktversuche am 28. November sowie 1. Dezember unternommen und wurde jedes Mal vertröstet dass ich mich gedulden soll und die Auszahlungen in der Warteschleife sind. Des weiteren werden meine hochgeladenen Dokumente ebenfalls nicht überprüft. Es steht seit 10 Tagen auf ausstehend.

Ich habe 1300€ eingezahlt + 2600€ Bonus und diesen vollständig umgesetzt.

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 Maruschka,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Have you had any successful withdrawals whatsoever, please?
• Are you currently actively engaged in the game, or are you awaiting your funds?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Katarina

Hello Katarina,

I uploaded the following:

ID photos + face scan

Andreas proof

I uploaded both documents 10 days ago.

My payments have been outstanding since November 22nd, and several attempts to contact them have been unsuccessful. The fact that my documents are not being checked is further delaying the process.

I have never received any payouts and do not intend to continue playing. I would like to withdraw my balance.

Hallo Katarina,

Ich habe folgendes hochgeladen:

Ausweisbilder + Gesicht scan

Andreasnachweis

Beides Dokumente habe ich vor 10 Tagen hochgeladen.

Meine Auszahlungen sind allerdings schon seit dem 22. November ausstehend und mehrere Kontaktversuche haben nichts bewirken können. Auch die Tatsache dass meine Dokumente nicht geprüft werden verzögert das Ganze immer mehr.

Ich habe noch nie auszahlungen erhalten und habe nicht vor weiter zu spielen. Ich möchte mein Guthaben Auszahlen.

My documents are still pending. Absolutely nothing is happening with the casino.

Meine Dokumente sind immer noch ausstehend. Es passiert einfach überhaupt nichts vom Casino

Dear Maruschka,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello Katarina, here is the progress

Nothing new has happened since then. I've been waiting for my payment for over a month and my documents haven't been checked either.

Hallo Katarina hier ist der Verlauf

Es hat sich gar nichts neues mehr getan seitdem. Ich warte über 1 Monat auf meine Auszahlung und meine Dokumente wurden auch nicht geprüft.

Everything remains unchanged. Could you please contact the casino?

Nach wie vor alles unverändert. Könnten Sie bitte das Casino kontaktieren?

Hello Maruschka,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina 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 Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello, there's been no update. My proof of delivery is still pending.

Hallo, es hat sich nichts neues ergeben. Mein Nachweis ist immer noch auf ausstehend.

Everything's still the same.

Immer noch alles gleich

Dear Maruschka,

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 ([email protected]). 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,

Katarina

Dear Maruschka,

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 BassBet 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. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Maruschka,

Thank you for reaching out to us.

We are sorry to hear about your case and frustration.

Please be informed that we forwarded your documents with priority for review and expect further updates as soon as possible.

We thank you for your patience and understanding.

Kind regards,

Amunra Casino

Dear Maruschka,

We would kindly like to ask you to check your emails where we provided you further information regarding which documents are still missing in order to finalize the verification of your account.

Please upload the requested documents within your profile.

We thank you for your patience and understanding.

Kind regards,

Amunra Casino

Hello everyone,

Thank you, AmunRa Casino, for the updates. Maruschka, could you please confirm which documents you have submitted so far and whether you received the latest instructions from the casino?

AmunRa Casino, once Maruschka updates us, please clarify if any additional documents are required to complete the verification.

Dear Samuel,

We would kindly like to inform you that as for now we did not receive any reply to our email from the player, nor were new documents submitted to complete the verification.

Kind regards,

Amunra Team

Dear Maruschka and AmunRa Casino,

Thank you, AmunRa Casino, for your update and for keeping us informed.

Maruschka, please let us know which documents you have submitted so far and if you have received the casino’s latest instructions.

Hello, I have uploaded all the newly requested documents. These were proof of deposit and proof of ownership of a crypto wallet. To avoid further delays, I would like to point out that Trust Wallet does not request any personal data, and therefore proof using my crypto address and name is not possible. I have uploaded a screenshot of my address, which confirms my ownership.

Hallo, ich habe alle neu geforderten Dokumente hochgeladen. Diese waren Nachweis der Einzahlung und Nachweis der eigentümerschaft eines Krypto wallets. Um weitere Verzögerung möglichst zu vermeiden merke ich hierzu direkt an, dass Trust Wallet keine persönlichen Daten verlangt und daher ein Nachweis mit meiner Krypto Adresse und meinem Namen nicht möglich ist. Ich habe einen Screenshot meiner Adresse hochgeladen welche meine Eigentümerschaft bestätigt.

Hello, my proof of ownership of my crypto address has been repeatedly rejected and requested again. Could you please explain to the casino that Trust Wallet does not require personal data and therefore proof using my crypto address and my name is not possible? I have now uploaded a screenshot of my address several times, confirming my ownership.

I would be happy if we could finally complete this verification; I have been waiting for my payouts for 10 weeks now.

Hallo, es wurde wiederholt mein Nachweis über Eigentümerschaft meiner Krypto Adresse abgelehnt und erneut gefordert. Können Sie dem Casino bitte erklären dass Trust Wallet keine persönlichen Daten verlangt und daher ein Nachweis mit meiner Krypto Adresse und meinem Namen nicht möglich ist. Ich habe jetzt mehrfach einen Screenshot meiner Adresse hochgeladen welche meine Eigentümerschaft bestätigt.

Ich würde mich freuen wenn wir diese Verifizierung endlich zum Abschluss bringen können, ich warte mittlerweile schon 10 Wochen auf meine Auszahlungen.

Hello everyone,

thank you, Maruschka, for the update and for confirming the documents you have submitted.

AmunRa Casino, at this stage, I kindly ask you to review the documents already provided by the player and confirm whether they are sufficient to complete the verification. If further information is strictly required, please specify exactly what is missing or insufficient. It is important to provide clear instructions so that this long-standing verification can finally be completed and the complaint moved toward resolution.

Thank you for your prompt attention and cooperation.

Dear Maruschka,

Thank you for the provided documents.

We would kindly like to inform you that the proof of ownership was rejected as there were no names visible on the document.

Please upload the requested document with all information visible in order to successfully verify your account.

Thank you for your understanding.

Kind regards,

Amunra Team

Hi Samuel, do you see this? It's like talking to myself. How many more times do I have to say that Trustwallet doesn't ask for any personal data and therefore the requested document doesn't exist? I've uploaded a screenshot of my address multiple times, which confirms my ownership.

It looks like we're unfortunately not making any further progress, and that's after almost two months.

Hallo Samuel, siehst du das? Es ist als ob man Selbstgespräche führt. Wie oft muss ich noch sagen dass Trustwallet keine persönlichen Daten verlangt und daher das geforderte Dokument nicht existiert. Ich habe mehrfach einen Screenshot meiner Adresse hochgeladen welche meine Eigentümerschaft bestätigt.

Es sieht so aus als ob wir leider nicht weiter kommen und das nach bald 2 Monaten.

Hello everyone,

Thank you, Maruschka, for your update and for confirming the documents you have submitted. I fully understand your frustration after almost ten weeks of waiting.

AmunRa Casino, this situation has now gone on far too long. The player has repeatedly provided screenshots proving ownership of the crypto address, and as clearly stated, Trust Wallet does not include personal data such as the account holder’s name.

At this stage, I need you to provide a definitive response:

• Can the screenshots already submitted be accepted as valid proof of ownership?
• If not, specify exactly what alternative document the player can realistically provide, considering the limitations of the wallet.

Please review the submissions carefully and respond without further delays. Continued rejection without a clear explanation is unacceptable and only prolongs the resolution unnecessarily. The verification and payout need to move forward immediately.

Thank you for your prompt attention.

Dear All,

Thank you for your reply and the provided documents.

We clearly understand the urgency of the matter and assure that we do our best to move forward.

We would kindly like to inform you that the documents are currently under review with all information and explanations provided.

We are awaiting further update in the nearest time and will directly inform you.

We thank you for your patience and understanding in this case.

Kind regards,

Amunra Team

I hope the verification process will be completed this week. It would be frustrating if I had to wait another week for feedback, only to find out something else is wrong. I've already submitted everything multiple times.

Ich hoffe dass die Verifizierung diese Woche abgeschlossen wird. Es wäre traurig wenn ich jetzt wieder eine weitere Woche warten muss um Rückmeldung zu erhalten und dann wieder irgendwas angeblich nicht passt. Ich habe schon lange mehrfach alles eingereicht.

Dear Maruschka,

Thank you for your patience and cooperation.

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

Furthermore please note that we forwarded your withdrawal requests with priority and expect the finalization in the nearest time.

Thank you for your understanding.

Kind regards,

Amunra Team

Hello Maruschka,

We would like to update you that due to Samuel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Samuel 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 Samuel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello, there is still €22,400 outstanding. However, I haven't received a payment for 5 days.

Hallo, es sind noch 22400€ ausstehend. Ich habe aber seit 5 Tagen keine Auszahlung mehr erhalten

Now suddenly withdrawals are blocked for me again and I can no longer request any withdrawals.

Why are there problems again now that my account has been verified?

Jetzt sind plötzlich wieder Auszahlungen gesperrt für mich und ich kann keine Auszahlungen mehr beantragen.

Warum kommen jetzt schon wieder Probleme nachdem mein Account verifiziert wurde?

Dear Maruschka,

Thank you for your reply.

We would kindly like to apologize for the confusion and delay in your case.

Unfortunately we need to inform you that one document is still missing on your account in order to proceed with the payouts.

We would kindly like to ask you to upload a selfie with your ID and the Casino Website clearly visible in the background.

We are deeply sorry for the delay and will immediately proceed with your payment once the document is received .

We hope for your understanding.

Kind regards,

Amunra Team

I uploaded the selfie.

Honestly, I find it quite sad that I now have to wait again to be verified after I was only able to receive payouts for a few days and was previously informed that my account was fully verified, after having already had to wait for over 2 months.

Ich habe das Selfie hochgeladen.

Ehrlich gesagt finde ich es ziemlich traurig wie ich jetzt erneut warten muss nochmal verifiziert zu werden nachdem ich gerade einmal ein paar Tage lang Auszahlungen erhalten durfte und mir vorher mitgeteilt wurde dass mein Account vollständig verifiziert ist, nachdem ich zuvor schon über 2 Monate warten musste.

Hello everyone,

thank you for the update, Maruschka.

I am back and have resumed handling this case. I note that the requested selfie has now been uploaded. We will now wait for the casino’s confirmation regarding the completion of this final verification step.

AmunRa Casino, given how long this case has already been ongoing, could you please also confirm whether, once the selfie is approved, the player will be able to withdraw the full remaining balance without further restrictions or additional verification requests?

I will await your clarification and update the thread accordingly.

Dear Maruschka,

We are highly appreciating your patience and cooperation.

We can now confirm that your account is fully verified and your payments have been forwarded with highest priority.

We will inform you as soon as the transactions have been completed.

Thank you for your understanding.

Kind regards,

Amunra Team

Dear Maruschka,

We are happy to inform you that your withdrawal requests have been successfully complete.

Kind regards,

Amunra Team

Hello Maruschka,

thank you for the update.

Please let us know once you start receiving the withdrawals and keep us informed about the progress until the full balance is paid out.

Thank you as well to AmunRa Casino for the update and cooperation.

Hello Samuel, there is still €15900 outstanding.

Hallo Samuel, es sind noch 15900€ ausstehend.

Hello Maruschka,

thank you for the update.

I understand. I’ll keep the complaint open and continue monitoring the case until the remaining €15,900 is fully paid. Please let me know as soon as you receive any further withdrawals or if there is any change.

€14,400 remaining

Noch 14400€

Hello Maruschka,

thank you for the update, I understand. I’ll continue monitoring the situation and keep the complaint open. If at any point everything appears to be proceeding normally on your side, please let me know as well.

Hello, unfortunately no payouts have been made since February 19th.

Hallo, leider wurde seit 19. Februar keine Auszahlung mehr ausgeführt.

Hello everyone,

thank you for the update, Maruschka. I understand your concern, especially since no payments have been made since February 19th.

AmunRa Casino, could you please provide an update on the current status of the remaining balance and clarify when the next withdrawals are expected to be processed?

Thank you both. I’ll wait for the casino’s response and follow up accordingly.

Dear Maruschka,

Thank you for your reply.

After reviewing we can confirm that one payout was made on the 01.03 and two payouts were made on the 03.03.

The new requests will be reviewed and finalized in the given timeframe according to our terms and conditions.

Thank you for your understanding.

Kind regards,

Amunra Team

Hello Maruschka,

thank you for the update and thank you to AmunRa Casino for the clarification regarding the recent payouts.

Maruschka, since it appears that the withdrawals are continuing to be processed, I would like to ask whether you would be comfortable with temporarily closing this complaint to help us manage the large number of active cases we are currently handling.

Of course, if you agree, the complaint can be reopened at any time if the payments stop again or if you encounter any further issues with the remaining balance.

Please let me know if this would be acceptable for you.

Hello, I still owe €8900 and would ask that the complaint be left open until I have received the remaining amount.

Hallo, ich habe noch 8900€ zu erhalten und würde bitten die Beschwerde bitte geöffnet zu lassen bis ich den Restbetrag erhalten habe.

Hello everyone,

thank you for your response, Maruschka, and for the clarification.

That is completely understandable. We will keep the complaint open until the remaining balance has been fully paid. Please continue to keep us informed about any further withdrawals or payments you receive.

Hello, I still owe €7400.

Hallo, ich habe noch 7400€ zu erhalten.

Hello Maruschka,

thank you for your update. I’m glad to see that the remaining balance is decreasing.

Please continue to keep me informed about further withdrawals as they are processed so I can monitor the progress.