AmunRa Casino - L'account del giocatore è stato chiuso e le vincite confiscate.

Hi, this casino closed my account with the money in it, but they've now told me they've chosen not to return it. Can you contact them and resolve the issue?

Salve, questo casino' mi ha chiuso il conto con i soldi dentro ma ad oggi mi hanno risposto che hanno scelto di non tornameli. Potete contattarli e risolvere il problema ?

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play shortly before your account was closed? Were they slots, live casino games, or sports betting?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• Did you accumulate your winnings with or without a bonus?
• Is there any chance that someone from your household or using the same IP address also created an account at this casino?

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

Best regards

Veronika

Greetings,

I played roulette offline

the winnings were without bonuses

No one but me had a registration to this casino.

I used playid login for this casino.

Salve,

Giocavo alla roulette offline

le vincete erano senza bonus

No nessuno oltre a me aveva la registrazione a questo casino'

Utilizzavo l accesso da playid per questo casino'

Could you please forward me all the communication between you and the casino customer support regarding the closure of your account? My email address is [email protected]. If possible, kindly forward me the unedited, full conversations, rather than just cropped screenshots.

Also, was your account fully verified before the casino blocked it?

Veronika I just sent you an email with the conversation between me and the amunra casino.

As I was telling you, I only accessed the casino via PlayID, so I didn't need to verify my documents or anything else at the casino itself. I'm waiting for your reply, thanks.

Veronika ti ho appena mandato un email con la conversazione tra me e il casino' amunra.

Come ti dicevo io facevo l accesso al casino' solo tramite PlayId quindi non serviva che avessi verificato documenti o altro sul casino' stesso. Attendo Risposta grazie

Dear thekilldesign

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, Martin ([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,

Veronika

Hello thekilldesign,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the AmunRa Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us?

We are aware you believe the player has breached terms 9.3. and 9.4. However, we kindly ask you to substantiate these claims by relevant evidence. In case you deem it confidential, please feel free to contact me at [email protected]

Thank you in advance for providing us with your view of the issue and the reasons the user's account was blocked.

Dear thekilldesign,

Thank you for reaching out to us.

We are sorry to hear about your frustration.

Please be informed that your case is currently under review and you will be contacted as soon as possible with further information.

We thank you for your patience and understanding.

Kind regards,

Amunra Team

Dear casino representative,

thank you for your response, we will be awaiting the results of your review.

Hi, I hope I can get my money back from the now closed account.

Salve spero di poter riprendermi i miei soldi dal conto ormai chiuso.

Dear thekilldesign,

Thank you for your patience.

Please be informed that we are currently awaiting further information and will contact you as soon as possible.

We thank you for your understanding.

Kind regards,

Amunra Team

But how did it end? Where is MY MONEY?

Ma come e' finita? Dove sono i MIEI SOLDI ?

Dear Martin,

Thank you for your patience.

We would kindly ask you to check your emails where we provided you with further proof of this case.

We hope this helps to clarify the case.

Kind regards,

Amunra Team