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I am requesting assistance with a dispute regarding a merchant named Amonbet, to which I deposited funds for the purpose of using their service.

I requested a withdrawal of £102.74 on 18 August 2025. The merchant repeatedly stated that the withdrawal was "successful , but no funds ever arrived in my bank account. After weeks of delay, they returned the same amount to my casino account and instructed me to request a new withdrawal.

On 5 November 2025, I made a second withdrawal request. This was again approved by the merchant, but I still did not receive any payment.

Since August, the merchant has repeatedly requested the same documents (bank statements, IBAN, SWIFT) which I have provided multiple times. However, they refuse to provide any proof that a payment was actually sent, including:

MT103 / SWIFT confirmation

Sending bank details

Date and time of the payment

My bank has confirmed that no incoming payment exists and that without an MT103, there is no evidence the merchant ever sent the transfer.

The merchant appears to be delaying and refusing to release my funds, and I believe this is a case of non-delivery of services / possible fraud.

I kindly request that you investigate this and assist me in disputing the original transaction(s) made to this merchant.

I can provide,

Screenshots of all communication

Details of withdrawals

Proof of non receipt

My full timeline of events

I have anyway attached some evidence as any inquiry , if you need any more information don't heist let me know.

Please let me know what documentation you require to proceed.

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 Steve141,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Do I understand correctly that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thank you for your response and for looking into my complaint.

Please find my answers below, along with a short clarification of the timeline .

1. Previous withdrawals .

No, I have not made any successful withdrawals from my account previously.

2. KYC verification .

Yes, my KYC verification was completed. I provided all requested documents (ID, bank statements, IBAN, SWIFT) multiple times, and the casino confirmed verification.

3. Bonus usage .

My winnings were accumulated without an active bonus. No bonus was active at the time of the withdrawals.

Additional clarification of events .

On 18 August 2025, I requested a withdrawal of £102.74. The casino informed me that the withdrawal was successful.

When I did not receive the funds, I contacted the casino and was told to check with my bank.

My bank confirmed that no payment was received.

After this, I noticed that the amount had been returned to my casino balance without any clear explanation.

On 5 November 2025, I requested the withdrawal again. The casino once more confirmed that the withdrawal was successful, in the same way as the previous request.

However, I again did not receive any funds. After informing the casino that I would file a complaint, my casino balance showed zero, and I still did not receive the £102.74 in my bank account.

Despite repeated requests, the casino has never provided any payment proof such as an MT103 / SWIFT confirmation, sending bank details, or execution date.

Thank you for your assistance. I look forward to your update.

kind regards

steve

Hello Steve141,

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

Thank you for your reply, Steve141. Could you please let us know the current status of your withdrawal request — is it shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.

When was the last time you contacted the casino about this issue? Please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

Hi Kristina, Thank you for your reply. I requested the withdrawal on 16 November 2025, and it was approved by the casino on 18 November 2025. Since then, the withdrawal has not been paid. My casino account balance now shows £0, which indicates the funds were removed after approval, but I have not received the money in my bank account. The withdrawal does not show as paid to me, and I have not received any transaction reference or confirmation of payment. I last contacted the casino after the approval, but I have not received a clear explanation or resolution. I will forward all relevant correspondence and screenshots of my withdrawal history to kristina.s@casino.guru as requested. Please let me know if you need any further information from my side.

kind regards

steve141

You mentioned you would send me some correspondence via email, but I haven't received anything. If there is any other information you can provide to support your case, please forward it so we can proceed with the next steps.

Dear Steve141,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Dear Kristina

could you please confirm received my email which I attached some evidence.

Kind Regards

Steve

Dear Steve141,

Unfortunately, we have come to a point, where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved."This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice of Amonbet Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Amonbet CasinoG. I wish I could be of more help.

The casino can reopen this complaint anytime.