AmunRa Casino - A retirada do jogador é atrasada após o encerramento da conta.

Good morning,

I requested a withdrawal of 330 euros from Amunra on April 16th. Their support team confirmed that the withdrawal would be processed within 3-5 business days.

In the meantime, I asked the support team to close my account, so I no longer have access.

I have written to the support team via email because the withdrawal has not yet arrived, but nobody is responding.

Buongiorno,

ho richiesto il prelievo da 330 eur da amunra il 16 Aprile. Il loro supporto mi ha confermato che il prelievo verrà elaborato in 3-5 lavorativi.

Nel frattempo ho chiesto al supporto di chiudere il mio account dunque non ho più accesso.

ho scritto al supporto tramite e-mail visto che il prelievo non mi è ancora arrivato ma non mi risponde nessuno.

Dear Vddd,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

Good evening Kristina,

Thanks for replying.

Amunra support replied to me, as soon as I requested the withdrawal, that the withdrawal will take 3-5 working days.

At the moment support is not answering my questions at all.

In any case, are you aware of the processing of the withdrawal from the account and can you give me more details on the status of the withdrawal?

Thanks and I look forward to yours,

V

Buonasera Kristina,

Grazie per il riscontro.

Il supporto amunra mi aveva risposto, appena richiesto il prelievo, che il prelievo richiederà 3-5 giorni lavorativi.

Al momento il supporto non sta rispondendo ai miei quesiti per niente.

In ogni caso, a lei risulta l'elaborazione del prelievo dal conto e mi può dare più dettagli sullo stato del prelievo?

Grazie e attendo sue,

V

Update: amunra support responded to me saying that I canceled the withdrawal and played the amount.

Which is not true because after requesting the withdrawal I confirmed the permanent ADM self-exclusion, confirmed with the site's support how long it will take for the withdrawal to arrive and asked to close the account.

I await confirmation again from support

Aggiornamento: il supporto di amunra mi ha risposto dicendo che ho cancellato il prelievo e giocato la somma.

Cosa non vera in quanto dopo aver richiesto il prelievo ho confermato l'auto esclusione adm permanente, confermato col supporto del sito in quanto tempo mi arriverà il prelievo e chiesto di chiudere il conto.

Attendo conferme di nuovo dal supporto

Thank you very much for your reply, Vddd. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Vddd,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.