AmunRa Casino - O levantamento dos prémios dos jogadores está atrasado.

To date, no credit has been received since the last communication regarding the data request for the balance withdrawal by bank transfer.

Ad oggi nessun accredito dall’ultima comunicazione riguardante la richiesta dati per il saldo prelievo con bonifico

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Dear Cleopax,

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,
Complaints Resolution Center

Dear Cleopax,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

They need to settle the €75 balance in my account, which hasn't been credited yet. I'm still waiting for clarification. They've paid the first withdrawal request of €115, but now the €75 balance in the account I requested is missing, and it hasn't been credited yet.

Devono procedere al saldo dei 75 € del saldo in account che al momento non è stato ancora accreditato. Rimango in attesa di delucidazioni in merito. Loro hanno adempiuto al pagamento della prima richiesta di prelievo di 115 € ora manca il saldo di 75 € rimasto in account nella quale ho fatto richiesta e ad ora ancora non è stato accreditato.

Dear Cleopax, thank you for your response. 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?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

• Yes, there have already been successful withdrawals from both Poste Digital and bank transfers.
• sports betting
• my money
• verification completed

• si già effetti prelievi andati a buon fine sia poste digital sia bonifico
• scommesse sportive
• soldi miei
• verifica completata

Dear Cleopax,

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 L., (martin.l@casino.guru). 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,

Karla Mayfly

Hello Cleopax,

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? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which Cleopax can expect their withdrawal to be processed?

Dear Cleopax,

Please be advised that your account has been permanently closed in accordance with Clause 3.9 of our Terms and Conditions:

"We reserve the right to deny opening of an account or close an existing account without prior notice or justification."

Regarding your remaining balance of €72, we can confirm that this amount will be fully paid out to you. We have sent an email to your registered email address today requesting your banking details.

Please check your inbox and reply to that email with the necessary information so our finance department can process the transfer.

Thank you for your cooperation and patience throughout this process.

Best regards,

Amunra Casino Team

Dear casino representative,

thank you for explaining your position.

Dear Cleopax,

thank you for your patience, please keep us updated on the situation. Please also note, that we will only accept the casino's decision to close your account once all remaining balances are paid out.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Cleopax,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin