AmunRa Casino - O pagamento do jogador foi adiado por duas semanas.

Hello, I've been waiting for my AmunRa payout for two weeks now, but nothing has been paid out. They haven't requested any verification of my account, and the payouts have been pending for two weeks. My account shows "no verification required at this time." When I inquired in the live chat, I was told to be patient, but nothing has happened.

I would like to ask for your help, as I believe nothing will happen on its own.

Hallo, ich warte seit 2 Wochen auf meine Auszahlung von AmunRa aber es wird einfach nichts bezahlt. Sie haben auch keine Verifizierung meines Kontos angefordert, die Auszahlungen sind seit 2 Wochen ausstehend. Mein Account zeigt an "derzeit keine Verifizierung notwendig". Auf Nachfrage im Live Chat wird mir mitgeteilt dass ich mich weiter gedulden soll, aber passieren tut nichts.

Ich möchte um Ihre Hilfe bitten, da ich glaube dass von selbst nichts passiert

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Dear Nibadon,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the delay? Send emails or chat transcripts to my email at tomas@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.

Best regards,

Tomas

Hi Tomas, these are my first withdrawals and I made the winnings using the 200% Crypto Welcome Bonus.

That's what the live chat told me.

I have been waiting for 14 days without anything happening, and the casino states a processing time of 72 hours in its terms and conditions.

Hallo Tomas, das sind meine ersten Auszahlungen und ich habe die Gewinne mit Hilfe des 200% Crypto Welcome Bonus erzielt.

Das hat der Live Chat mir gesagt

Ich warte aber schon 14 Tage ohne das etwas passiert und das Casino hat in ihren AGBs eine Bearbeitungszeit von 72 Stunden angegeben.

Unfortunately, I am still waiting for my payout.

Three days ago I was in the live chat again and this was communicated to me.

Nothing happened after that either. It's all just empty talk, and they keep you waiting in the hope that you'll gamble everything away.

Ich warte leider weiterhin unverändert auf meine Auszahlung.

Vor 3 Tagen war ich erneut im Live Chat und mir wurde dies mitgeteilt

Passiert ist auch danach nichts. Es ist alles nur leeres Gerede und man wird weiter warten gelassen in der Hoffnung alles zu verzocken.

Dear Nibadon,

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, Martina (martina.b@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,

Tomas

Dear Nibadon,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite AmunRa Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not received his withdrawals yet?

Thank you in advance for providing the information.

Dear all,

Thank you for contacting us.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Amunra

Dear AmunRa Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear all,

Thank you for the patience.

We kindly inform you that the relevant department inform us that you need to provide the following documents to proceed with your verification :

ownership for the used crypto wallet + Proof of deposits

We hope that this clears up the matter for you.

Kind regards,

Amunra

Thank you, AmunRa Casino, for the update!

Dear Nibadon,

I would kindly ask you to submit the required documents to the casino and please let me know once this has been done.

Thank you very much in advance.

Hello, I have uploaded both documents.

I would like to mention that I use Trust Wallet for deposits and withdrawals, and that Trust Wallet does not collect any personal data such as my name or address. I have uploaded a screenshot of my wallet address. I request that this matter be resolved as quickly as possible.

Hallo ich habe beide Dokumente hochgeladen.

Ich erwähne direkt dass ich Trust Wallet für ein und Auszahlungen verwende und es bei Trust Wallet keine persönlichen Daten wie Name oder Adresse gibt. Den Screenshot meiner Wallet Adresse habe ich hochgeladen. Ich bitte um eine schnellstmögliche abschließung.

Hello, my verification was rejected on the grounds that my name and address are not included. I explained yesterday that Trust Wallet does not contain any personal data such as name or address. It consists solely of a crypto address. Casinos that accept crypto payments should be familiar with this. I have re-uploaded the verification and request once again that my verification be completed.

I was eventually made to wait 20 days and had to open this complaint before any documents were even requested.

Hallo mein Nachweis wurde abgelehnt mit der Begründung dass mein Name und Adresse nicht drauf stehen. Ich hatte gestern bereit erklärt dass Trust Wallet keine persönlichen Daten wie Name oder Adresse enthält. Es besteht ausschließlich aus einer Crypto Adresse. Casinos die mit Crypto Zahlungen arbeiten sollten damit vertraut sein. Ich habe den Nachweis erneut hochgeladen und ich bitte nochmals um den Anschluss meiner Verifizierung.

Ich wurde schließlich 20 Tage warten gelassen und musste diese Beschwerde öffnen bevor überhaupt Dokumente gefordert wurden.

Dear AmunRa Casino Team,

Could you please advise the player which alternative documents could be submitted in order to complete the verification successfully?

Thank you very much in advance.

My document continues to be rejected, and they insist that my real name and home address be visible. This document does not exist, as I have already stated several times. Trust Wallet is a non-custodial crypto wallet without a named owner. It consists only of a crypto address. I have already uploaded a screenshot of my crypto address, which clearly shows that this address matches the address from which I deposited funds.

I kindly request that you do not cause any further delays and that you accept the document, as it is technically impossible to provide a different one.

Mein Dokument wird weiter abgelehnt und es wird darauf bestanden dass mein echter Name und wohnadresse sichtbar sind. Dieses Dokument existiert nicht wie ich schon mehrfach erwähnt habe. Trust Wallet ist eine non custodial Crypto Wallet ohne namentlichen Halter. Es besteht nur aus einer Crypto Adresse. Ich habe bereits einen Screenshot von meiner Crypto Adresse hochgeladen, dort ist ersichtlich dass diese Adresse übereinstimmt mit der Adresse von welcher ich eingezahlt habe.

Ich bitte darum keine weiteren Verzögerungen zu verursachen und das Dokument zu akzeptieren, da es technisch nicht möglich ist ein anderes Dokument zur Verfügung zu stellen.

My account has finally been verified. Now I'm waiting for my withdrawals to be processed.

Mein Account wurde endlich verifiziert. Jetzt warte ich auf die Bearbeitung meiner Auszahlungen.

Dear all,

Thank you for the patience.

We would like to inform you that your account is verified, and your withdrawals will be proceeded soon.

Kind regards,

Amunra

Thank you AmunRa Casino Team, do the good news!

Dear Nibadon

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear Nibadon,

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.

Hello, I've received a few payouts. There's still a balance of €23,647 in my account. Please leave the complaint open while I wait for the remaining balance.

Hallo, ich habe ein paar Auszahlungen erhalten. Es sind noch 23647€ Guthaben auf meinem Account. Bitte lassen Sie die Beschwerde noch geöffnet solange ich auf das restliche Guthaben warte.

Dear Nibadon,

I understand your concern.

Since the casino is currently cooperating and has started processing the withdrawals, I will close the complaint as resolved at this stage.

However, please do not worry. If anything changes, for example, if the casino stops processing the withdrawals, delays them for an unreasonable time, or any other issue occurs, you can contact me by email, and we can reopen the complaint at any time.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time and understanding.

We have reopened this complaint at the request of Nibadon. We would like to give this case one more chance to be resolved and help both parties reach a satisfactory conclusion.

The player has informed us that the withdrawal requests have still not been processed, despite waiting for approximately 20 days.

Dear AmunRa Casino Team,

Could you please let us know what is causing this delay and provide us with an update on the status of the player's withdrawals?

Thank you very much in advance.

It's very disappointing to see that my withdrawals are being processed much more slowly than the casino states on its website. My last withdrawal took over 20 days, and now I've been waiting another week for my new withdrawals. It's outrageous; there's no other way to describe it.

Under normal circumstances, I should receive €7,000 per month from the casino, but this wasn't reached last month due to delays in my withdrawals. This month looks like the same pattern will repeat itself. It's a deliberate delaying tactic by the casino.

Es ist sehr traurig zu sehen dass meine Auszahlungen viel langsamer bearbeitet werden als das Casino auf ihrer Website angibt. Meine letzte Auszahlung dauerte über 20 Tage und jetzt warte ich auch schon wieder 1 Woche auf meine neuen Auszahlungen. Es ist eine Frechheit anders kann man es nicht bezeichnen.

Unter normalen Umständen sollte ich 7000€ pro Monat vom Casino ausgezahlt bekommen, dies wurde letzten Monat aufgrund der Verzögerung meiner Auszahlungen nicht erreicht. Diesen Monat sieht es wieder nach dem gleichen Muster aus. Es ist eine absichtliche Verzögerungstaktik des Casinos

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

Thank you for contacting us.

We kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Amunra

Dear AmunRa Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear all,

Thank you for the patience.

We would like to confirm that the player's withdrawal transactions were completed without issue.

Kind regards,

Amunra

Thank you AmunRa Casino Team, do the good news!

Dear Nibadon

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Hello, what AmunRa is saying here isn't entirely accurate. Yes, some of my withdrawals were processed yesterday and today. However, the fact is that my withdrawals are being processed much more slowly than stated in the terms and conditions, and that's why I couldn't reach the €7,000 monthly limit last month.

Over the last 30 days, I've only received €4,500 instead of the €7,000 I'm entitled to according to the casino's terms and conditions. It's crucial that the casino adheres to its own terms and conditions and doesn't intentionally delay payouts, otherwise I won't be able to reach my legally guaranteed limit.

This complaint was previously closed, and the casino subsequently stopped processing payments until the complaint was reopened. Therefore, I request that the complaint remain open until the casino has paid out my remaining funds, as I lack confidence that my withdrawals will be processed reliably without an active complaint.

Hallo, es stimmt nicht ganz was AmunRa hier mitteilt. Ein Teil meiner Auszahlungen wurde gestern und heute bearbeitet, ja. Fakt ist aber dass meine Auszahlungen viel langsamer bearbeitet werden als die AGBs besagen und ich das monatliche 7000€ Limit letzten Monat nicht erreichen konnte deswegen.

In den letzten 30 Tagen wurden mir nur 4500€ ausgezahlt statt 7000€ die mir laut AGBs des Casinos zustehen. Es ist wichtig dass das Casino die eigenen AGBs auch einhält und Auszahlungen nicht absichtlich verzögert da ich sonst das mir zustehende Limit nicht erreichen kann.

Diese Beschwerde wurde schon einmal geschlossen und das Casino hat daraufhin aufgehört Zahlungen zu bearbeiten bis die Beschwerde wieder geöffnet wurde. Daher bitte ich darum die Beschwerde offen zu lassen bis das Casino mein restliches Geld ausgezahlt hat, da ich kein Vertrauen darin habe dass ohne aktive Beschwerde meine Auszahlungen zuverlässig bearbeitet werden.

Dear Nibadon,

I understand how frustrating that must be!

Can you please let me know, how much do you have left to withdraw, how much have you withdrawn in July already?

Thank you so much in advance