AmunRa Casino - O pagamento do jogador foi atrasado.

Dear Casino Guru team,

I am writing to formally file a complaint regarding delayed withdrawals from Amunra Casino, a casino listed and recommended on your platform.

I won a total of €9,910.00.

I made the first withdrawals in this way:

-€500 12/03;

-€500 13/03;

-€800 14/03;

-€600 15/03;

-€500 16/03;

For the first two there were no problems, while for those of 14-15-16/03 I had to ask my VIP Manager who helped me get them processed, and up to that point, everything was fine.

I would like to inform you that during the first week of March I was promoted to VIP Level 3 (with personal manager) but immediately after receiving the 3 payments mentioned above and placing three more requests for €500.00 on 21-22-23/03 I was downgraded to VIP Level 1.

From that moment on, the wait began. To this day, my withdrawals are still pending. I've contacted the chat and email support dozens of times, but they told me to stay calm, that they're processing and that the delay is caused by a technical issue with their payment service providers.

Due to the casino's withdrawal limits, I was only able to withdraw €500.00 per day.

As of today, I have €1,500.00 pending and €5,510.00 stuck in my gaming account.

According to the casino's stated policies, withdrawals should take up to 3 business days to process. As of April 2, 2026, none of my withdrawal requests have been processed, and I have not received any updates or progress reports from the casino.

I contacted the casino's customer support several times, but each time I received the same generic response, reassuring me not to worry and that my withdrawals were being processed. However, I was not given any specific information or timeframe.

This delay is exceeding the expected timeframe, and I'm concerned about the situation. I trusted this casino partly because of its presence and the recommendations on your website, which is why I'm contacting you for assistance.

Please review this matter and facilitate the process. I would greatly appreciate any assistance or assistance you can offer to resolve this issue as quickly as possible.

If you need any further information from me, please let me know and I will provide it promptly. I have screenshots of chats, email communications, winnings, gaming account and everything else.

Thank you in advance for your help.

Best regards,

Matthew

Gentile team di Casino Guru,

Scrivo per presentare formalmente un reclamo in merito ai ritardi nei prelievi da parte di Amunra Casino, casinò presente e raccomandato sulla vostra piattaforma.

Ho vinto un totale di €9.910,00.

Ho effettuato i primi prelievi in questo modo:

-€ 500 12/03;

-€ 500 13/03;

-€ 800 14/03;

-€ 600 15/03;

-€ 500 16/03;

Per i primi due non ci sono stati problemi mentre per quelli del 14-15-16/03 ho dovuto sollecitare il mio Vip Manager che mi ha aiutato a farli evadere, e fino a qui tutto bene.

Vi informo che la prima settimana di marzo ero stato promosso come utente vip livello 3 (con manager personale) ma subito dopo aver ricevuto i 3 pagamenti sopra menzionati ed aver inserite altre tre richieste da € 500,00 nei giorni 21-22-23/03 sono stato declassato a Livello vip 1.

Da quel momento è iniziata l'attesa, ad oggi i miei prelievi sono ancora in sospeso ho contattato decine di volte la chat e l'assistenza tramite e-mail, mi è stato risposto di star tranquillo, che sono in elaborazione e che il ritardo è causato da un loro problema tecnico con i fornitori di servizi di pagamento.

A causa dei limiti di prelievo del casinò, ho potuto richiedere solo € 500,00 al giorno.

Ad oggi conto € 1.500,00 in sospeso e € 5.510,00 fermi sul conto gioco.

Secondo le politiche dichiarate dal casinò, l'elaborazione dei prelievi dovrebbe richiedere fino a 3 giorni lavorativi. Ad oggi, 2 Aprile 2026, nessuna delle mie richieste di prelievo è stata elaborata e non ho ricevuto alcun aggiornamento o segnalazione di progresso da parte del casinò.

Ho contattato più volte l'assistenza clienti del casinò ma ogni volta ho ricevuto la stessa risposta generica che mi rassicurava di non preoccuparmi e che i prelievi erano in fase di elaborazione. Tuttavia, non mi è stata fornita alcuna informazione concreta e tempistica.

Questo ritardo supera i tempi previsti e sono preoccupato per la situazione. Mi sono fidato di questo casinò anche grazie alla sua presenza e alle raccomandazioni sul vostro sito web, motivo per cui vi contatto per chiedere assistenza.

Vi prego cortesemente di esaminare la questione e di agevolare la procedura. Apprezzerei molto qualsiasi supporto o intervento possiate offrire per risolvere questo problema il prima possibile.

Se fossero necessarie ulteriori informazioni da parte mia, fatemelo sapere e ve le fornirò tempestivamente, ho con me screen delle chat, delle comunicazione tramite e-mail, vincite, conto gioco e tutto il resto.

Vi ringrazio in anticipo per il vostro aiuto.

Cordiali saluti,

Matteo

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Dear Matteo7,

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

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

Dear Matteo7,

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,

Karla

We’ve reopened this complaint at the request of Matteo7. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Greetings,

Unfortunately, I have to note that after a series of successful withdrawals, I now find myself stuck with pending withdrawal requests and the full balance.

The latest requests entered are as follows:

€485.00 requested on 05/14/2026

€495.00 requested on 21/05/2026

€450.00 requested on 05/22/2026

And a total account balance of €695.05.

I've contacted support dozens of times, but I've always received generic responses telling me that the withdrawals were being processed correctly and that they would follow up, but to date nothing has ever changed.

The same situation applies to email support.

Personally, I think you can't wait more than 14 days for a withdrawal request, especially if you are a former level 3 VIP and after several withdrawals have been completed and received recently (as explained in the first complaint).

We are well beyond the standard timeframes highlighted on the platform.

I trust you to solve this case, you are the only ones who can help me

A greeting

Salve,

purtroppo devo constatare che dopo una serie di prelievi andati a buon fine, ad oggi mi ritrovo bloccato con le richieste di prelievo in sospeso e con il saldo totale.

Le ultime richieste inserite sono le seguenti:

€ 485,00 richiesto il 14/05/2026

€ 495,00 richiesto il 21/05/2026

€ 450,00 richiesto il 22/05/2026

E un saldo totale sul conto di € 695,05.

Ho contattato decine di volte l'assistenza ma ho sempre ricevuto risposte generiche dove mi dicevano che i prelievi risultavano in corretta elaborazione e che avrebbero sollecitato ma ad oggi non è mai cambiato nulla.

Identica situazione per quanto riguarda il supporto via e-mail.

Personalmente penso che non si può attendere più di 14 giorni per una richiesta di prelievo soprattutto se si è un ex Vip livello 3 e dopo che sono stati completati e ricevuti diversi prelievi poco tempo prima (come spiegato nel primo reclamo).

Siamo molto oltre le tempistiche standard evidenziate sulla piattaforma.

Confido in voi per risolvere questo caso siete gli unici che possono aiutarmi

Un saluto

Dear Matteo7, 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

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

Dear Matteo7,

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,

Karla