AmunRa Casino - O saque do jogador está atrasado devido a problemas com o KYC (Conheça Seu Cliente).

I am filing this complaint due to an excessive and unreasonable delay in KYC verification, which is preventing me from withdrawing my funds from AmunRa.

Timeline & facts :

• I am a French national who was legally residing in Canada at the time my account was verified and my withdrawal was requested.
• Upon requesting a withdrawal, AmunRa asked me to complete KYC verification.
• I provided:

1. My French passport
2. All other requested documents

• The only remaining issue concerned local proof of residence / ID.

Canada does not issue a national ID card, and as a foreign resident I do not possess:

• a Canadian passport (impossible),
• a Canadian driver’s license (optional),
• or a provincial photo ID card (optional).

I therefore submitted my Canadian work permit, which is a government-issued document from Immigration, Refugees and Citizenship Canada (IRCC) and legally proves my right of residence.

Technical issue & support behavior :

• AmunRa’s document upload system systematically rejects my Canadian work permit, making it impossible to complete verification via their website.
• I contacted support multiple times and explained the technical issue.
• On January 14, AmunRa explicitly confirmed in writing that:

1. My documents were received by email
2. They were forwarded to their KYC department for a manual review, in order to bypass the automated system

• Despite this confirmation, no verification was completed, and no concrete update was provided.

Subsequently:

• AmunRa contradicted itself by insisting again that documents must be uploaded only via their website, despite acknowledging that the uploader was the problem.
• They later stated that only certain Canadian IDs (passport, driver’s license, provincial ID) are accepted — documents that are not mandatory and not available to all residents, especially foreign residents.

Why this is unfair :

• My documents are valid, official, and government-issued
• AmunRa accepted my documents and confirmed a manual KYC review, then failed to complete it
• The KYC process has become disproportionate and obstructive
• My funds remain blocked with no clear deadline, no final decision, and repeated contradictions

This behavior strongly suggests that KYC is being used as a delay tactic to block withdrawals, rather than a genuine verification process.

What I am requesting :

I respectfully ask CasinoGuru to assist in obtaining:

• Completion of the KYC verification using my already submitted documents

OR

• Acceptance of reasonable alternative documentation

OR

• Release of my funds if verification cannot be completed within a reasonable timeframe

I am fully cooperative and willing to comply with legitimate KYC requirements, but I cannot provide documents that are not legally required or impossible for me to obtain.

Evidence available :

• Email confirmation from AmunRa dated January 14 acknowledging receipt of documents and manual review
• Full email correspondence with support
• Screenshots of repeated document upload failures

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 flodel06,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

Could you please clarify:

• When did you request the withdrawal?
•  Can you log in to your account?
• Could you please let me know which documents, besides your French passport and Canadian work permit, you have already provided, when you sent the most recent one, and whether AmunRa’s support team suggested any alternative methods of document submission?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Petra

Dear Petra,

Thank you for your response and for reviewing my case.

Please find the requested information below:

Withdrawal request date:

I requested my withdrawal on September 22, 2025.

Account access:

Yes, I am still able to log in to my account. However, withdrawals remain blocked due to incomplete verification.

Documents submitted:

I have fully cooperated with the KYC process and submitted the following documents:

• French passport (government-issued ID)
• Canadian work permit (government-issued residence permit issued by Immigration, Refugees and Citizenship Canada)
• Additional documents requested by the casino (proof of address and selfie)

Most recent document submission:

The most recent submission was made via email and through their platform during January 2026. On January 14, 2026, AmunRa support confirmed in writing that:

• They successfully received my documents by email
• They forwarded them to their KYC department for a manual review to bypass technical issues with their automated upload system

Alternative submission methods:

Initially, AmunRa refused alternative submission methods and required uploads only through their website. However, due to repeated technical rejections of my Canadian work permit, they eventually accepted my documents via email and confirmed manual review.

Despite this confirmation, the verification has still not been completed. I later received contradictory responses requesting documents again through the same upload system that previously failed.

Current issue:

The casino is now requesting Canadian ID documents such as a driver’s license or provincial photo ID, which are not mandatory in Canada and are not available to all legal residents, especially foreign residents. My Canadian work permit is an official government-issued document proving my legal residence.

The verification process has now been ongoing for several months since my withdrawal request, without a clear resolution or consistent requirements.

I remain fully willing to cooperate and provide any reasonable documentation required to complete verification.

Thank you very much for your assistance in mediating this case.

Kind regards,

Thank you for your reply and for providing the previous details, flodel06.

• Can you specify the exact dates when you attempted to upload your documents through their system?
• Do you happen to have any specific deadlines or timeframes you have sent to AmunRa about the withdrawal of your funds?
• Could you please post a screenshot of your full withdrawal history here in this thread?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear Petra,

Thank you for your continued assistance.

Please find the requested clarifications below:

Document upload attempts

I initially attempted to upload my documents through AmunRa’s verification system shortly after my withdrawal request on September 22, 2025.

Between late September and October 2025, I made multiple upload attempts through the Document Verification Service under "Settings ⇒ Verification". Each time, my Canadian work permit was automatically rejected by the system.

I continued attempting uploads periodically throughout October, November and December 2025, but the same issue persisted — the system would not accept my Canadian work permit.

On January 14, 2026, AmunRa confirmed via email that:

• They had successfully received my documents by email
• They forwarded them to the KYC department for a manual review in order to bypass the automated upload issue

Despite this confirmation, verification has still not been completed.

Deadlines sent to the casino

In my follow-up emails in January 2026, I formally requested:

• A clear update on the manual review
• A timeframe for completion
• Resolution within 72 hours before escalation

However, no concrete deadline or completion timeframe has ever been provided by the casino.

Withdrawal history

I will upload a full screenshot of my withdrawal history in this thread to demonstrate:

• The withdrawal request dated September 22, 2025
• The ongoing pending status

Additional communication

I will also provide:

• The January 14 email confirming manual review
• The subsequent contradictory responses
• Any relevant screenshots of upload errors

I remain fully cooperative and willing to provide any reasonable documentation required. However, the verification process has now been ongoing for several months without resolution, despite written confirmation of manual review.

Thank you again for your assistance.

Kind regards,

Florian

Dear flodel06

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 Štefan (stefan.m@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,

Petra

Dear flodel06,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from AmunRa Casino to join this conversation and assist in addressing the complaint.

Dear AmunRa Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Hello everyone!

We would like to inform you that we are in contact with our KYC Team and we will have updates for you as soon as possible.

Thank you for your patience and understanding.

Best regards,

AmunRa Team

Dear AmunRa Casino,

Thank you for your response and continued cooperation. Please keep us updated regarding the situation.

We look forward to your response.

Dear flodel06,

Thank you for your patience.

After information that we had from our Verification team, there will be needed to provide us a proof of address which is issued within the last 6 months.

Thank you for your cooperation.

Best regards,

AmunRa Team

Dear flodel06,

I hope this message finds you well.

Could you please provide the casino with the requested proof of address? Kindly inform us once you have submitted the document.

I look forward to your response.

Dear AmunRa Team,

Thank you for your message.

For clarification, I have already uploaded a bank statement issued within the last 6 months through your verification system a few days ago.

The document clearly shows my full name and residential address and was submitted specifically as proof of address.

Could you please confirm:

• Whether the document has been successfully received?
• Whether it meets your verification requirements?
• If not, what specific issue needs to be corrected?

I remain fully cooperative and willing to provide any reasonable additional documentation if necessary.

However, I kindly ask for clear confirmation regarding the current status of my verification.

Thank you.

Kind regards,

Dear AmunRa Casino,

Could you please confirm whether you have had the opportunity to review the proof of address provided by the player? Additionally, kindly let us know if the player’s account is now fully verified and ready for withdrawal.

We look forward to your response.

Hello Petra,

I would like to inform you about a new issue with the verification process.

A few days ago I uploaded a bank statement issued within the last 6 months as proof of address through the AmunRa verification system.

However, the document was not validated and when I try to upload a new document, the system asks me to "upload the required documents below", but no document field is displayed. Therefore I am unable to upload anything.

Because of this technical issue, I currently cannot provide additional documents through their platform even though I am willing to cooperate fully with the verification process.

I have already contacted AmunRa support regarding this problem.

Thank you for your assistance.

Dear flodel06,

After information that we had from our verification team, it will be needed to enter to your account without the use of VPN.

Thank you for your understanding.

Best regards,

AmunRa Team

Dear Petra,

I would like to provide an update regarding the withdrawals.

My first withdrawal of 750 CAD has been successfully processed and paid (it took approximately one week).

I have now submitted a second withdrawal request for 750 CAD, which is currently pending.

Please note that 750 CAD is the maximum amount allowed per withdrawal on my account, which is why the withdrawals are being made in separate transactions.

I kindly ask to keep this complaint open until the full remaining balance has been paid.

Thank you for your continued assistance.

Dear flodel06,

Thank you for the update on the situation. Please keep us informed regarding the progress of the withdrawal process.

I look forward to your response.

Dear flodel06,

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,

Thank you for the extension.

I would like to provide an update: my second withdrawal of 750 CAD has now been successfully processed (it also took approximately one week).

I have submitted a new withdrawal request. Please note that the maximum amount allowed per withdrawal is 750 CAD, while my remaining balance is still above 6,000 CAD.

As a result, the full withdrawal process requires multiple transactions and therefore several weeks to complete.

I kindly request that this complaint remains open until the full remaining balance has been successfully withdrawn.

I will continue to provide updates as the withdrawals progress.

Thank you for your assistance.

Dear AmunRa Casino,

We kindly ask you to clarify the reasons for the delay in processing the player’s withdrawals.

Upon reviewing your Terms and Conditions, we note that the daily withdrawal limit is 750 CAD and the monthly limit is 10,500 CAD. Based on these stated limits, a withdrawal totaling 8,197 CAD would reasonably be expected to be processed within approximately 11 days.

In light of this, we would appreciate it if you could provide a detailed explanation for the current timeframe and confirm whether the withdrawals are being processed in accordance with your established limits.

We look forward to your clarification.

Dear flodel06,

Thank you for your patience.

We are in touch with our payments team and please rest assured that the withdrawal will be processed very soon. In the meanwhile, you may conduct more withdrawal requests please.

Thank you for your understanding and deeply excuse us for this delay caused.

Best regards,

AmunRa Team

Hello flodel06,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan 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 Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Casino Guru Team,

I would like to provide an update regarding the situation.

There have been no major changes. I am continuing to process withdrawals of 750 CAD, which is the maximum allowed per transaction. Each withdrawal is still taking approximately one week to be completed.

As a result, my balance is gradually decreasing, but the process is ongoing and requires multiple transactions to fully withdraw the remaining funds.

I kindly request that the complaint remains open until the full balance has been successfully withdrawn.

I will continue to provide updates as the process progresses.

Thank you for your assistance.

Dear AmunRa Casino,

It appears that there has been no progress regarding the processing of the player’s withdrawals. We kindly ask you to proceed with the payment of the remaining balance at your earliest convenience, as the expected timeframe of 11 days has already passed and the full amount should have been settled by now.

Should the situation remain unchanged in the coming days, we may need to reflect this in your review by adjusting the stated withdrawal limits, which could have a negative impact on your Safety Index.

Thank you for your understanding and continued cooperation. We look forward to your prompt update.

Dear Stefan,

Thank you for your message and for following up with the casino.

I would like to confirm that the situation remains the same on my side. Withdrawals are still being processed in amounts of 750 CAD per transaction, and each withdrawal continues to take approximately one week to be completed.

The process is ongoing and my balance is gradually decreasing, but the full amount has not yet been paid out due to these limitations.

I appreciate your support in encouraging the casino to proceed more efficiently with the remaining payments.

I will continue to provide updates as the situation evolves.

Kind regards,

Florian

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 flodel06,

We kindly inform you that you recent withdrawal has been completed successfully and the pending withdrawal from 24/04 will be completed as soon as possible.

Thank you so much for your patience.

Best regards,

AmunRa Team

Dear AmunRa Casino,

We kindly ask you to confirm whether the full amount of 8,197 CAD has already been withdrawn by the player. As the previously mentioned 11-day period has now passed, the player should have received the full amount by this time.

We would appreciate your clarification on the current status of the withdrawals.

I look forward to your response.

Dear flodel06,

Thank you for your patience.

We kindly inform you that your withdrawals have been completed.

Excuse us for the inconvenience caused from this delay. You may continue conducting the last withdrawals.

Best regards,

AmunRa Team

Dear flodel06,

Could you please let us know how much you have withdrawn so far and what amount remains to be withdrawn from your casino account?

I look forward to your response.

Dear Stefan,

Thank you for your follow-up.

So far, I have successfully withdrawn a total of 5,250.27 CAD.

At the moment, I still have:

• 750 CAD currently pending as an active withdrawal request
• 2,196.73 CAD remaining in my casino balance

This means a total of 2,946.73 CAD still remains to be withdrawn.

As mentioned previously, withdrawals are limited to 750 CAD per transaction, which is why the process is taking time and requires multiple separate withdrawals.

I will continue to provide updates until the full balance has been withdrawn.

Thank you again for your assistance.

Kind regards,

Dear flodel06,

Thank you for letting us know and for your continued cooperation.

Please let us know once you receive another withdrawal.

I look forward to your response.