AmunRa Casino - Игрок пытается получить доступ к своему выигрышу.

The won amount is not being paid into the customer account. I ask for assistance.

Der gewonnene Betrag wird nicht auf das Kundenkonto ausgezahlt. Ich bitte um Unterstützung.

Dear viciuucurtu, 

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 before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

Could you please specify when exactly you submitted your withdrawal request?

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, 

Veronika

Hi, I have never made any withdrawals. The first withdrawal attempt was made on 02/03/2024 of this subscribed sum.

I confirm that the KYC verification has been verified by the system!

I accumulated the winnings with an active bonus. I sent the withdrawal request on 02/03/2024. Assuming that the sum won disappeared from the customer account after a few seconds.

Salve, non ho mai fatto nessun prelievo. Il primo tentativo di prelievo è stato fatto in data 03/02/2024 della codesta somma sottoscritta.

confermo che la verifica KYC e stata verificata dal sistema!

ho accumulato la vincita con bonus attivo. Ho inviato la richiesta di prelievo in data 03/02/2024. Premettendo che la somma vinta dopo qualche secondo è scomparsa dal conto cliente.

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 the 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, please, let us know and we will intervene and try to help you. 

Thank you in advance for your patience and understanding.

the withdrawal has not yet been carried out because the bank details have not yet been uploaded. The amount won at the time of the withdrawal has disappeared from the gaming account.

il prelievo non è stato ancora eseguito perché i dati delle coordinate bancarie non sono ancora stati caricati, La somma vinta al momento del prelievo è scomparsa dal conto gioco.

Do I understand correctly that the casino confiscated your whole balance after you submitted a withdrawal request?

Did you finish wagering the bonus?

Did you adhere to all the bonus rules?

Have you contacted customer support asking why your winnings were canceled? If you received any response, please forward it to me. My email address is veronika.l@casino.guru. Alternatively, you may post screenshots here.

Yes the casino confiscated my winnings.

Sì il casino ha confiscato la mia vincita.

Thank you very much, viciuucurtu, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello viciuucurtu,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite an AmunRa Casino representative to join this conversation and participate in resolving this complaint.

Dear AmunRa Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

I am contacting you because I do not understand why the winnings have not been paid out to my customer account.

Ich wende mich an Sie, weil ich nicht verstehe, warum der Gewinn nicht auf mein Kundenkonto ausgezahlt wurde.

Dear Stefan,

We would like to inform that the customer's bonus was canceled due to the activation of another bonus. This course of action aligns with the terms and conditions below:

• 15. This bonus can’t be combined with other bonuses (promotions) at the same time. If you activate another bonus or claim free spins while having an active bonus, the current active bonus and any corresponding winnings will be automatically removed.

https://amunra.com/en/promotions/weekend-reload

Moreover, we sent you an email with all the evidence.

Looking forward to hearing from you.

Best Regards,

Amunra

Dear AmunRa Casino,

Thank you for your response and the information provided.

I have reviewed your email but it seems you forgot to attach the screenshots. Could you send me the email once again with all the attachments?

Thank you very much for providing the information in advance.

I'll be awaiting your reply.

Dear Stefan,

Thank you for informing us. We sent a new email along with the screenshots.

Looking forward to hearing from you.

Best Regards,

Amunra

Dear AmunRa Casino,

Could you state if the player has met the wagering requirements of the reload bonus? Has the player already played the free spins?

I'll be awaiting your reply.

Dear Stefan,

The customer had not met the wagering requirements of the reload bonus prior to cancelling it. The freespins have already been played.

Best regards,

AmunRa.com

Dear AmunRa Casino,

Could you state if the player has received some pop-up window or warning that his winnings will be void after taking another bonus?

I'll be awaiting your reply.

Dear Stefan,

The pop-up window appears while activating the bonus and it shows that activating the new bonus will remove the current bonus. We have attached an example screenshot for your reference.

Best regards,

AmunRa.com



Hello viciuucurtu,

It looks like you agreed to remove the old bonus and activate the free spins instead. The wagering requirements of the previous bonus were not met and you won't be able to recover the previous bonus in this case. I am afraid there is nothing that can be done from our side.

Kind regards,

Stefan, Casino.Guru

Dear viciuucurtu,

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.