Complaint #8 AmunRa Casino

Cannot cashout to the card I used for deposit

By Mark H.

6 years ago

on the 28th june 2020 18:34 i made a 50 euro deposit using my visa card i also used their welcome bonus of 100% and the wager is completed 100%.
All my documents i was asked for has been send and they have also veryfied my account.
When i looked at my balance it says Amount 2900,26 EUR, Avilable for withdrawel = 0,00 EUR

I then contacted chat that said i should just ignore the error and proceed with the withdraw.
The problem is that when i click for withdraw, then i cannot choose visa for withdraw only neosurf, paysafecard, trustly and bank transfer.
The first three options i cannot use and also bank transfer is not an option for me as my bank does not allowed transfers from outside my country has to be done direct to my visa card.
In their site they write "for your safety we only allow withdraweals thorugh the same payment systems you have previously used for deposit" Since i used my visa card then i should only be able to use that for withdrawel.
I talked with chat again, first time they told me it was a temp error they hoped would be fixed asap. When i next time told them i could see others having the same issue back in may. They stopped to call it a temp error and just asked me to use one of the other withdrawel options. Even that should be against their own rules.

I was so happy about my over 5000x win on a slot i even shared it on a big casino forum it has today been show in a video "Biggest win of the week" their videos usually get 80000-100000 views so a lot of free promotion for this casino. I hope i can write that i also got the money cashout and i not have to warn people not to play at this site.
https://youtu.be/1Bvo0rnqh_s?t=781

Disputed Casino AmunRa Casino

Reason Declined payment

Amount €2900.26

Discussion

AskGamblers

• Support Team

6 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

btgking

• Denmark • 1 reviews

6 years ago

@askgamblers
The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment

I would kindly ask you to look at my response from 10 july were i confirm i got the money

AskGamblers

• Support Team

6 years ago

Dear @btgking,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

AmunRa Casino

• Representative

6 years ago

Dear Player,

We would like to highlight, that we are striving to get the aforementioned issue resolved in the shortest time possible. In the meantime, all of the cashout requests you have submitted were paid out to your e-wallet.

We apologise for any arisen inconvenience and wish you all the best!

Regards,

AmunRa

AmunRa Casino Complaint Stats

Resolved 37 / 39

Avg. Amount $1,760

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

AmunRa Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 34 out of 35 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

AmunRa Casino Complaints

See all complaints for this casino

Excessive account verification delayed access to funds and unreasonable conduct

Dear AskGamblers Complaints Team,

I am submitting this complaint regarding my account with Amunra Casino.

I am asking AskGamblers to investigate this matter because my account has been under verification since 18 August 2026, and the verification process is still ongoing. This has now continued for an excessive period of time, despite the fact that I have cooperated with the casino and provided the information and documents requested from me.

The casino informed me that my account was being reviewed/verified. The verification started on 18 August 2026, and as of today, 10 September 2026, it has still not been completed. This is already more than three weeks.

I have repeatedly contacted the casino and asked for a clear explanation of what is still required and when the verification will be completed. However, I have not received a satisfactory resolution.

The casino’s own information regarding verification indicates a maximum/expected processing period of 10 business days, yet my verification has continued beyond that period.

An important fact in this case is that I have previously received successful withdrawals from my account. Therefore, this is not a situation where the casino has never processed a withdrawal or where my account has never been reviewed.

The fact that previous withdrawals were successfully processed is relevant because the casino had already had the opportunity to verify and process my account and transactions before. I can provide evidence of these previous successful withdrawals.

I have not refused to provide information or documents requested by the casino. I have cooperated with the verification process and have attempted to resolve the matter directly with Amunra. Despite this, the account review remains unresolved.

I believe that a verification process should be conducted within a reasonable period of time, especially when the player has cooperated, and there is no clear explanation for the continuing delay.

The casino has not provided a satisfactory explanation for the prolonged delay. My main concern is not simply that a verification was initiated. I understand that an online casino may perform KYC/AML checks and that these checks can sometimes take time.

My concern is that the process has now gone on for an unreasonable length of time without a clear and specific explanation of what remains outstanding.

I would therefore ask Amunra to clearly state:

* exactly what information or documentation is still required;

* why the verification has exceeded the stated processing period;

* why the verification has not yet been completed despite my cooperation;

* whether my funds are being withheld because of the verification;

* and when I can expect a final decision.

I believe AskGamblers’ intervention is now necessary. I have attempted to resolve this matter directly with the casino, but the situation remains unresolved. I am therefore asking AskGamblers to review the case and contact Amunra regarding the prolonged verification.

I am not asking AskGamblers to simply take my side. I am asking for an objective review of the evidence and for the casino to provide a transparent explanation supported by specific facts.

I am prepared to provide:

* screenshots of my communication with Amunra;

* screenshots showing the verification status;

* evidence showing that the verification began on 18 August 2026;

* evidence of the casino’s stated verification timeframe;

* evidence of previous successful withdrawals;

* evidence of my cooperation with the KYC/verification process;

* and any other documents required to establish the facts of the case.

I respectfully request that Amunra:

1. Complete my account verification without further unnecessary delay;

2. Provide a clear written explanation for why the verification has exceeded the stated timeframe;

3. Confirm the status of my funds and any pending withdrawals;

4. Process any legitimate outstanding withdrawal(s) without further unreasonable delay;

5. And provide a final, transparent explanation of the situation.

I believe I have been patient and cooperative throughout this process. However, a verification process that began on 18 August 2026 and remains unresolved on 10 September 2026 requires proper explanation and independent review.

I would appreciate AskGamblers’ assistance in obtaining a clear resolution.

I can provide all relevant screenshots and supporting evidence upon request.

Kind regards

Rejected

Ft29,000,000

Delayed payment of withdrawals

My complaint is related to the processing times I’m experiencing on my pending withdrawals. I deposited with crypto welcome bonus and completed wagering. After winning and setting up my first withdrawal on 26.06, I waited for a week until the first withdrawal was paid out to me - no issues there, a week is fine as they do the checks on bonus wagering etc.
My issue lies with the time after the first withdrawal was completed.

I set up new withdrawals on 27.06, 28.06 and 04.07 (max 3 pending at a time, max 5000 NOK/500€ per). All of these are still sitting there waiting for processing. As I haven’t experienced waiting times like this before I got concerned and then saw all the reviews and complaints here on Askgamblers about the withdrawals from this casino.

I would appreciate your support in expediting these withdrawals, and also with the remaining ones. After these 3 withdrawals are completed, I will still need to set up more than 10 additional withdrawals to withdraw my balance.

On a positive note the casino itself is very nice to play on, and the chat support has been very responsive and quick to reply in chat. Though the messages I get are the same every time, explaining the delays are due to payment providers which I find strange. Deposit and withdrawals in this case are with crypto.

Thanks in advance!

Resolved

kr15,000

KYC verification delay and withdrawal issue

Hello,
I am writing to file a complaint against Amunra Casino regarding a delayed KYC verification and withdrawal process.
I submitted my KYC documents on Tuesday at 16:00.
It has now been over 5 business days, and my account is still not verified.
I contacted support multiple times, and I only receive generic responses such as “please be patient” without any clear timeframe.
I would like to point out that:
My account was previously able to withdraw €2900 successfully, which confirms my account activity is legitimate.
I have not used any bonus, so there should be no wagering or bonus-related restrictions.
At this stage, I am concerned about the lack of transparency and the delay in processing my verification.
I kindly request:
A clear update on my KYC status
Immediate processing of my verification
The ability to proceed with withdrawals without further delay
I am fully willing to provide any additional documents if required, but no specific request has been made so far.
Thank you for your assistance.
Best regards

Resolved

€3,000

Delay for two withdrawals

Hello, I want to file a complaint because I have made withdrawal requests on November 24th and 25th for amounts of €500 and €200 but neither withdrawal has been processed even though they promise a 3 day processing time on the website. I have contacted the live chat 5 times and sent more than 4 emails to their email address, from which I have received the same response that it is waiting for the financial department to process it. I have also kindly requested that my withdrawal request be prioritized. Unfortunately, I do not receive any concrete schedules or confirmations for withdrawals, so I would like to file an official complaint about this. I demand that the casino prioritize withdrawals, because the processing time is already so long.

Here is also ID of my withdrawals:

3fca03ba-b501-4579-bc17-e2041d4bdb73

2025cb96-5ef0-4fdb-97a1-e58a4a3e3af0

Resolved

€700

KYC Verification Issue and Withdrawal Request

Hello,

I am writing regarding my account verification and withdrawal request.

I have already uploaded more than 200 photos where my face, ID document, and even my elbow are clearly visible, exactly as requested. Despite this, my withdrawal request keeps getting rejected with the same automatic message.

I find this extremely frustrating and unacceptable. I have used many other platforms before, and my verification was always successful using the same type of photos taken with the same phone. There has never been an issue like this.

At this point, I have followed all your instructions multiple times and made every possible effort to comply with your requirements. However, I am not receiving any meaningful response, and my withdrawal is still being denied.

Please review my case manually and clearly explain what exactly is wrong with my submissions, or approve my verification and process my withdrawal immediately.

I expect a proper response, not an automated rejection message.
I am a registered user (name: László), and I have a pending withdrawal of 71.75 EUR that keeps getting rejected.

I have uploaded more than 200 verification photos exactly as requested (face, ID, and visible elbow), but I keep receiving the same automated rejection message.

I have also contacted support multiple times but received no proper response.

Please review my account manually and resolve this issue. You should be able to identify my account based on my name and withdrawal amount.

This situation is very frustrating and unacceptable.

Thank you

Rejected

€72

Amunra delayed payment

Hello,

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

I have won a total of approximately 12,000 PLN and submitted my withdrawal requests on the following dates:

March 18, 2026 (Wednesday)

March 19, 2026 (Thursday)

March 20, 2026 (Friday)

Due to the casino’s withdrawal limits, I was only able to request 2,000 PLN per day. As a result, I submitted three separate withdrawal requests, which means I currently have 6,000 PLN in active withdrawals.

According to the casino’s stated policy, withdrawal processing should take up to 3 business days. As of today, March 26, 2026, none of my withdrawal requests have been processed, and there has been no visible progress or update from the casino.

Additionally, I have contacted the casino’s live chat support multiple times. Each time, I receive the same generic response assuring me not to worry and that the withdrawals are being processed. However, I have not been provided with any concrete information, timeline, or explanation for the delay.

This delay exceeds the declared timeframe, and I am concerned about the situation. I have trusted this casino partly due to its presence and recommendation on your website, which is why I am reaching out to you for assistance.

Furthermore, this situation is causing me significant psychological distress and stress, as the prolonged uncertainty and lack of communication are very difficult to deal with.

I kindly ask you to investigate this matter and help facilitate the withdrawal process. I would greatly appreciate any support or intervention you can provide to resolve this issue as soon as possible.

If any additional information is required from my side, please let me know and I will provide it promptly.

Kind regards,

< first name removed >

Resolved

zł12,000

No payment

3 business days have passed, and they are just wasting time with the payment.

The online chat is just a lie, and they don't want to do anything.

They have sent reminders to the finance department several times, but nothing has happened.

I am running out of patience.

Please take action as soon as possible

Id:17ca3068-a479-4d63-ab8d-2735e15a5f13