Complaint #97 AmunRa Casino

KYC verification delay and withdrawal issue

By Waitriz

5 months ago

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

Disputed Casino AmunRa Casino

Reason Verification issues

Amount €3000

Discussion

AskGamblers

• Support Team

5 months ago

Dear @Waitriz,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note 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 complaint 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

5 months ago

Dear AskGamblers team.

Thank you for your prompt response.

Following a review of Waitriz's account in relation to his concerns, we would like to clarify that the last withdrawal request of 1,500 EUR, attempted on April 23, 2026, was canceled from the players end on the same day and successfully utilized by the player and later the account was closed on April 24, 2026, as per players request.

However, we are pleased to inform that the players withdrawal attempts from April 21, and April 22, 2026, for 1,500 EUR each, was successfully processed, and the funds were dispatched from our end on April 22, 2026.

Please note, that while closing the account, we did not observe any pending withdrawals or an active balance associated with the players account.

We trust that this information will assist in clarifying the matter for you.

Our team extends its best wishes for your future endeavors.

Kind regards,
AmunRa team.

AmunRa Casino

• Representative

5 months ago

Dear AskGamblers team.

We had sent an email on April 20, 2026, requesting your team to share the registered email address of the player.

After reviewing your reply in the email from April 20, 2026, (Reference number - #270957). We see you have not shared the email address for the player for us to check the players account and help further accordingly.

Therefore, we kindly ask you to provide us with the customer's username and email address.

We look forward to your update.

Kind regards,
AmunRa team.

Waitriz

5 months ago

Hello everyone,

I find the response from Amunra Casino insufficient. It has already been two weeks that i’ve been waiting, and my documents still haven’t been validated. This reply also shows how unclear the status of our case really is — there’s always a generic, robotic, and poorly developed response.

In the end, i’m starting to question the professionalism of this casino.

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

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

Resolved

Ft48,000

Is not giving me my money

Casino: AmunRa Casino
Complaint type: Delayed / unpaid withdrawal
I requested a withdrawal of 250 € on 12/01/2026 at 16:33. My account is fully verified and no bonus was used.
AmunRa Casino states that withdrawals are processed within up to 3 business days, but my withdrawal is still stuck in “Under review” status.
Support only sends generic copy-paste replies and does not provide any real information. No documents or additional verification were requested, so there is no valid reason for this delay.
This is my first withdrawal. I have made many deposits before without any issues.
The casino is holding my money without a valid explanation and is not respecting its own stated processing time.
I am asking AskGamblers for help to resolve this delayed withdrawal and get my money paid.
I can provide screenshots of the withdrawal status and all communication with the casino.

Resolved

€250

Payment delayed by amunra casino

I withdrew 500€ from casino amunra and as always they are late with the withdrawal. When I write to them they tell me that I don't need to worry that my money is safe with them. They always have the same problems with them, they are unjustly holding my money. I don't know what is going on with them but this is really not fair to me.

Resolved

€500

Payment delayed for 10 days

I made a withdrawal of 500 euros on October 11th, and today is October 20th. It has been more than three business days, which is the timeframe you give for completing the withdrawal. They told me in the chat that there are a lot of requests, but that is not my problem. According to the casino, my account does not require verification. I have made several withdrawals and they have almost always been delayed. But never 10 days.

Resolved

€500

Holding stalling withdrawal

Hello there so I submitted a request for withdrawal since august 18 2025. Its now the 22nd and withdrawal status still under review. I've contacted support numerous time and just promised not to worry and my money is on its way. On their terms withdrawal times is 1 to 3 business day its now the 4th day and as per verification it says my account does not need to be verified at the moment. Simply im putting a complaint as they don't follow up to their terms and making players to ended up canceling and gamble their winnings from here. All the support just being calm assertive and just same promises that its being processed today. I have screen shots on all of this conversation and withdrawal s dates and current status.

Resolved