Beschwerde #7 AmunRa Casino

No cashout option available

Von Александр С.

vor 5 Jahren

Hello! 06/15/2020 I made a deposit at Amunra Casino, took a 100% bonus and fully installed it. Now I want to cash $ 1,500. but I can’t do this, because there is no withdrawal button and writes that $ 0 is available for withdrawal and $ 1,500 on my balance (I am attaching a photo). I wrote to the support team, they said that they transferred my question to the finance department and that I would be waiting for an answer. 11 days have passed without an answer. I would like you to help me, thanks!

Unseriöses Casino AmunRa Casino

Grund Verifizierungsprobleme

Betrag $1500

Diskussion

AskGamblers

• Support Team

vor 5 Jahren

Dear @H1rurg,

Following a careful review and consideration of your case, the AskGamblers Complaint Team reached the conclusion that, unfortunately, your complaint is not compliant with the AGCCS Guidelines, section Balance played off while waiting to be paid and, therefore, is being rejected. Please keep in mind that following all AGCCS Guidelines is mandatory.

Please keep in mind that while we could understand your frustration and disappointment of probably not being paid within the time frame specified by the operator, it is up to you to refrain from playing until the processing of your payment is being finalized accordingly. Instead, you kept playing and lost your balance subsequently which means that unfortunately, you will also lost the validity of you claim against the operator which led to rejection of the complaint.

And while we understand this might not be the outcome expected by the complainant, we would like to remind that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

H1rurg

• Weißrussland

vor 5 Jahren

I broke down like a normal person and lost everything, it takes 21 days. Although there is already no money on the balance sheet (thanks to Amunra) BUT THE PROBLEM IS NOT RESOLVED.

AskGamblers

• Support Team

vor 5 Jahren

Dear @H1rurg,

The AskGamblers Complaint Team is kindly asking you to update your complaint and clarify whether you have cancelled your payment and played off your funds. Please note that in case you fail to respond within the given timeframe we will consider your case rejected 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

vor 5 Jahren

Dear Player,

We would like to apologize for the issue you were experiencing.

Our team is working on resolving the matter and to prevent any such situations in the future, however to date the account balance has been lost and there are no winnings to cash out.

Please accept our sincere apologies! The Amura Team guarantees that the issue is going to be fixed in the earliest future and you as well as our other players will not end up having such problems.

Best Regards,
Amunra.com

AmunRa Casino Beschwerde-Statistik

Gelöst 39 / 44

Durchschn. Betrag $1,654

Durchschn. Dauer 6 Tage

Durchschn. Antwortzeit 2 Tage

AmunRa Casino Beschwerden

Alle eingegangenen Beschwerden ansehen

1000 EUR nicht erhalten

Am 29.5 ich habe 1000 euro auszahlung gemacht.aber bis heute noch kein geld auf mein Girokonto bekommen.ich habe mehrmals kontaktiere mit live Support und auch mehrfach email geschrieben.aber es passiert nicht,und auch kein Antwort von denen.

Es sind 3 woche her.ich bitte Sie mir helfen,damit ich das geld wieder bekommen.

Ungelöst

€1,000

Auszahlung ausstehend seit 6tagen

Ich warte seit 6 Tagen auf meine Crypto-Auszahlung, obwohl Sie mit schnellen Auszahlungen werben. Bisher ist kein Geld angekommen. Das war das erste und letzte Mal, dass ich hier gespielt habe. Bitte klären Sie die Verzögerung umgehend und sorgen Sie dafür, dass das Geld schnellstmöglich bei mir ankommt.

Es handelt sich um 500€

Gelöst

€492

Gewinn wurde nicht gutgeschrieben

Hallo Support Team

Am 8.05.24 habe ich bei Amunra Casino gespielt.

Meine Balance war zu diesem Zeitpunkt Fr. 158.10
Bonus Buy getätigt Fr. 100.-

Somit noch Fr. 58.10

Um 13.43.09 Uhr, hatte ich bei Sugar Rush Fr. 158.70 gewonen (Bet ID 40638776337011).

Gleichzeitig hat der Screen gezeigt dass ich ein Weekday Prize gwonnen habe über Fr. 48.58.

Es wurde zu meinem Balance gezählt Total Fr. 106.58.

Jedoch hat das System den Gewinn aus dem Freegame nicht dazu gezählt.

Es wurde auch im System nicht angezeigt, beim Verlauf.

Bei Pragmatic Play kann man nachvollziehen beim Reply und dort sieht man den Gewinn Fr. 158.70.

Ich habe es dem Kundendienst gemeldet, aber sie waren nicht einsichtig und sagen ständig es wurde mir gutgeschrieben.
Der Weekday Prize wurde gutgeschriebe, da bin ich einverstanden.
Aber der Gewinn aus Sugar Rush 1000 freegame nicht über Fr. 158.70.

Ich habe Beweis Screenshots vom Weekday drops und vom Gewinn.

Kann mir jemand helfen?

Der Support sagt sie schauen es sich nochmals an und melden sich per Email, zusätzlich habe ich den VIP Manager kontaktiert und keine Antwort erhalten seit 08.05.24.

Die Rechnung sieht so aus:

Anfang Betrag: Fr. 158.10
- Bonus Buy: - Fr. 100.-

Total Fr. 58.10

Drop Prize
Gewinn: Fr. 48.58

Total Fr. 106.68

Sugar Rush 1000 Freegame Gewinn Fr. 158.70, wurde nicht gutgeschrieben.

Meine Balance hätte Fr 265.38 sein müssen. Es ist ein technischer Fehler. Das System hat nicht erkannt dass es 2 Gewinne waren.

Ich erwarte eine Lösung vom Casino, es ist zum Glück nicht so ein grosser Betrag jedoch steht es mir zu und sie sollen die Situation analysieren und denn Gewinn gutschreiben.

Danke um Hilfe.
Ich habe Screenshots mitgeschickt.

FG
Thily81

Ungelöst

€159

Casino ist offline ueber einen Monat

Ich kann nicht auf mein Konto zugreifen, da das Casino ueber einen Monat offline ist. Ich habe Email an Kundenservice von Amunra zugeschickt aber es wird nicht versandt, da es öffline ist.

Wie kann ich mein Geld von dem Casino auszuzahlen.

Ich freue mich auf Ihre Antwort.

Mit freundlichen Greußen

<Full name removed>

Ungelöst

AmunRa Spielothek - Auszahlung via Trustly seit dem 1. Dezember ausstehend

Guten Morgen,

ich habe ein Problem mit dem AmunRA Casino. Meine am 1. Dezember 2021 beantragte Auszahlung in Höhe von 1.000EUR via Trustly wird nicht bearbeitet. Ich habe keinerlei Boni benutzt.

Am 2. Dezember wurde ich dort erfolgreich verifiziert. Bei höflicher zweimaliger Nachfrage beim freundlichen Kundenservice kamen als Antwort es würde baldmöglichst ausgezahlt. Bei erneuter gestriger Nachfrage kam die Antwort es gäbe technische Probleme aber die Finanzabteilung würde daran arbeiten. Geduld Geduld. Es ist heute ja bereits der 7. Dezember und keine Bearbeitung in Sicht. Ich würde mich über Ihre Hilfe sehr freuen. Vielen Dank

Meine Auszahlung steht seit dem 1. Dezember auf unbearbeitet.

Gelöst

€1,000

AmunRa Spielothek - Amunra verzögert Auszahlungen

3 Auszahlungen am 25.5.21 in Höhe von je 1000€ beantragt.
1 Auszahlung sollte am 31.5.21 ausgezahlt werden wurde dann aber einfach auf den 02.06.21 geschoben.
2 Auszahlungen stehen noch aus. Keine Rückmeldung. Habe am 02.06.21 das Konto geschlossen, da ich mit der Auszahlungspolitik total unzufrieden bin.
Laut AGB werden beantragte Auszahlungen bei einem geschlossenen Konto innerhalb 5 Werktage ausgezahlt!

Gelöst

€2,000

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

Gelöst

€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

Gelöst

€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

Abgelehnt

€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 >

Gelöst

zł12,000