After winning a considerable amount in slots on 11/2/2024, I made two withdrawals of €500 each (the daily maximum amount). The two withdrawals were completed on 11/2 and 12/2. Upon attempting to make a third withdrawal on 13/2, the withdrawal failed.
I contacted support via Live Chat and was advised to wait for the financial department to contact me. As of 17/2 I had not received any communication, and found out that my access to my account had been blocked. The error message reads: "User disabled by administration". Subsequent attempts to get any details about the issue via Live Chat have been unsuccessful.
On 26/2/2024 I submitted a complaint to complaints@AmunRa.com but have not received any communication from the casino. According to Terms and Conditions the complaint should have been processed and I should have been provided with an answer within 10 days. That time has now passed without any communication, so I am bringing the issue to the attention of an independent regulatory body AGCCS.
Due to being blocked from my account, I am unable to check the exact balance. Nevertheless, it is around €6,100. I have read the Terms and Conditions thoroughly and to the best of my knowledge they have not been breached by me. If it wasn't for this issue and the following brickwalling by the casino, I would have been able to withdraw the remaining balance in daily increments by now. Therefore, my demand is that the remaining balance is paid out in its entirety as soon as possible, after which the account can be closed permanently. At the very least, my access to the account should be restored so that I can withdraw my funds within the daily and monthly limits.
