AmunRa Casino - 플레이어의 승리가 지연되고 지원팀이 응답하지 않습니다.

Hello at all, 

At first I have to say it's good to see that there is a website (casinoguru) which help people by trouble with online casinos. Otherwise you had any chance to get your rights or help...

I made an Account for Amunra on 2022 and gambling there from time to time. 03.02.2025 I had a lucky hit on Gold of Persia with a 5€ bet. I wont round about 2310€ (fortunatly I have made a Screenshot from the bonus game) but the bonus crashed at the end. Then I see there was no money gone to my balance. 

So I got in touch with the Live Chat, they ask for the transaction id from the bet and a screenshot, what i've send immadiatly. They said this can happen sometimes and I should clear my browser, log in again, and wait 2-3 days whether the money is gone to the balance. - Otherwise they will clarify it. 

The days are gone and nothing is happen, so after a week I reqested my Problem again and from this time it is gone very sad an discusting. (at the same time i had a whitdraw for 400€ on the this side that took 9 days...) 

I reqested on 09.02 / 16.02. / 23.02 in chat and they only said I have to wait for the department, they will clarify it, I will get an E-Mail, every time, but nothing was happen.

So i also write a E-Mail to the Support on 24.02 but I simply didn't get an answer... Then i send a kindly reminder for the Email on 03.03 where I also dont get an answer.

On 09.03 i wrote a E-Mail to thair complains adress in the correkt form with any information they needed but untill they also didnt answer me again.

I cant understand it, how must they hate good coustemer support, to handle me as a coustemer like this. Yes the Support is frindly but they have no Information for me at any time, they only can say sorry and that i have to wait but nothing else. If you ask hat will be done and how long it takes they said they dont now...

Please help me Casino Guru. 🙁

Kind regards and stay safe at all

Baldurdash

Dear Baldurdash,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. The games in the casino are programmed to continue even when the connection between the server of the game provider and you is disconnected. If such an event happens, you can see a different result on your screen than on the casino server. If two different results exist, the correct one is the one on the casino server.

Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you only experienced this once with one specific game?
• Could you please advise if the bet(s) and its result have been recorded in your game history?

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina, 

Many thanks for your answer. 🙂

To your frist question:

Yes this is happen only once, after this I do some spins in the same game and everthing work. I also played after this other games for 1-2 day's and every transaction - All bet's & win's are correctly displayed in the transaction history. 

To your second question:

The Bet of the Spin from the big win is displayed with a transaction ID but the result isn't. Normal I can see bet / win / bet / win and so on in the history. After the bet point is a seccond bet point in the history (two bet's) and thank came the win from the seccond bet so the win of the first isn't displayed or seems to lost in the bethistory. 

I also attached screenshots from the bonus game and bethistory to you by opening this complain. 

Hope my english is enought to understand me. 😥

Many thanks and Best regards

Baldurdash

Thank you very much for your reply, Baldurdash. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Kristina,

I have sent you an mail, which attached all screenshots & e-mails i had sent to AmunRa. (by the way sorry for double text in mail, i wrote it sepparetly in editor, checked with a translator and double pasted it in) 

Best regards