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 [email protected]? 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

Thank you very much, Baldurdash, for your cooperation. I will now transfer your complaint to my colleague Branislav ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Okay, many thanks Kristina. 🙂

Btw. I've started a live chat request again on yesterday and they said (like always) the relevant department is working on the case.

But this time I want to knew what this mystery relevant department is (maybe a payment department, a trouble department or similar) and how it realy named.

So I ask for the name of the department. The first answer from agent was "the relevant department" Then I said kindly that this don't answered my question and pleased for the name of the relevenat department again - But I got the same answer as before.

Then I want(at least) know what they have to do for clearify the situation. The answer was "they work on it" after my asking "since 7 weeks?" and a kindly note that this also didn't answered my question the Agent leave the chat without a comment.

I dont have the words to say what here is happening. It's unbeliveble.

Hello, Baldurdash,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

However, I noticed a discrepancy in the 2 screenshots you provided us with. If I understand the screenshots and the details on them correctly, the bet in question was played at 11:02, but your screenshot, which looks to be taken at the time the bet was taking place, was made at 11:11, which would mean this game was taking place for several minutes (a bit unusual for a slot)? Or can you somehow additionally explain it while we wait for the casino's response?

Now, I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear AmunRa Casino Team,

Could you please look into the user's issue and provide us with the results of the casino's investigation? Do you have any rational explanation for what exactly happened there?

If needed, feel free to send the necessary details and/or supporting evidence to my email address ([email protected]).

I am attaching the screenshots from the complainant, where you can find the bet/transaction ID:

Thank you.

Dear All,

We sincerely apologize for the delay and inconvenience.

We have forwarded the details to the relevant department for further investigation. You will be kept informed of the update.

Please be assured that we are doing our best to resolve this matter as soon as possible.

Best regards,

Amunra Casino Team

Dear Branislav,

Many thanks for helping me and your answer. To your question: This Was a bonus game with more than 120 Spins, on the screenshot you can see the actually spin is spin 83. By Merkur you dont have a "have to do" Autospin - you can choose to do the spins by using the spin button. The game Was with a realy big bet for me, and that I win on this bets doesn't happen realy often. So I enjoied the game by spinning slow, and take 2-3 cigarrets in this time. 🙂

Dear AmunRa,

Man thanks for your answer. I Was realy sad, after the game was broken, this was horrible and I had the feeling the live-chat cant realy helping me. Today (after over 2 month) I got an Email from your support, where ist writing that the money was manual added to my balance. I can confirm this, and I have to say: many thanks for your help, I hope the would also be happened if I dont wrote Casino Guru. I Like Amunra, there have good bonuses, and a many games, and I will used it again as a costomer.

Many many many thanks to All for helping me, today fells realy good.

Best regards to all - stay safe

EDIT: I WROTE THIS BEFORE I TRIED A PAYOUT. THIS SEEMS NOT POSSIBLE - BY TRYING I GET A MESSAGE THAT SAID I HAVE A WAGERING REQUIREMENT OF 1X FOR MY BALANCE. FOR SURE I WANT TO PLAY - BUT I WONT RISK MY WHOLE WIN. WHY IS THERE NOW A WAGERING REQUIREMENT FOR PAY OUT OF MY WIN? THE BLANCE BEFORE LOSING DOESN'T HAD THIS.

Sorry for wrote in big, it's only for noticing this. Best regards...

Dear all, 

I don't want to wait anymore... so l will accept the wagering requirement and play to make my whitdrawls. Hope this will not ending terrible. 

@AmunRa please let the payout not taking 9 days again after this. 

I am looking forward the payout. This case can be closed. Many many many thanks to Casinoguru & AmunRa. 

Wish me luck & stay safe. 

Best regards 

Baldurdash

Session was really okay, roundabout 2200€. 🙂 Hope there won't be trouble for payout... 

Dear All,

We are pleased to confirm that wins has been successfully credited manually 9 Apr, 2025.

Furthermore, we would kindly request that you remain patient as we endeavor to complete the current ones as soon as possible.

We sincerely apologize for any inconvenience that may have arisen due to the delay.

Kind regards,

Amunra Casino Team

Dear All,

I can confirm the win was credited on 09.04. (I wrote it also in my comment 1 week ago 🙂)

The first payout was requested on 12.04 and is payed out on 17.04. Second request from 13.04 and third request from 17.04 is still waiting.

Best regards and many thanks to all 🙂

Greetings all,

Thank you both for your replies and updates.

At this point, since we can assume everything is on the right track, without any further issues, we can consider the matter addressed.

Thank you, Baldurdash, for confirmation and for using the Casino Guru complaint resolution centre. I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

However, if there is any problem again, feel free to contact me via email ([email protected]) or request a reopening of the case.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Thank you very much, AmunRa Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru