AmunRa Casino – generel debat (side 9)

Thank you for keeping us up to date. I can also see it is now the casinos' turn to join in the complaint and explain the matter clearly.

I hope for a fast response because it has been quite some time for you to be dragged into such unfavorable events.

Dear Radka,

Dear CasinoGuru Team,

I would like to provide a brief update and clarification regarding the current situation.

This is now the 7th round of KYC-related verification requested by the casino in relation to the same withdrawal. The withdrawal has been pending for 43 days as of today.

Each verification step on the casino’s side has taken between 4 and 9 days, despite all requested documents being submitted by me promptly.

Importantly, Martin* has already reviewed the December bank statement in original PDF format, which the casino is currently requesting again, and confirmed that there are no issues preventing its use for verification purposes.

At this point, the repeated requests for the same documentation, combined with long internal review times, appear disproportionate and are causing further delay without clear justification.

I am mad, am tired, but I am fully cooperative and remain available for any clarification, however I kindly ask for your guidance on how to proceed, as all requested documents have already been provided multiple times.

Kind regards

Hello.

I can't even imagine how demanding such a situation must be for you. Just to be clear, I did not review the bank statement; the mediator did. I see the casino representative has somehow responded to Martin's question, but I can't see the details.

Hopefully it will end soon.

The casino responded today by quoting general T&C clauses without addressing the concrete issues raised (7 KYC rounds, repeated document rejections, mediator-reviewed December PDF). The verification remains unresolved after 44 days.

I spot that this is a copy of a post from the complaint thread and both you and Martin have progressed further, so I'll leave that, since it is outdated, I reckon.

Update:

The casino has now initiated a 7th KYC round, requesting additional data related to BLIK transactions and a second bank account, despite multiple bank statements already being provided and reviewed.

The withdrawal was requested on 20 December 2025 and remains unpaid as of today (over 45 days).

All requests are being fulfilled; however, verification requirements continue to be expanded instead of concluded. I am awaiting the casino’s response following the ADR deadline.

Just an hour or so ago, Martin specifically asked the casino representative to explain the following:

"What is the reason for further verification requests? Are there any concrete issues which need to be addressed?"

Update for other players:

As of today, 53 calendar days have passed since I requested my withdrawal on 20 December 2025, and I still have not received the funds.

During this time, I have undergone seven separate KYC verification rounds, providing all requested documents promptly each time.

The case is currently under mediation, but the withdrawal remains unpaid.

I am sharing this purely as factual information for transparency.

Jeg har ventet i to måneder på min hævning. De har annulleret den igen, og jeg har aldrig haft problemer med at foretage indbetalinger. De siger, at jeg skal sende et billede af kortet med udløbsdatoen, men problemet er, at jeg ikke har nogen måde at gøre det på. Af sikkerhedsmæssige årsager vil min bank ikke give mig adgang til noget dokument, der viser udløbsdatoen, kun et ejerskabsbevis. Jeg har nævnt dette flere gange, og de fortæller mig, at de allerede har informeret afdelingen, så de ikke afviser det, men de bliver ved med at afvise dokumentet.

Does it mean that you don't have a physical card, right?

I believe that if you are unable to deal with this situation on your own, our complaint team could try to help.

What do you say?

Here is the link where you can submit a complaint, if you wish, so we can intervene.

Hej, jeg indsendte en udbetalingsanmodning på Amunra.com for 11 dage siden, og overførslen er stadig ikke gået igennem. Supporten fortæller mig hver dag, at udbetalingen er forsinket. Jeg har aldrig skullet vente så længe på en udbetaling før. Jeg har allerede indsendt en klage via e-mail, men har ikke modtaget et svar endnu.

Hjælp mig venligst..

It really has been a long time.

Is your account already verified there?

If you need help from our complaint team, please follow this link, where you can submit your complaint, and we will do everything possible to resolve the issue.

Hej Romi, tak for dit svar, men jeg modtog betalingen i går aftes. Mange tak for din indsats.

Kan man lufte sit hjerte for Amunra her?

Jeg har haft et vindende væddemål i 4,5 dage nu, men det er ikke blevet udbetalt. Ingen svarer på mine e-mails, og livechatten bliver bare ved med at give mig problemer.

Hi. Feel free to vent here, but could you describe your situation in a bit more detail?

You mentioned that you’re waiting for your winning bet to be paid out, right? From what you’re saying, I assume this was a sports bet.

It would definitely be helpful if the casino could explain why it’s taking so long, because four and a half days already sounds like quite a while. And since you posted this two days ago, I assume you’ve now been waiting even longer.

I can see that you already tried contacting live chat. What exactly did they tell you about the delay? Did they give you any specific reason why the winning bet still hasn’t been settled or paid?

Hej,

Intet er blevet udløst endnu. Om cirka 3 timer vil det være præcis 7 dage siden, at væddemålet blev placeret.

I livechatten siger de nogle gange, at der er problemer med tredjepartsudbyderen, så er det angiveligt et "bonus"-problem.

Der er slet ingen bonus. Det her er alt sammen meget irriterende.

Yes, I could understand it if the delay was caused by a third-party payment provider.

But if they then give you a completely different explanation and start talking about a bonus that, according to you, you never even claimed or used, that raises another question entirely.

We generally give casinos up to 14 days to resolve withdrawal issues and send the player their money, so that’s something I’d keep in mind as well.

There is still one important thing you haven’t answered, though: does your situation involve sports betting? Were the winnings you’re trying to withdraw connected to sports bets?

Ja, det er et sportsvæddemål. Jeg modtog også feedback i går:

Vi beklager oprigtigt eventuelle ulemper, som din anmodning har forårsaget.

Så vidt vi kan se, er den allerede blevet videresendt til det ansvarlige team, som i øjeblikket gennemgår den omhyggeligt. Du vil modtage feedback via e-mail, så snart gennemgangen er færdig.

Tak for din tålmodighed og forståelse – vi sætter stor pris på dig som kunde.

If the casino is already reviewing the situation, then I’d probably give them a little more time and see whether they come back to you with something concrete.

If nothing changes after that, then making a complaint elsewhere would make sense. Since you mentioned that this is related to sports betting, it unfortunately wouldn’t be something our complaint team could handle, as we don’t specialize in that area.

If you want, I can share some links to services that do deal with sports-betting complaints. So feel free to come back with an update once you have one, and if nothing changes, I can at least try to point you in the right direction.

Ja, links til klagekontorer ville være godt.

Jeg mener, det handler ikke engang om en udbetaling, kun om at udløse det individuelle væddemål. Og nu er der allerede gået 9 hverdage. Det er latterligt.