AmunRa Casino - Spillerens anmodning om lukning af konto er ubesvaret.

I have requested the closure of the account via e-mail, as I was told I should do via the live chat in question on January 30th. I never received any response and as of today I have only lost the amount of 509 euros.

Εχω ζητησει το κλεισιμο του λογαριασμου μεσω e mail οπως μου επισημανθηκε οτι πρεπει να κανω απο την ζωντανη συνομιλια του εν λογω καχινο στις 30 ιανουαριου δεν ςλαβα ποτε καμια απαντηση και ως εκ τουτου σημςρα μονο εχασ το ποσο των 509 ευρω

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear vasosou6712,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. To clarify, I would like to explain the difference between closing an account and self-exclusion:

Closing an account is a straightforward process that typically has minimal consequences. The player retains the ability to reopen their account at any time, and the casino has no obligation to the player. In fact, the casino may attempt to retain the player by offering bonuses or additional special advantages.

On the other hand, self-exclusion due to a gambling problem carries significant implications. When a player successfully requests self-exclusion, the casino commits to not reopening that account, or if they do, it will only occur under specific circumstances (after a designated cooling-off period, and this option is not available for players who struggle with addiction or gambling problems).

Could you kindly share the reason for your account closure? Additionally, please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru.

Thank you very much for your cooperation.

Best regards,

Kristina

Dear vasosou6712,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have sent you the emails I sent you regarding the casino.

Isn't it believed that no matter what the reason is for a player to request the closure of their account, the casino should comply with their request?

Σας εχω στειλει τα e mail που εχω στειλει συο εν λογω καζινο

Δεν πιστευεται οτι οιος κι αν ειναι ο λογος που ενας παιχτης ζηταει το κλεισιμο του λογαριασμου του θα επρεπε το καζινο να ανταποκριθει στο αιτημα του;

Thank you for your reply, vasosou6712. Although I understand your frustration, we are not in a position to force casinos to close players' accounts unless they express gambling problems. The easiest solution is to unsubscribe from all communications with the casino and stop using the account. The vast majority of online casinos close inactive accounts sooner or later anyway.

If there is anything else I could help you with, please let me know, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Dear vasosou6712,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

And I want to tell you again, I had requested the account to be closed a long time ago, which never happened and resulted in me getting carried away and losing some money that if it hadn't been open, I wouldn't have lost.

Και θελω να σας ξαναπω ειχα ζητησει ςδω και παρα πολυ καιρο το κλεισιμο του λογαριασμου το οποιο ποτε δεβ εγινε και ειχε ως αποτελεσμα να παρασυρθηκα και να εχασα καποια χρηματα τα οποια αν δεν ηταν ανοιχτος ακομα δεν θα τα εχανα

If you still have access to your casino account and you feel like gambling has become challenging for you, I strongly suggest you request self-exclusion properly.

When applying for self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to AmunRa Casino (support@amunra.com) and keep me informed about any further developments. Thank you in advance.

Dear vasosou6712,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru