AmunRa Casino - Spillerens konto er blevet lukket.

Unfortunately, I have bad news for the player. Due to an administrative decision, he is no longer permitted to use our website. According to our terms and conditions, the administration has the right to make such a decision. This is the message from amunra.

Leider habe ich schlechte Nachrichten für den Spieler. Aufgrund einer administrativen Entscheidung darf er unsere Website nicht mehr nutzen. Gemäß unseren Allgemeinen Geschäftsbedingungen hat die Administration das Recht, eine solche Entscheidung zu treffen. Das is die Nachrichten von amunra

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.

Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

It's a casino bonus that I've been waiting to receive for about three months now.

Initially, I was informed that my account was not blocked and remained open.

Shortly after, however, I received an error message. I was told to clear the cache and use a different browser. I did that, but without success – I still couldn't log into my account.

I was then in contact with support for an extended period. They informed me that the problem would be resolved, but I never received any feedback.

Later, I contacted support again, who then requested KYC verification. I submitted all the required documents but again received no confirmation or response.

Only after customer support from "Maximal Einsatz" followed up did I receive a response. It stated that they supposedly needed further documents from me, including:

Proof of identity (ID card/passport),

Photos of me,

a photo with a casino background,

as well as proof of my crypto deposit, which seems very unusual to me.

When I inquired again how exactly this proof of crypto payout could be provided, I was informed that I would no longer have access to my account and that it would continue to display only this error message.

Es handelt sich um einen Casino-Bonus, auf dessen Auszahlung ich nun bereits seit etwa drei Monaten warte.

Zunächst wurde mir mitgeteilt, dass mein Account nicht gesperrt sei und weiterhin offen wäre.

Kurz darauf erhielt ich jedoch eine Fehlermeldung. Mir wurde gesagt, ich solle den Cache löschen und einen anderen Browser verwenden. Das habe ich gemacht, allerdings ohne Erfolg – ich konnte mich weiterhin nicht in meinen Account einloggen.

Daraufhin stand ich längere Zeit mit dem Support in Kontakt. Dieser teilte mir mit, dass das Problem geklärt werde, jedoch erhielt ich nie eine Rückmeldung.

Später kontaktierte ich erneut den Support, der dann von mir eine KYC-Verifizierung verlangte. Ich habe alle geforderten Unterlagen eingereicht, erhielt aber erneut keine Bestätigung oder Antwort.

Erst nachdem der Kundensupport von „Maximal Einsatz" nachgehakt hatte, kam eine Rückmeldung. Darin hieß es, dass angeblich noch weitere Unterlagen von mir benötigt würden, unter anderem:

Identitätsnachweise (Ausweis/Reisepass),

Fotos von mir,

ein Foto mit Casino-Hintergrund,

sowie einen Nachweis meiner Krypto-Einzahlung, was mir sehr ungewöhnlich erscheint.

Als erneut nachgefragt wurde, wie dieser Krypto-Auszahlungsnachweis konkret zu erbringen sei, wurde mitgeteilt, dass ich keinen Zugriff mehr auf meinen Account erhalten werde und dass dieser weiterhin nur diese Fehlermeldung anzeigen würde.

Thank you very much for your reply, Dennis939. Do I understand correctly that you had €1,000 (dispute value) in your casino account before you lost access to it?

Could you please forward all relevant correspondence between you and the casino to [email protected]? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Yes, it was €1000. The payout was even cancelled a few days ago after waiting for a few months. I'll send him a little something.

Ja 1000€ waren es es wurde jz sogar die Auszahlung abgebrochen vor paar Tagen nach paar Monaten warten ich schick in bisl was zu

Dear Dennis939,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear Dennis939,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite AmunRa Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s account has been blocked?

Thank you in advance for providing the information.

Hello everyone!

Dear Dennis939,

We would like to kindly inform you that we have forwarded the matter to our relevant team to be checked and we will have updates for you regarding that as soon as possible.

Thank you so much for your patience and understanding.

Best regards,

AmunRa Team

Dear AmunRa Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Thank you so much 🙏🏽

Vielen Dank 🙏🏽

Dear Dennis939,

Thank you for your patience.

We would like to kindly inform you that KYC team stated that they have not received yet the documents after checking your Verification Tab. Have you probably sent us the documents via e-mail? Could you please try to upload them from your profile?

Thank you so much for your collaboration.

Best regards,

AmunRa Team

I sent them by email

However, I never received a reply despite sending it multiple times.

And as I already mentioned, I can't access my profile. Therefore, I can't verify my identity through the profile, only via email. This was also confirmed by live support.

Ich hab sie ihnen per Email geschickt

hab aber dazu nie eine Antwort bekommen nach mehrfachen zusenden

Und wie bereits gesagt, kann ich nicht auf mein Profil zugreifen. Deshalb kann ich auch keine Verifizierung über das Profil vornehmen, sondern nur per E-Mail. Das bestätigt auch der Live-Support.

Dear AmunRa Casino,

Could you please assist the player with the submission of their documents? Your help would be greatly appreciated.

Thank you very much in advance.

Dear Dennis939,

We have send you an email requesting the following documents :

• Proof of crypto wallet ownership.
• Your selfie photo holding your ID document with our website in the background.
• Proof of deposits made to our platform.

Please reply back to our email in order to proceed with your request.

Kind regards,

Amunra Casino Team