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Amunra - Accidentally cancelled bonus
Ruling
Resolved - Both the submitting complainant and Amunra Casino have informed us that this issue has been resolved and the player has received their funds.
Read our Amunra Casino Review.
Player's Complaint
I was playing the 2nd deposit bonus in Amunra-casino with my phone. I had deposited 400€(+300€ bonus) and was lucky to win and my balance was somewhere around 3000€ when I went to check how much more I had to wager.
I had wagered around 52%. (11 000€/21 000€). I was scrolling through the page with my phone when I accidentally pressed "cancel bonus"-button. That was pure accident and it deleted my bonus with just one touch. I went instantly to live help to ask about this and chatted about 30 minutes before I was told that the bonus is cancelled and this is final decision.
For me this was unbelievable. That should definitely never happen with just one touch.
6 Responses
Hi veskujuu,
Amunra have agreed to restore your balance to the point prior to cancellation of the bonus. You will need to complete the wagering requirement after this. Please let us know when this happens.
Thanks,
ThePOGG
Hi, and thank you for your effort!
I went to Amunra live-chat to ask about this and they said the following:
"We would like to inform you that the bonus amount of 178.56 EUR has been restored with wager requirements x12 and is now back on your balance.
Besides this, we are sorry for any inconvenience and hope this resolves the situation."
So they paid this 178.56€ which is nowhere near the bonus amount I had when this incident happened.
I asked about this from their e-mail support where did they come up with these strange numbers. They have yet to respond and it's been three days. I will keep you updated!
I asked about this from their e-mail support a week ago. I haven't heard back from them but they have cancelled that 178.56 EUR bonus. Still waiting for their answer to explain the situation.
The balance has been restored and I'm very happy! Thank you very much for your afforts and thank you Amunra for being fair :)
Hi Veskujuu,
Thanks for letting us know - it is appreciated!
ThePOGG
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Agreement
Veskujuu consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:
- Amunra Casino
- Malta Gaming Authority
- N1 Interactive Ltd
October 10, 2020
Hi veskujuu - welcome back!
As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.
You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/
To summarise.
– Use of this service does not preclude your seeking redress through court proceedings .
– This service is free to use for both the complainant and operator.
– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).
– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.
If you have any questions about the above, let me know.
While we can discuss the issue and ask whether they would be willing to restore the balance, if you have cancelled the bonus we cannot compel them to do so.
Thanks,
ThePOGG