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Amunra - Blocked account with active bonus

Ruling

Resolved - Amunra Casino have informed us that this player has been paid. The player has been non-responsive to our requests for updates so we assume they are happy.

Read our Amunra Casino Review.

Player's Complaint

Hi there!

I am writing to you because you officially represent the interests of the N1 Interactive Ltd casino group, so I hope for your help and loyalty.

On November 16, 2020, I received a letter from the casino with a promotion of 80% up to 400 euros and decided to play this bonus. My winning amount from this bonus is 1527 euros. As soon as I won this amount, the casino blocked my account with an active bonus, I did not even have time to fulfill the wagering requirements for this bonus. The casino sent me a letter in the mail with the following content:

° Please kindly note that your account has been closed based on the following from our Terms and Conditions:

- The Casino reserves the right to close your Player Account and to refund to you the amount on your account balance, subject to deduction of relevant withdrawal charges, at Casino’s absolute discretion and without any obligation to state a reason or give prior notice.°

I have not received any explanation on this matter and the casino has not responded to my inquiries, only that this decision is final. I do not understand what could be the reason, because I have already received payment from them in the amount of 407 euros 07.11.2020.

I hope you can help me in this situation and return my winnings. Thank you.

Read the casino review

8 Responses

User icon
ThePOGG
March 18, 2021

Hi sfoel - welcome to ThePOGG.com!

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.

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

User icon
SFoel
March 19, 2021

Thank you to ThePogg representatives!

I am waiting for a reply from you in the near future and hope for help.

User icon
ThePOGG
April 4, 2021

Hi SFoel,

Our understanding is that your bonus will be restored shortly. We would appreciate it if you could let us know when that happens.

Thanks,

ThePOGG

User icon
SFoel
April 5, 2021

Hi ThePOGG!

They have restored only the bonus 200 euros but not my winnings. In case they returned to me 250 euros of my deposit the restored balance should be 1277 euros.

User icon
SFoel
April 22, 2021

Hi ThePOGG!

Do you have any news for me? They did not restore my winnings and even more they have disabled my account.

User icon
thepogg
May 8, 2021

Hi SFoel,

Our understanding is that your balance will be restored shortly. Can you check and confirm?

Thanks,

ThePOGG

User icon
thepogg
May 15, 2021

Hi SFoel,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
May 22, 2021

Hi SFoel,

If we haven't heard from you by Friday the 4th of June I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

SFoel 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

March 17, 2021

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