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Amunra - refuses to pay winnings

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 recently joined Amunra and had a good run. I used the welcome bonus and cleared the wagering.

After two days I asked when my withdrawal would be processed and I was told within 3 days.

After three days I had to send in my documents and these were validated very quick.

However I alsoreceived an email stating that my withdrawals where canceled due to the fact I did not wager the amount set. Iimmediatly checked the website since i only deposited 36€ and got 27€ in bonus and was sure i wagered at least 5.000€.

Wagering is 30x bonus deposit.

So 27 36= 63 x 30 = 1.890.

I went to chat and chat stated I did not wager enough yet and had to wager an additional 1.078,80. I told them that my history clearly shows I wagered way more that the 810 and also way more that 1890.

Appareantly there was an error on the website and the wagering system on the bonus only calculated the wagering on the bonus and not the deposit, therefore only 810€ was being shown at the casinos end.

BUT, guess what, although the casino acknoledged I wagered way more than what was neccesary and did fullfill the wagering, due to the error on their site I was kindly ask to wager the amount again (alhough I already wagered it 4 times!) because otherwise I would not get my funds.

Read the casino review

4 Responses

User icon
ThePOGG
May 14, 2020

Hi moeps88 - 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 to see what we can find out for you.

Thanks,

ThePOGG

User icon
ThePOGG
May 19, 2020

Hi moeps88,

Amunra Casino inform us that this issue has been resolved. Can you confirm?

Thanks,

ThePOGG

User icon
moeps88
May 19, 2020

Yes, I received an apology from AmunRa after informing you.

So yes the matter has been resolved, however I do think that fellow gamblers should be warned of this incident since the casino clearly lied and after I informed them that there system showed them incorrect data,as well as proved this by providing printscreens of there own webpage, they continued to acuse me and did not help. They even asked me to wager the wagering requirements again if I wanted to cashout. In my opinion these are unethical practices for the sole reason to withhold players to withdraw winnings and keep them playing to eventualy have a loss.

User icon
ThePOGG
May 22, 2020

Hi moeps88,

Thanks for letting us know - it is appreciated!

ThePOGG

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Agreement

moeps88 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

May 14, 2020

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