Amunra - Refusing readable documents as unreadable/ no Verification-no Withdrawal

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

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Player's Complaint

I had deposited several times on that site. All last deposits (SOFORT) have been without usage of some sort of a bonus. Then I had a massive win on IRON BANK at 2. september 02:26 time (about 5000x on 1,50€). From that win, I made three withdrawals each 1000€ and continued playing with the other funds (4500€). On the next day I get an verification email from the casino and I replied immediately with all documents, making sure, that everything is visible. I wrote severals times to the support but the next answer came on 07. Sept 2021 16:33, they wrote me an email, that the document with my adress cannot be read (which is completely untrue). Maximum 10 Minutes after that email, I replied with an official bank statement, where my account and my adress is readable and a screenshot oft that bank statement with the adress visible, because I didnt knew if they accept pdf files (bank statement), so the screenshot was jpg. I checked the visibility again. Since then they do not reply, and they have not credited my money to my account. I´m customer at several N1-casinos, and I double checked, that the amunra.com is still under N1 license. So I sonder whats going on there, because N1 usually works out everything in minutes or maximum several hours. Please helpf me with this case. Greetings

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5 Responses

thepogg

September 11, 2021

Hi JanBows - welcome to ThePOGG.com!

With the greatest of respect, you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 24th of September let us know and I'll contact the operator on your behalf.

Thanks,

ThePOGG

JanBows

September 12, 2021

Ok, thank you for that response. I will give the operator that time. Greetings, Jan Bows

thepogg

September 25, 2021

Hi JanBows,

Are you still experiencing issues?

Thanks,

ThePOGG

thepogg

October 2, 2021

Hi JanBows,

I'm following-up on the above?

Thanks,

ThePOGG

thepogg

October 9, 2021

Hi JanBows,

If we haven't heard from you by Friday the 22nd of October I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG