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Amunra - Violation of the duty of supervision in the case of gambling addiction


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.

Read our Amunra Casino Review.

Player's Complaint

Dear Ladies and Gentlemen,

due to gambling addiction I was playing at the Amunra Online Casino. There I made deposits of 9400 Euros within 2 days.

As you are probably familiar with such problems and gambling problems you might know,that when you have a 'blackout' you cannot control what you doing at all. Playing online makes it even easier to make such deposits.

As you might also know,according to German law,it is not legal to provide online Casinos here. Still,Amunra,knowing that I am living in Germany,didn't keep me from depositing that high amount of money.

I contacted the Casino asking to at least give me back half of the money that I deposited while having a 'blackout'. Unfortunately without success. Rather,the support told me that it is not in their responsibility to make sure that people that live in Germany do not play online.

Casinos,that are/will be officially allowed in Germany do not at all allow such a high deposit within two days!

I hope you can help me solving this issue. I contacted a lawyer,as well as psychological help to overcome the addiction. Though I would like to keep things simpler and with less bureaucratic effort for both sides to leave this chapter behind me and move forward.

Your help would thereby be highly appreciated.

Sincerely and best regards from Germany,

Read the casino review

5 Responses

User icon
May 21, 2021

Hi Lola968 - welcome to!

Unfortunately there is nothing we can do to help you in this instance. As explained in our Complaints FAQs we do not pursue refunds of losses based on lack of license. If your own government cannot prevent unlicensed operators from accepting their citizens, there is no possibility of the operator offering a refund simply on the basis of us asking them to.

With regard to the responsible gambling aspects of your claim, unless there is a significant reason that the operator would be expected to know of your addition, they would not have been expected to prevent your play. Is there any such reason?

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 12k gambling operator websites for between 24 hours and 5 years.



User icon
May 21, 2021

Dear Pogg Team,

thank you very much for your friendly reply! I really value that you take time to answer even though you don't seem to be able with my actual issue.

If this case goes to court, then I'm pretty sure that I can prove that the operator could and should have recognized my addiction.

If a player deposits such large sums of money in such a short window of time, then it can be assumed that that player is addicted. This is even more the case, since an operator of an online casino has already dealt with the subject of gambling addiction and knows how to assess the behavior of gambling addicts. That is why I am convinced that it would have been the duty of the casino operator AmunRa to prevent me from paying the amounts.

User icon
May 23, 2021

Hi Lola968,

So is it reasonable to assume that you have not asked for a self-exclusion or time out and you have not said anything while communicating with the operator that would indicate that you are a gambling addict or are in a significant negative emotional state?

While I understand your feelings regarding the deposited funds, the truth is that are (in an international context) many players that will deposit similar amounts or more without considering themselves gambling addicts. What is affordable to you may be vastly more than others can afford. What is afforable to some other people may be vastly more than you can afford. Deposit totals by themselves are not a deciding factor in an operator's evaluation of a player's activity. They are certainly something that should be taken into consideration during such an evaluation, but they are not grounds to restrict a player on their own.



User icon
May 29, 2021

Hi Lola968,

I'm following-up on the above?



User icon
June 6, 2021

Hi Lola968,

If we haven't heard from you by Friday the 18th of June I'll assume you no longer need our assistance and close this complaint.



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Lola968 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 20, 2021

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