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Amunra - withdrawals not processed

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

 

Withdrawals not being processed, timelines not transparent, account verification needs not transparent. Internet full of complaints regarding slow and difficult withdrawals. Amunra increases risk of problem gambling for me since I question if I ever receive my funds. Therefore, consider just playing everything. Please help me to get my funds.

 

Read the casino review

7 Responses

ThePOGG
March 6, 2021

Hi kholli - welcome to ThePOGG.com!

Please ensure you have read our Complaint Guidance to ensure that fully understand how our complaint management process functions.

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.

When did you submit your withdrawal request? If you are concerned about your ability to control your play you can request a self-exclusion to prevent you accessing gaming while your withdrawal is pending.

Thanks,

ThePOGG

kholli
March 8, 2021

The latest withdrawals I submitted March 3. I received inconsistent information on customer service chat, some saying it takes max 3 days, some saying that payments will be processed March 9, some saying that Amunra has the right to schedule payments and didn't specify any time.

They only allow 3 active WD requests at max amount 1000 EUR each. If they pay 1000 EUR a week, it takes 3 months to get my funds.

Previously I made 2 withdrawals the same day, one for 500 eur and another for 1000 eur. The smaller amount was paid but the bigger wasn't. That's when I became worried of this casino.

kholli
March 8, 2021

Now chat gave me my "individual schedule" for the first 3 withdrawals: 9th, 11th, 15th of March.

I was told that individual schedule is based on "relevant factors" but it wasn't specified what these are. The agent also send me the clause of identity verification, but then he said it wasn't a request to verify identity. I have sent the transcripts to your email.

They say that withdrawals take usually up to 3 days, but for me from 3th til 15th for the third withdrawal. And I have to make 12 of them to completely withdraw my funds. They couldn't estimate how long it takes til the funds are completely withdrawn.

kholli
March 17, 2021

Amunra isn't complete BS since they paid the first 3 withdrawals as promised once I fought for the schedule.

Now, I have 9 withdrawals left, and 3 pending WDs for 1000 eur as that is the maximum simultaneously.

Asked for the schedule again and got it for only one payment. Will be paid 19 March, 10 days after I made the request.

For the 2 other pending WDs I didnt get any estimation.

ThePOGG
April 18, 2021

Hi kholli,

Have you received the rest of your funds?

Thanks,

ThePOGG

kholli
April 19, 2021

Yes, received the funds completely, finally. Thanks.

ThePOGG
April 25, 2021

Hi kholli,

Thanks for letting us know - it is appreciated :)

ThePOGG

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Agreement

kholli 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 6, 2021

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.