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Amunra Casino - My account got closed with money on it

Ruling

Resolved - Amunra Casino has 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

I requested a ticket on MGA, and they adviced me to contact you.

I was trying withdraw money from my account.

I withdrawed 2000€ from my 3084,50€ saldo.

After my 5th withdraw of 500€ (which is their maximum withdraw amount), during the 5th process they closed account.

There is still in my account 1084.50€, and I can’t log in because my account has been deleted.

Read the casino review

11 Responses

User icon
thepogg
May 31, 2022

Hi bemari1 - welcome back!

Please ensure you have read our Complaint Guidance to ensure that you 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.

What reason has the operator given you for non-payment?

Thanks,

ThePOGG

User icon
bemari1
June 3, 2022

Amunra closed my account without any information. I tried to contact them several times via email, which they never replied. Email is the only possible way to contact them and as I could not reach them, I’m trying to resolve this through your services.

User icon
thepogg
June 4, 2022

Hi bemari1,

What did the last communication you received from the operator say?

Thanks,

ThePOGG

User icon
thepogg
June 11, 2022

Hi bemari1,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
bemari1
June 12, 2022

What do you mean with communication? I haven’t talked with amunra, because they are not answering to my emails.

Only communication what i have got with them is their automatic email responses.

User icon
thepogg
June 12, 2022

Hi bemari1,

Have you tried contacting the operator via Live Chat?

Thanks,

ThePOGG

User icon
bemari1
June 13, 2022

Yes, but talking with live chat is impossible because if you want to live chat you have to log in to your account, and my account is deleted/disabled..

User icon
thepogg
June 25, 2022

Hi bemari1,

The operator has informed us that your payment has been processed. We would appreciate it if you could confirm when you receive your funds.

Thanks,

ThePOGG

User icon
thepogg
July 1, 2022

Hi bemari1,

Have you received your funds?

Thanks,

ThePOGG

User icon
thepogg
July 9, 2022

Hi bemari1,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
July 16, 2022

Hi bemari1,

If we haven't heard from you by Friday the 29th of July I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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bemari1 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:

May 30, 2022

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