AmunRa Casino - Pelaajan ostama bonus ei ole käytettävissä ja sitä ei palauteta.

On 08.04.2024 I bought a 420 euros bonus buy on Gates of Olympus 1000. The game lagged and when I returned the money have gone but I never got to play the bonus.

I messaged AmunRa Casino via live chat immediately, telling the about the problem and providing them with the data they requested of the transaction (BET ID, time/date etc).

They told me that the relevant team is investigating and they will answer me via e-mail. Many days passed and they never answered me. I messaged them again via live chat, and they tell me that the issue is being investigated.

When I tell them that I've never recieved an e-mail, even acknowledging the problem, they close my chat and I can't talk to them anymore. When I am trying to message them again, it's another bot/human and they say the same things.

I literally spent 420 euros on a bonus buy, they took my money and never played the bonus. They don't refund me or give me the PAID bonus.

I have proof for all of that. I've sent them 5 e-mails in total, never got an answer. I've messaged them over 10 times, they say the same things. 20 days have passed now and I never got my money back, not even an e-mail about the stage of the "investigation".

Dear grpapamichael,

Thank you very much for submitting your complaint. I'm sorry to hear about the troubling experience you've had with AmunRa Casino regarding the bonus buy on Gates of Olympus.

To better understand the situation and assist you effectively, could you please provide us with some additional information? Specifically, we'd like to know:

• Can you confirm the date and time when you purchased the 420 euros bonus buy on Gates of Olympus?
• Did you receive any acknowledgment or communication from AmunRa Casino regarding the issue after you messaged them via live chat and provided the requested transaction data?
• Could you please forward any emails you've sent to AmunRa Casino regarding this issue to petronela.k@casino.guru for our reference?

Your cooperation in providing these details, along with any proof you have, will greatly aid our investigation and efforts to find a resolution.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Good Evening,

the date was 08.04.2024, time 10:33, my balance before the bonus buy was 974.07 euros.

I immediately reported the incident as you will see from the e-mails I am forwarding to you as you told me.

I also immediately spoke to him via live chat but they kept telling me the same thing no matter what day I sent them. They asked me from the beginning about the incident, while I had already given the necessary information in a previous communication and I was told that it is being examined by the relevant department and I will receive an e-mail.

20 days have passed, I have sent a total of 6 e-mails and have not received a single response regarding my request. In other words, 420 euros have been stolen from me and no one is taking care of it.

Καλησπέρα,

η ημερομηνία ήταν 08.04.2024, ώρα 10:33, το balance μου πριν από το bonus buy ήταν 974,07 ευρώ.

Αμέσως ειδοποίησα για το περιστατικό όπως θα δείτε από τα e-mail που σας προωθώ όπως μου είπατε.

Επίσης αμέσως μίλησα μαζί του μέσω live chat αλλά μου λέγανε συνεχώς τα ίδια, όποια μέρα και αν τους έστελνα. Με ρωτούσαν από την αρχή για το περιστατικό, ενώ είχα ήδη δώσει τα απαραίτητα στοιχεία σε προηγούμενη επικοινωνία και μου λέγαν ότι εξετάζεται από το αρμόδιο τμήμα και θα λάβω e-mail.

20 μέρες πέρασαν, έχω στείλει συνολικά 6 e-mails και δεν έχω λάβει ούτε μία απάντηση σχετικά με το αίτημα μου. Μου έχουν δηλαδή κανονικά κλέψει 420 ευρώ και δεν ασχολείται κανείς.

Thank you very much, grpapamichael, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Please help me, the casino does not respond to any of my emails and the live chat gives advance responses

Παρακαλώ βοηθήστε με, το καζίνο δεν απαντάει σε κανένα μειλ μου και το live chat δίνει προκάτ απαντήσεις

Hello grpapamichael,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear AmunRa Casino,

Could you possibly provide additional information regarding the issue with the bonus and clarify the situation?

Thank you in advance.

Respectfully,

Michal

They will never answer. I have sent dozens of e-mails. I wonder how illegal businesses like this are allowed and advertised and they normally take players' money. Sad

Δεν θα απαντήσουν ποτέ. Έχω στείλει δεκάδες e-mail. Απορώ πως επιτρέπεται και διαφημίζονται παράνομες επιχειρήσεις όπως αυτή και παίρνουν κανονικότατα τα χρήματα των παικτών. Θλιβερό

Dear Customer,

Thank you for reaching out.

We would like to inform you that the round in question was forwarded to be checked with priority. We will get back to you as soon as there is an update. Thank you for your patience.

Best regards,

AmunRa.com

They are never going to notify. I have been told the exact same thing since 08/04/2024. They are never going to send a reply. It's been a month and they haven't bothered at all. They sent me exactly the same message a month ago and they haven't even sent an update since then, that's why I filed the complaint.

They just say "we will notify you" and in the end they do nothing. It is unacceptable, illegal and a sad casino.

Δεν πρόκειται να ειδοποιήσουν ποτέ. Μου έχουν πει ακριβώς το ίδιο πράγμα από τις 08/04/2024. Δεν πρόκεται να αποστείλουν ποτέ απάντηση. Έχει περάσει ένας μήνας και δεν έχουν ασχοληθεί ούτε στο ελάχιστο. Ακριβώς το ίδιο μήνυμα μου είχαν στείλει πριν ένα μήνα και δεν έστειλαν ούτε ενημέρωση από τότε, για αυτό τον λόγο έκανα και την καταγγελία.

Απλώς λένε "θα σας ειδοποιήσουμε" και εν τέλει δεν κάνουν τ΄ίποτα. Είναι απαράδεκτο, παράνομο και θλιβερό καζινο.

Dear AmunRa Casino,

Thank you for the answer. We will be waiting for an update.

I repeat that the casino is not going to answer. I have been waiting for a corresponding update for over a month. What he is doing is simply to get rid of the complaints by saying that he is looking into the case. He does exactly the same via live chat.

If they were in the mood to help, they would have informed me with an email that I have sent them since 08.04.2024. Since then I have been told that the case is being examined by the relevant department.

When I asked them again 6 days ago via live chat, they told me that they are referring the case to the relevant department to examine it.

They won't bother, they have basically stolen 420 euros from my account and no one bothers. How is this possible?

Ξαναλέω ότι δεν πρόκειται να απαντήσει το καζίνο. Περιμένω αντίστοιχη ενημέρωση πάνω από ένα μήνα. Αυτό που κάνει είναι απλά για να ξεφορτώνεται τα παράπονα λέγοντας ότι εξετάζει την υπόθεση. Ακριβώς το ίδιο κάνει μέσω live chat.

Αν είχαν την διάθεση να βοηθήσουν θα με είχαν ενημερώσει με ένα email που τους έχω στείλει από τις 08.04.2024. Από τότε μου λέγανε ότι εξετάζεται η υπόθεση από το αρμόδιο τμήμα.

Οταν πριν 6 μέρες τους ξαναρώτησα μέσω live chat, μου είπαν ότι παραπέμπουν την υπόθεση στο αρμόδιο τμήμα να την εξετάσει.

Δεν θα ασχοληθούν, έχουν ουσιαστικά κλέψει 420 ευρώ από τον λογαριασμό μου και δεν ασχολείται κανεις. Πως είναι δυνατόν να συμβαίνει αυτό;