Amonbet Casino - Nalog igrača je zatvoren, ali je povraćaj novca odložen.

Hi,

after chasing the casino myself as per my last complaint i asked them to close my account as i had a gambling issue and they told me to email them instead cause they cant close it via live chat - this means it wasnt actioned right away and i was able to deposit so much more over £1300 more and a number of ignored complaints in regards to this with them, they finally responded on the 11/03 to say my account had been terminated and they were initiating a refund of all my deposits as per my request. ( this is every deposit ever made )

However since that email they have ignored every email from me confirming my details or requesting to pursue the refund.

i am extremely unhappy that they have led me to believe i was getting a refund,

i sent over all my bank details to them and they have ignored me.

no refund issued,

no clarity

i had one or two replies from the VIP manager mid week, and then ignored every email since.

can you help me with this at all?

Dear Ldiamond23,

Thank you very much for submitting your complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation:

1. Could you please specify when exactly the casino informed you that your refund had been processed?
2. When exactly were you asked to provide your personal details for issuing the refund, and which details did you provide?
3. If you have any additional emails or chat transcripts regarding your refund request, could you kindly forward them to me at veronika.f@casino.guru or share screenshots here?

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,

Veronika

Hi,

i have sent all screenshots via email as I am unable to add here

Could you please specify when exactly the casino informed you that your refund had been processed? They asked for details 11/03 and then on 13/03 said it was processed and that i should check it.. all a big lie and then stopped replying to me..

When exactly were you asked to provide your personal details for issuing the refund, and which details did you provide? 11/03. I provided all details for them to make payment

full name

address

iban

swift

email

bank name

bank address

Thank you for your email.

The casino mentioned that they issued a refund; however, it is unclear how much of the money you deposited they promised to return to you. Since we still have not received your self-exclusion request, we are unable to confirm whether the 300 GBP refund amount is accurate or too low.

Additionally, the casino stated that this refund was issued due to a "bank fraud claim." Could you please clarify if you requested a chargeback with your bank?

I haven’t received £300.00 from them, neither have I raised a charge back.. i havent received a penny from them.

Dear Ldiamond23,

Thank you for your continued cooperation.

After reviewing the details provided, it appears that there is insufficient evidence to support that the refund was promised due to your gambling addiction and the failure to protect you as a vulnerable player following your request for self-exclusion. Furthermore, the casino has not specified that the refund was related to your gambling issue; instead, they mentioned a "chargeback claim" as the reason for refunding your deposit.

Unfortunately, without adequate documentation or clarification on the matter, we are unable to pursue the issue further. Therefore, this complaint will be rejected at this time.

We understand this may be disappointing, but please know that we are unable to assist players in receiving refunds without sufficient evidence.

Thank you for your understanding.

Best regards,

Veronika

Casino.Guru Team

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.