Amonbet Casino - Zahtev igrača za zatvaranje naloga se ignoriše.

I sent Amonbet repeated emails starting on the 22nd April stating there were no cool off periods or deposit limit tools available on their website ( I believe cool off periods and deposit limits are a legal requirement safety tool and Amonbet are flagrantly disregarding this ) and I required my account to be closed. I even contacted my VIP account manager ( Isabella ) who was supposed to respond to any matters or concerns in a separate email imploring my account to be closed. I received not one reply to any of my emails from either Support or my VIP manager. I have copies of all the emails sent and am claiming all losses received during this period of non response. I have noticed other complaints on here regarding non response to account closure requests. If I do not receive a satisfactory resolution to this then I want Amonbet referred to gambling commission.

Dear Richyg,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you have faced with your account at Amonbet.

To better understand your situation and assist you effectively, could you please provide answers to the following questions?

• What specific details can you provide about your communication attempts with Amonbet since April 22nd?
• Have you received any automated responses or acknowledgments from Amonbet regarding your closure request?
• Can you confirm if you have tried using any alternative communication methods, such as live chat?
• Can you provide the dates and content of the emails you sent to both Support and your VIP manager?

You can forward any relevant communication to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution. It’s crucial for us to have all relevant information to proceed with your case effectively.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi Petronela,

I have responded with several emails that were sent to Amonbet including my VIP manager. I believe they deliberately do not acknowledge emails asking for accounts to be closed as acknowledgement would implicate them. I believe the lack of deposit limit tools and cool off periods is breaking both UK and EU gambling regulations. I’m sure Amonbet will deny receiving these emails. It’s the completely limitless deposits and no cool off periods that are of serious concern to me and these should be available and searched every part of their website regarding this and most of it is regarding minors. There is nothing on the website enabling you to take a break or limit deposits whatsoever which is why I asked my account to be closed with immediate effect. Thanks

Hi,

Thank you for your message and for providing information regarding your communication with Amonbet.

To ensure we understand the timeline of your requests correctly, could you please confirm the following sequence of events?

Timeline of Events Based on Your Statements:

• 21 April 2025 – You received an introductory email from VIP manager Isabella.
• 22 April 2025 – You sent an email to vip@amonbet.com requesting your account be closed due to the lack of a deposit limit option or the ability to take a break.
• 28 April 2025 – You sent another follow-up email to the same address, again requesting account closure, with no mention of a gambling issue.
• 7 May 2025 – You wrote once more to vip@amonbet.com, stating that you had requested your account closure multiple times because no deposit limit or cool-off tools were available on the website.

• Please confirm whether this timeline is accurate or if anything needs to be corrected.
• Additionally, we would like to point out that according to the information available on AmonBet’s official website (see FAQ here), account closures or self-exclusion requests must be directed to a different contact:

"Just contact them directly through Intercom Chat or send an email to support@amonbet.com."

Unfortunately, all your requests were sent to vip@amonbet.com, which may not be the appropriate channel for processing account closures or responsible gambling measures.

Let us know if you can confirm the above, and feel free to share any further communication you may have had.

Hi Petronela, I sent the first two emails to support, I was then advised by Chat with any queries to be answered by VIP. Can you contact Amonbet to check if support emails were first received by them ? Because frankly I don’t believe them ( they will also deny that emails were received, why can’t this be checked ? I have provided the emails sent to them, why are there no support tools on their website ( Deposit limits and cool off breaks ) ? This is fundamental not just for me but for any player. I want to know why this is not provided and because of this Amonbet are in breach of gambling regulations . Why if you have a VIP manager would you not contact them directly ? Timelines are two emails sent 22nd April then 7th May to my VIP manager and then again 8th May. I think that Amonbet are operating illegally through multiple European ( mostly Eastern ) countries as when I looked at my bank statement the payments are being taken from operations all over Europe. Have Amonbet provided any response to the emails I have sent you ? Many thanks Richard G***

Hi Petronela I sent another email to Amon support yesterday morning ( bcc’d yourself in ) I have received no acknowledgment of the email and no response and neither do I expect a response, Amon bet will simply ignore it the same as all the other emails I sent. I will send Amon another email today and if I receive no reply I want this escalated and reported to the gambling commission and Amon should be contacted that unless they respond and offer a settlement for losses between the 21st April and 29th May and that they add safer gambling tools to their website then there license could be revoked.

Thanks Richard G***

Hi,

We completely understand your frustration. It’s disappointing that, despite your multiple emails—both to the official support address and your VIP manager—your requests to close the account have not been properly addressed.

In addition to the timeline we previously outlined, we’ve now included these recent events:

• 29 May 2025 – You sent an email to support@amonbet.com requesting your account be closed as of 31 May, ideally permanently. There was still no mention of a gambling problem.
• 30 May 2025 – A follow-up email was sent to the same address, again without reference to a gambling issue.
• 30 May 2025 – You received a promotional email from vip@amonbet.com.
• To date – No formal reply has been received from Amonbet.

We will now reach out to Amonbet—both to verify whether your emails were received and to insist on the immediate and permanent closure of your account, as you originally requested.

However, please be aware that since none of your communications explicitly mentioned a gambling problem or requested a self-exclusion for this reason, it will be very difficult to pursue a refund for losses incurred during this period. Refunds based on responsible gambling concerns typically require clear documentation of such an issue.

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 your issue is resolved to your satisfaction in the near future.

Thanks Petronela. The fact that I was extremely concerned that there were no cool off periods or deposit limit Tools available on Amonbet were a huge signal that I had a compulsive gambling issue. The fact that these Tools were not available and the reason I was imploring my account to be closed was because I had no control over how much I was depositing and how much I was losing or without any time scales or chance to cool off and this should have been a legal requirement provided by Amonbet. They deliberately ignored all my emails because they realised I had a gambling problem and it was to their benefit and my Financial detriment that these Tools were not provided. If Michal can take my case forward then I would be grateful and if Amonbet can offer some compromise on the £4 or £5K loss over a short period of time then that would be some start. Because by not giving players any way of limiting deposits or allowing cool off periods they are deliberately and actively encouraging gambling addiction. I hope this can be put to them and because they never replied to a single email imploring account closure, they will do the decent thing and if they do not then I believe they should have their gambling license revoked for being unsafe and not providing the legal requirement gambling protection tools. Many thanks Richard Gray

Hello Richyg,

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 Amonbet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Thanks Michal. I sent many emails to support and my VIP manager imploring my account to be closed because of no safe gambling tools ( like cool off periods and deposit limits ) I also unsubscribed from their promotional emails but to no avail and I still received these and not a single response requesting my account to be closed. I have further emails requesting account closure. I would also like to add that although I did not convey gambling issues to Amon this should have been apparent with my large deposits and losses over a period of 3 weeks between 23rd April and 15th May where I was particularly vulnerable with several deceased anniversaries of very close members of my family. I feel that this is private but if I had the safety tool limits available to me on the Amon website I would have used these & not have been so exposed to the extreme vulnerability issues I have with gambling during times of stress and depression. I hope this explains the matter in a better way. Thanks Richard

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thanks Michal. They won’t respond ( they never once did with me unless there was a new way off depositing and losing ) they should have their gambling license revoked which I will be pursuing down further avenues when no response is received after the next extended 7 days.

Dear Richyg,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal V