AmunRa Casino – generell diskussion (sida 9)

Thank you for keeping us up to date. I can also see it is now the casinos' turn to join in the complaint and explain the matter clearly.

I hope for a fast response because it has been quite some time for you to be dragged into such unfavorable events.

Dear Radka,

Dear CasinoGuru Team,

I would like to provide a brief update and clarification regarding the current situation.

This is now the 7th round of KYC-related verification requested by the casino in relation to the same withdrawal. The withdrawal has been pending for 43 days as of today.

Each verification step on the casino’s side has taken between 4 and 9 days, despite all requested documents being submitted by me promptly.

Importantly, Martin* has already reviewed the December bank statement in original PDF format, which the casino is currently requesting again, and confirmed that there are no issues preventing its use for verification purposes.

At this point, the repeated requests for the same documentation, combined with long internal review times, appear disproportionate and are causing further delay without clear justification.

I am mad, am tired, but I am fully cooperative and remain available for any clarification, however I kindly ask for your guidance on how to proceed, as all requested documents have already been provided multiple times.

Kind regards

Hello.

I can't even imagine how demanding such a situation must be for you. Just to be clear, I did not review the bank statement; the mediator did. I see the casino representative has somehow responded to Martin's question, but I can't see the details.

Hopefully it will end soon.

The casino responded today by quoting general T&C clauses without addressing the concrete issues raised (7 KYC rounds, repeated document rejections, mediator-reviewed December PDF). The verification remains unresolved after 44 days.

I spot that this is a copy of a post from the complaint thread and both you and Martin have progressed further, so I'll leave that, since it is outdated, I reckon.

Update:

The casino has now initiated a 7th KYC round, requesting additional data related to BLIK transactions and a second bank account, despite multiple bank statements already being provided and reviewed.

The withdrawal was requested on 20 December 2025 and remains unpaid as of today (over 45 days).

All requests are being fulfilled; however, verification requirements continue to be expanded instead of concluded. I am awaiting the casino’s response following the ADR deadline.

Just an hour or so ago, Martin specifically asked the casino representative to explain the following:

"What is the reason for further verification requests? Are there any concrete issues which need to be addressed?"

Update for other players:

As of today, 53 calendar days have passed since I requested my withdrawal on 20 December 2025, and I still have not received the funds.

During this time, I have undergone seven separate KYC verification rounds, providing all requested documents promptly each time.

The case is currently under mediation, but the withdrawal remains unpaid.

I am sharing this purely as factual information for transparency.

Jag har väntat i två månader på mitt uttag. De har avbrutit det igen, och jag har aldrig haft problem med att göra insättningar. De säger att jag måste skicka ett foto på kortet med utgångsdatumet, men problemet är att jag inte har något sätt att göra det. Av säkerhetsskäl ger min bank mig inte tillgång till något dokument som visar utgångsdatumet, bara ett ägarintyg. Jag har nämnt detta flera gånger, och de säger att de redan har informerat avdelningen så att de inte avvisar det, men de fortsätter att avvisa dokumentet.

Does it mean that you don't have a physical card, right?

I believe that if you are unable to deal with this situation on your own, our complaint team could try to help.

What do you say?

Here is the link where you can submit a complaint, if you wish, so we can intervene.

Hej, jag skickade in en uttagsbegäran på Amunra.com för 11 dagar sedan, och överföringen har fortfarande inte gått igenom. Supporten säger varje dag att uttaget är försenat. Jag har aldrig behövt vänta så länge på en utbetalning förut. Jag har redan skickat in ett klagomål via e-post, men har inte fått något svar än.

Snälla hjälp mig..

It really has been a long time.

Is your account already verified there?

If you need help from our complaint team, please follow this link, where you can submit your complaint, and we will do everything possible to resolve the issue.

Hej Romi, tack för ditt svar, men jag fick betalningen igår kväll. Tack så mycket för din möda.

Kan man uttala sig om Amunra här?

Jag har haft ett vinnande spel i 4,5 dagar nu, men det har inte betalats ut. Ingen svarar på mina mejl, och livechatten bara sätter igång.

Hi. Feel free to vent here, but could you describe your situation in a bit more detail?

You mentioned that you’re waiting for your winning bet to be paid out, right? From what you’re saying, I assume this was a sports bet.

It would definitely be helpful if the casino could explain why it’s taking so long, because four and a half days already sounds like quite a while. And since you posted this two days ago, I assume you’ve now been waiting even longer.

I can see that you already tried contacting live chat. What exactly did they tell you about the delay? Did they give you any specific reason why the winning bet still hasn’t been settled or paid?

Hej,

Ingenting har aktiverats ännu. Om ungefär 3 timmar har det gått exakt 7 dagar sedan vadet placerades.

I livechatten säger de ibland att det är problem med tredjepartsleverantören, sedan är det förmodligen ett "bonus"-problem.

Det finns ingen bonus alls. Allt detta är väldigt irriterande.

Yes, I could understand it if the delay was caused by a third-party payment provider.

But if they then give you a completely different explanation and start talking about a bonus that, according to you, you never even claimed or used, that raises another question entirely.

We generally give casinos up to 14 days to resolve withdrawal issues and send the player their money, so that’s something I’d keep in mind as well.

There is still one important thing you haven’t answered, though: does your situation involve sports betting? Were the winnings you’re trying to withdraw connected to sports bets?

Ja, det är ett sportspel. Jag fick också feedback igår:

Vi ber uppriktigt om ursäkt för eventuella besvär som din begäran orsakat.

Såvitt vi kan se har den redan vidarebefordrats till det ansvariga teamet, som för närvarande granskar den noggrant. Du kommer att få feedback via e-post så snart granskningen är klar.

Tack för ditt tålamod och din förståelse – vi uppskattar dig som kund.

If the casino is already reviewing the situation, then I’d probably give them a little more time and see whether they come back to you with something concrete.

If nothing changes after that, then making a complaint elsewhere would make sense. Since you mentioned that this is related to sports betting, it unfortunately wouldn’t be something our complaint team could handle, as we don’t specialize in that area.

If you want, I can share some links to services that do deal with sports-betting complaints. So feel free to come back with an update once you have one, and if nothing changes, I can at least try to point you in the right direction.

Ja, länkar till klagomålskontor vore bra.

Jag menar, det handlar inte ens om en utbetalning, bara om att utlösa det individuella spelet. Och nu har det redan gått 9 arbetsdagar. Det är löjligt.