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My complaint: Withdrawal repeatedly cancelled despite written confirmation of full verification.

I am a UK based VIP member at Amonbet having been a member for approximately 6-7 weeks. I am filing this formal complaint regarding the repeated cancellation of legitimate withdrawal requests despite receiving explicit written confirmation that my account was fully verified.

The core issue

I received written confirmation from my Amonbet VIP manager which stated:

"I can confirm that everything is fine with your documents; they have been successfully received and verified."

Despite this unambiguous written confirmation, subsequent withdrawal requests were repeatedly cancelled citing ongoing verification requirements. This is a direct and documented contradiction between what Amonbet confirmed in writing and how they subsequently treated my withdrawal requests.

Sequence of events

∙ Joined Amonbet and received VIP membership due to depositing over £2500 approximately 6-7 weeks ago

∙ Made multiple deposits via Apple Pay and credit card

∙ Submitted all requested verification documentation

∙ Received written confirmation from VIP manager that account was fully verified

∙ Submitted withdrawal request — cancelled, further documentation requested

∙ Submitted requested documentation

∙ Withdrawal cancelled again

∙ Pattern repeated multiple times

∙ Eventually paid on previous occasions after significant delays

∙ Most recent withdrawal of £2,000 submitted and cancelled

∙ Submitted HSBC bank statement as subsequently requested

∙ Withdrawal never processed despite full compliance with their requests

Supporting evidence

I have the following evidence available to support this complaint:

∙ Written email from VIP manager explicitly confirming full verification

∙ Subsequent withdrawal cancellation messages directly contradicting that confirmation

∙ Full transaction history showing repeated pattern of cancellations and declines

∙ Screenshot of VIP portal showing deposit prompt despite active VIP membership

∙ Account showing unverified status despite written verification confirmation

∙ All correspondence with VIP manager throughout the process

Additional concerns

Amonbet process payments through obscure third party processors — Apple Pay deposits appear on bank statements as TSHPAI and withdrawals as Kryptonim. These unrecognisable merchant names created unnecessary complications during verification and were never disclosed upfront to players.

As a VIP member my weekly withdrawal limit was £5,000 — a restriction that in my view is deliberately designed to keep funds within the platform rather than allowing players timely access to their own money.

There is no meaningful self exclusion facility available despite this being a basic player protection requirement.

Resolution requested

I am requesting that Casino Guru investigate this complaint and require Amonbet to provide a formal public explanation for the direct contradiction between their written verification confirmation and their subsequent repeated withdrawal cancellations.

Given Casino Guru’s current rating of 2.6 for Amonbet I believe this complaint is consistent with a pattern of behaviour that warrants serious scrutiny.

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Hello

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please specify how many days ago was your withdrawal requested?
• Have you accumulated your winnings with or without an active bonus?

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

Thank you very much in advance for your reply.

Best regards,

Attila