Amonbet Casino - Акаунтът на играча остава отблокиран въпреки заявките за самоизключване.

Since I'm gambling addicted and asked many times the casino to block my account, and, since they won't, I keep gambling, I asked for a legal refund since they're operating in the Netherlands without a proper license.

So I'd like to know if it's work proceeding in legal ways or should I just keep filing complaints. I already asked the KSA and reported them to the authority for their lack of attention.

I'm happy to pay back 15% for all the amount lost to anyone who'd be able to help me out solving this issue.

Both support and also the VIP manager won't reply to no email.

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Dear Pas99,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation you’re facing and the difficulties you’ve had with the casino’s support and responsible gambling measures.

Thank you for explaining your concerns in detail. To help us better understand the case and determine whether we can proceed with it, I would like to ask you a few clarifying questions:

• When exactly did you first request self-exclusion or account closure, and through which channels (email, live chat, account settings)?
• Did the casino ever acknowledge or confirm your self-exclusion request in writing, even if it was not properly enforced?
• You mentioned that the casino is operating in the Netherlands without a proper license. Could you please clarify why you are requesting a Netherlands-based license review, given that our records indicate you are located in India?

Your cooperation in providing these details will help us investigate and work towards a resolution. Clear information about the self-exclusion requests, timelines, jurisdiction, and communication with both the casino and regulators is essential for us to assess whether this case falls within the scope of our Complaints Resolution Center and how we may proceed.

Please note that we cannot accept or facilitate any form of compensation or reward for assistance. However, if you have any relevant communication with the casino, such as emails or chat transcripts, you are welcome to forward them to [email protected] for review.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi dear Petronela, I did send you a private email, please when you have the chance could you take a look at it ? Thanks for you attention

Hi Pas99,

Thank you for your message and for sharing part of your communication with the casino.

I would like to clarify two important points before we are able to decide whether this complaint can proceed any further:

1️⃣ Proof of a Responsible Gambling / Addiction Request

So far, I have not received any communication or evidence showing that you informed the casino that you are experiencing gambling addiction or that you requested account closure or self-exclusion specifically for responsible gambling reasons.

If such a request was made, please forward the exact message or screenshot where this was stated. Without this proof, we cannot request a refund based on Responsible Gambling grounds.

You can forward any evidence to: [email protected]

2️⃣ Licensing and Legal Claims

I understand your concerns regarding the casino allegedly operating in the Netherlands without a license. However, please note that we do not handle disputes based on licensing or regulatory legality. These matters fall under the jurisdiction of national authorities, such as the Kansspelautoriteit (KSA), and cannot be mediated through Casino Guru’s Complaint Resolution Center.

To move forward, please provide:

• Any message where you told the casino you are gambling addicted or need your account closed for that reason

If this has not been stated yet, please let us know as well — it will change how we assess the case.

Thank you in advance for your reply.

Hi dear Petronela,

I sent you new emails, please whenever you have the chance feel free to take a look at it 🙂

I hope you had a good Christmas, have a nice day !

Hi Pas99,

Thank you very much for your message, and I hope you also had a pleasant Christmas. I’m sorry to hear that this situation is ongoing, and thank you for forwarding additional emails.

After reviewing the communication you sent, I would like to clarify two things:

1. The only mention of gambling problems that I was able to find so far was in a live chat message, but I could not determine the exact date from the screenshot you forwarded. At this moment, I still do not have any clear proof showing when you first informed the casino about addiction or requested account closure for responsible gambling reasons.

• Could you please clarify when exactly (date and time, if possible) you first told the casino that you are struggling with gambling addiction and need your account closed or blocked?
• If you have any email or chat transcript that clearly shows this request, please forward it to [email protected], or upload it here in the complaint thread.

Please note again: We cannot proceed with the case based on the casino’s licensing status, or the lack of a license in the Netherlands. Licensing matters fall outside the scope of our Complaints Resolution Center, and we cannot request refunds or compensation on this basis.

Once we receive evidence showing when and how the addiction/self-exclusion request was made, we will be able to assess the case further.

Thank you in advance for your reply.

Dear Pas99,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi dear Petronela, I sent you one more screenshot

The date is 18/12/25

Thank you so much for your help

PS

I write from Netherlands I don't know why it appears India

Hi Pas99,

Thank you for your message and for sending the additional screenshot.

I have reviewed the material carefully. However, I need to clarify an important point very clearly and transparently.

Why we still cannot proceed with a refund request:

Even in the screenshot dated 18/12/2025, there is no explicit mention of a gambling problem, gambling addiction, or a clear responsible-gambling/self-exclusion request. The communication shown refers to dissatisfaction and account-related issues, but it does not activate the casino’s responsible gambling obligations. Without this, we cannot request a refund of losses, even if the situation feels unfair or distressing.

About licensing and legal action:

I also want to reiterate that:

• Licensing issues (Netherlands / KSA) and legal claims are outside the scope of our Complaint Resolution Center.
• You are absolutely free to pursue this with the KSA or legal counsel, but Casino Guru cannot mediate refunds based on licensing legality.

What you should do right now (very important):

To protect yourself going forward and avoid further losses, I strongly recommend that you send a proper self-exclusion request immediately, using clear wording, from the email address registered with the casino.

You can copy and paste the following template:

Subject: Request for permanent self-exclusion

I have a gambling addiction and I request immediate and permanent self-exclusion.

Please block my account so that I cannot log in, deposit, or play, and ensure that it cannot be reopened under any circumstances.

Please confirm this in writing.

This wording:

• clearly states gambling addiction,
• activates responsible gambling obligations,
• removes ambiguity about account closure.

Final note:

I understand how frustrating and emotionally difficult this situation is, and I’m truly sorry that you’re going through this. However, based on the evidence provided so far, we are not able to pursue a refund for past losses through our Complaint Resolution Center.

If you send the self-exclusion request as outlined above and receive a response from the casino, feel free to update us.

Thank you for your cooperation, and please take care.

Dear Pas99,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru