AmunRa Casino - Запрошенный игроком лимит потерь был применен неправильно.

I played there on May 19th at the casino in question, deposited around € 200 on that day and wanted to withdraw a total of € 900. The first payout from the casino was lightning fast with this payout that said it takes a week after that I set myself a loss limit of € 1. In their rules a change or cancellation would only be possible after 7 days, but on May 21st I was able to gamble away all the money there without restriction. Then I wrote to the casino and they said they didn't know about any active limit although I got all pictures of laws on loss limits automatically sent to my e-mail.

Ich habe am 19.05 dort gespielt im besagten Casino habe dort ca. 200€ eingezahlt an dem Tag und insgesamt 900€ wollte ich auszahlen. Die erste Auszahlung von dem Casino ging blitzschnell bei dieser Auszahlung meinten die es dauert eine Woche darauf habe ich mir ein Verlustlimit von 1€ eingestellt. In deren Regeln stand eine Änderung oder Aufhebung wäre erst nach 7 Tagen möglich dennoch konnte ich am 21.05 das gesamte Geld ohne Beschränkung dort verspielen. Daraufhin habe ich das Casino angeschrieben und die sagten sie wüssten von keinem aktiven Limit obwohl ich sämtliche Bilder von Gesetzen Verlustlimits automatisch an meine E-mail geschickt bekommen habe.

Dear Nicolas,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your problem. I have checked the Responsible Gaming section, and this is what I found https://amunra.com/en/responsible-gaming:

It means that your loss limit has been counted from your deposit, not from your winnings. I have doublechecked this with live chat:

"16:48

Hello! Welcome to our Customer Support Service!

How can I help you?

16:48

hello Christopher

16:50

i was checking responsible gaming section...can you pls explain me loss limits?

if Ill set a loss limit 10 and win 1000 it says I can lose more than 10...how come?

16:53

For example you have set the loss limit for 10 EUR per day.

That means once you lost in total 10 EUR for this day, you won't be able to place more bets

16:54

but it says I can lose more than my loss limit. I dont understand

16:54

Could you please clarify where it's stated?

16:55

qq.JPG

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responsible gaming section

16:56

So yes, basically all is clear here.

As after winning you are going to be profitable.

So the loss limit won't work as it's based on the deposit amount not on the winning.

16:58

so if I deposit 50, set loss limit 10 and win 1000, my loss limit will be counted from 50+1000. So insted of 10 I still can lose 1010...correct?

16:58

From 50 EUR. So yes, you can lose still 1010 EUR.

16:59

I see

Thank you very much Christopher

16:59

Always welcome!

If you have any additional questions, feel free to contact us back in the Live Chat and we will be glad to help you.

16:59

ok :) will do

16:59

Take care! Bye!"

Could you please advise how much exactly was your last active deposit before setting up the loss limit?

Thank you in advance for your reply.

Best regards,

Petronela

Dear Nicolas,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.