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Playamo Casino - Did not refund original deposit

RESOLVED
Complaint Info
Disputed casino Playamo Casino
Reason Casino terms violation
Amount $ 200
gun3park Canada
Posted on May 29, 2020

Hi all,
I played on Playamo a week ago, I used my girlfriend debit card to deposit funds (200CAD) and won money(100CAD).
I tried to withdraw money but it was rejected due to third party payment.
I realized the third party payment is violation, so I explained everything to customer service agent and I asked to refund original deposit money according to their terms and condition.

on the terms and conditions it states:

""PlayAmo does not accept third party payments. You must make deposits only from a bank account, VISA/MasterCard bank cards, payment systems Skrill/NETELLER or other payment methods registered in your own name. If we determine during the security checks that you have violated this condition, then your winnings will be confiscated and the original deposit will be returned to the owner of the payment account; PlayAmo also is not responsible for the lost funds deposited from third party accounts.


the customer service agent (Angela) just repeat " upload official bank documents to proof your payment" .
( She hasn't tried to understand what I'm asking for help, she just said to prove my card only.)
I already uploaded my bank document when I sign up my account, and I didn't get any help to refund my original deposit money.
so, I just uploaded my girlfriend card's official bank document, too.

Next day, I asked other customer service agent, and that agent said "try to withdraw, and our financial support team will check it"
So, I tried to withdraw money, and waited almost 16 hours on pending.

Finally, some emails with them, they keep refusing to provide the money back to the card holder.
They also considered fraud, and closed my account.

I can't contact anymore, because my account was closed.

I don't understand their customer service, and why my account was closed due to fraud.
Even if it is fraud, they must refund original deposit money first, and then close my account. They just get money, and solve this problem through close my account.
( I explained everything to customer service, and uploaded my girlfriend card's official bank documents include picture of front, back side of card.
Even If it is fraud, how can I uploaded that documents?)

I attached few screenshots.
Is there anything that can be done about this? Any help is greatly appreciated.

Posted on May 29, 2020

Hello,

The account holder needs to contact his bank in order to return the deposits.
The casino will return the deposits to the account holder, however, by the request from the bank.

Thank you.

Kind regards,
Playamo.

gun3park Canada
Posted on May 29, 2020

Your answer is incorrect and also not fair.

On the playamo terms and conditions,
"If we determine during the security checks that you have violated this condition,
then your winnings will be confiscated and *the original deposit will be
returned* to the owner of the payment account;"
that indicate you guys must returned original deposit money.

In that sentence, there is nothing to cooperate with the bank,
and you guys didn't indicate any process of refund at your page.
So, this issue and bank are totally unrelated.

So, I think meaning to cooperate with banks is your nonsense to avoid refunds.

Also, the bank will probably say "The merchant does refund your money”
What could the bank possibly do?

Posted on June 1, 2020

Dear @GUN3PARK,

Please bear in mind that the casino cannot perform a cashout to a third-party account due to AML policy.
In this case, the deposit will be refunded, but the account holder need to cooperate with the bank.

The initial deposit will be returned, but only with the bank cooperation, because:
1) We cannot discuss a third party payment accounts on the forum,
2) We need to stick to the AML policy.

To return a third party deposit, the cardholder need to contact the bank.

Kind regards,
Playamo.

AskGamblers
Posted on June 4, 2020

Dear @gun3park,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

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