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Playamo Casino - Giving me very hard time for my account verification

Complaint Info
Disputed casino Playamo Casino
Reason Verification issues
Amount $ 400
Posted on November 11, 2019

Hello everyone,

Playamo casino team giving me very hard time for account verification and they declined my withdraw requests many times.Last week I had deposited $25 and received welcome bonus.I had now managed to cash out $400 after complete wagering requirements.So,I made withdraw request last week for first time.Later on they requested general NYC documents.So,I had uploaded my national ID card's picture,bank statement and others screenshots from neteller.But they approved all docs except my national ID card's picture.I had explained them that all other direx nv casinos happily accepted my ID without further argument but they didn't care of my explanation and asked driver's license or passport.So to meet their requirements I had uploaded one picture of my passport and requested withdraw.To let you know every documents I had uploaded are very clear to read and very easy to understand.But surprisingly they declined my withdraw request and asked me to upload same passport again which finally let me feel very frustrated.I had then uploaded same picture from my passport but after request withdraw they declining now without any valid reason.I had emailed to a VIP manager about this issue 24 hours ago but hot no reply.I am now very frustrated,sick and couldn't celebrate my 39th birthday just left 2 days ago.Could you manage to help me to resolve this issue please?Thank you.

Posted on November 11, 2019

Dear @TOHA7,

Please bear in mind that the verification is mandatory, and the player has to submit documents accordingly to the terms of the casino.
It needs to be in Latin or Cyrillic alphabet, and all details pf the document need to be clearly seen.
In your case, your IDs were rejected and you were notified about it via email.
Please upload documents, that are clearly visible and follow further instructions.
Thank you for your cooperation.

Best regards,

Posted on November 13, 2019

Thank you for your reply on forum.
As you stated my I'd was rejected because that's have no expiry date on it.There after I had uploaded a picture of my international passport where all details are clearly visible.But you again asking me to send another picture of my passport which I am unable to send at this moment because I lost my passport last month. I also informed these incidents to casino VIP manager Elly who is very good indeed,helpful and professional.I believe the picture of my passport which I have uploaded is enough to complete my verification where you got also my id as supporting document.

Posted on November 13, 2019

Dear @TOHA7,

The picture of your passport was rejected because not all details are visible, due to that the Security Department is unable to accept it.
As we can see, there are no alternative pictures uploaded.
We can make an exception and give you more time to upload a valid document, so you can receive a new document to replace the lost one and upload it when the document is ready.

Best regards,

Posted on November 15, 2019

Thank you.I will upload new picture of my passport as soon as I receive the new one,hopefully next week.

Posted on November 18, 2019

My account has been verified successfully.Winning paid within 15 minutes.Playamo is a very nice casino for play.Here I found all of my desires for play slots.Thank you very much Askgam­ble­rs.C­om­plaint resolved perfectly.

Posted on November 18, 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

Playamo Casino Complaints

  • 78 of 80 resolved
  • 1 day avg response
  • 5 days avg complaint life
  • 2,446 USD avg amount

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