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Playamo Casino - Have not received my cashouts for more than 5 working days

55 hours left for Playamo Casino to respond.
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Complaint Info
Disputed casino Playamo Casino
Reason Delayed payment
Amount $ 6275.68
almond123 Queensland
Posted on August 10, 2020

Dear Askgamblers
My name is Jenny and I had recently joined Playamo casino AUD online. Initially I cashed out $4000 and it was being processed pretty quickly within 3 business days that I received my cashout! Then I cashout again on 30th of July 2020 with amount of $3233.68, which I do not receive UNTIL now, which is definitely more than 5 business days ALREADY! And on 2nd of August 2020, I cashout with $3042 AUD, which I DOUBTED I am going to receive it as well! I have read the cashout terms it stated everything will be processed WITHIN 3-5 business days, and I had simply DEPOSITED and LOST more than I had cashout! This is very horrible, please see attachment, both of my cashout was showing 'pending' (not yet processed fully?) While ALL of my deposits were ALREADY accepted! This is very ridiculous, could you please help? As I suspect they don't want to pay me at all

Posted on August 10, 2020

Dear @ALMOND123,

We used to experience technical issues with the payment provider, which was fixed at the moment.
All your pending cashouts were approved on August 7th.

We are sincerely sorry for the inconvenience caused and thank you for your patience.

Kind regards,
Playamo.

almond123 Queensland
Posted on August 10, 2020

Dear Playamo casino,

Thank you for your reply! AS STATED up until today, 10th of August 2020, I still haven't received any of my cashout of $3233.68 and $3042.00, I am very CONCERNED especially with $3233.68, WHICH was being cashout on 30th of July 2020. This is horrible ok? What TYPE of delay down on your system will cause me still have not received ANYTHING!?
I had already upload a copy of my bank statement on my PROFILE area, AND I really think you should ALREADY starting the relevant investigation there? So you are not going to pay me? Or did someone else take the money?
NoT HAPPY, indeed very unhappy
Jenny
almond123

Posted on August 10, 2020

Dear @ALMOND123,

Please provide the bank statement with the account holder information available to [email protected] with a short description of your case so we can start an investigation.

Thank you in advance.

Kind regards,
Playamo.

almond123 Queensland
Posted on August 10, 2020

Dear PLAyAMO,

Jenny here again, I had just sent an email containing my bank statement until 07/08/2020. Please contact support asap to find out about my STATEMENT! And please investigate quickly and PLEASE reply asap

Unhappy and frustrated
almond123

Posted on August 12, 2020

Dear @almond123,

We have received a reply from the Finance Team confirming, that all your pending transactions has been processed successfully.
Also, your host has emailed you earlier today regarding this case.

Please let us know if any questions arise.

Kind regards,
Playamo.

AskGamblers
Posted on August 12, 2020

Dear @almond123,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified 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 complaints 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.

almond123 Queensland
Posted on August 13, 2020

Dear PLAyAMO

Jenny here (almond123) again. Thank you for your reply.

Unfortunately at this stage I DID NOT receive any emails from my bank or the host that you were talking about?

Moreover, my bank just confirmed with me this morning in Australian time that there were no such funds transferred internationally to me:// they said it might be something to do with the service providers. Or maybe the payment has bounced back for some reasons. Therefore could you please double check there? Thanx. As it seems the payment just went missing.
Regards
almond123

Posted on August 13, 2020

Dear @ALMOND123,

The payment proof was sent to your email.
Please contact your bank regarding it and provide them with the information you can find in the screenshots.

Thank you.

Kind regards,
Playamo.

almond123 Queensland
Posted on August 13, 2020

Dear PLAyAMO

almond123 here thank you for replying again.

I will contact my bank again today, as yesterday they said it is likely that had both rebounced to your provider. Please also check in your end ACCORDINGLY.

I will definitely provide an update sometimes today or tomorrow. But yet I am still VERY unhappy about this type of processing speed:/

Jenny

Posted on August 17, 2020

Dear @ALMOND123,

Kindly, are there any updates from the bank?

Kind regards,
Playamo.

AskGamblers
Posted on August 17, 2020

Dear @almond123,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints 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.

almond123 Queensland
Posted on August 19, 2020

Dear PLAyAMO casino

almond123 here again, thank you for your reply.

I hereby confirmed that I have already received the cashout $3233.68, however, my bank said they still cannot locate the other cashout of $3042.00? And they told me one possibility there is for me to contact the merchant (which is Playamo casino) to see whether the payment had bounced back?

Please check again thoroughly thank you for $3042. And provided me the updates to < email removed >

Very worried://

Jen

Posted on August 21, 2020

Hello again,

We are sorry for the late reply, we have sent a request to the payment provider.
For now, we are still await for a reply but unfortunately looks like it's not going to happen before Monday.

We are sorry for the delay.

Kind regards,
Playamo.

almond123 Queensland
Posted on August 23, 2020

Dear PLAyAMO

almond123 here and thank you for replying and your update

I will wait until next week, please do keep me updated, and at the same time I will communicate with my bank also, will provide you guys an update too.

Jen
almond123

Posted on August 24, 2020

Dear Jenny,

We have sent you additional documents as evidence of the successful payment.
We kindly ask you to contact your bank and provide them with this evidence and ask about your missing cashout.

Thank you for your patience.

Kind regards,
Playamo.

AskGamblers
Posted on August 28, 2020

Dear @almond123,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints 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.

almond123 Queensland
Posted on August 30, 2020

Dear PLAyAMO and Askgamblers

almond123 here, yes apology for the late reply, at the moment my bank is still chasing the money for me, as today is the weekend and they have not yet replied to me, I will have to talk to them next week. Appreciate your patience!

Regards
almond123

Posted on August 31, 2020

Dear ALMOND123,

Thank you for your reply, please keep us posted.

almond123 Queensland
Posted on September 3, 2020

Dear Askgamblers,

almond123 here thank you for your reply playamo

At this stage I am still communicate with my bank, they still hadnt got back to me yet.

Furthermore, I just wanting to make a further complaint as I think this is very ridiculous. Today at 4:49 GMT time or sth rather I was betting in 24/7 live roulette (who is spoken in English), I placed a bet of $5 on winning number 1 there, but I can see the number was lightened up as a winning number, BUT I didn't get paid with $180.00 I had jumped onto the chat sessions several times without resolution, as well as now I had e-mailed Chloe to have everything sorted. Could you please get a casino specialist to follow this up for me? As I am totally UNHAPPY about what happened. I hope this wasnt some kind of ripping off there

Not happy
Jenny
almond123

AskGamblers
Posted on September 7, 2020

Dear @almond123,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints 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.

The AskGamblers Complaint Team is kindly asking you to submit a separate complaint, should you face issues with other payments which were not part of the present case.

Thanks in advance for your cooperation.




almond123 Queensland
Posted on September 7, 2020

Dear PLAyAMO,

almond123 here

Yes regarding to the payment, my bank is still unable to locate the $3042 AUD. However they are trying their best to contact with your payment providers too.

Just wondering did you receive my previous reply regarding to the missing $180? Thank you

Posted on September 8, 2020

Dear @ALMOND123,

We are currently working on your request with Game Provider and waiting for a reply.
You will be contacted by your VIP manager regarding this case.

Thank you.

AskGamblers
Posted on September 12, 2020

Dear all,

Kindly note that the AskGamblers Complaint Team has just extended the response timeframe for another 96 hours in the hope that Playamo Casino management will soon provide an update regarding this complaint.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly.

Posted on September 14, 2020

Hello all,

The provider has investigated the game round in question and found no irregularities.

Thank you.

almond123 Queensland
Posted on September 14, 2020

Thanx Playamo and Askgamblers for replying. It's almond123 here. Yes I will wait for the results from the investigation and fingers-crossed!

Also I will try to provide the updates from my bank in a day or two, as they are going to contact me regarding to $3042 sometimes on this We'd

Fingers crossed
almond123

Posted on September 15, 2020

Dear ALMOND123,

As mentioned previously, the game round in question was finished correctly with no irregularities, also, you have received a reply from our support with more detailed information.

Regarding the pending withdrawal, we kindly ask you to provide us with the update regarding it because we have provided you with all the necessary information, we believe that the cashout should be received by now.

Thank you.

Kind regards,
Playamo.

almond123 Queensland
Posted on September 17, 2020

Hi askgamblers and playamo

Its almond123 here and thank you for replying, appreciated.

At presence I have tried to get in touch with my bank, and they are still chasing up the payment for me, they believed its probably stuck at one of the intermediate bank but they will provide me further update on next Monday! As currently the pandemic has gone much worser here in AU, therefore this chasing job has been affected as some branches of my bank have temporary being closed down, however I will definitely give you another update sometimes next week.

Meanwhile playamo casino, I hadn't made any cashout until the start of this week, as I really needed some funds to come back to my account asap, could you please let me know whether my cashout had been processed or not? And how soon will I be able to receive it?

It was being made on 13 or 14th of Sept, and could I please know why I could receive my first payout of $4000.00 AUD very fast within 2 days of me requesting it? But afterwards all the processing time has became LONGER and longer? I just really cannot bear with it! Not very happy there at all.

Regards
Almond123

Posted on September 18, 2020

Dear Almond123,

All cashouts are being checked by our Security Department within 48 hours (in most cases it's taking less than 2 hours).

However, the cashout itself can come to your account for up to 5 business days, depends on the method you choose, the country you located at, and for some time already it also depends on the level of the epidemic threat.

All we can ask you is to be patient and wait for the funds to come.

Thank you.

Kind regards,
Playamo.

almond123 Queensland
Posted on September 21, 2020

Hey playamo there,

almond123 here again, apology for some delayed reply. As I am still waiting on my bank to provide me with some updates.

Firstly also, I still havent received my latest cashout of $3000 sth AUD:(

Moreover, I must say I am very dissappointed with the service although I had informed my account manager already. I deposited through minfinity account with $330 AUD, which I had obtained a receipt from minfinity and ALSO my bank account was already being deducted! However I do not see any $330 dollars being deposited into my casino account! This is the most ridiculous issue I had ever encountered with any of the online casinos! If you guys do not resolve it by tomorrow (As I can see there are NO money at all in my mifinity account as well)

I am going to raise a refund dispute from my bank's side. As this have never been happened to me ever before.

What the (?) Very unhappy
almond123
Jen
Playamo vip

Posted on September 21, 2020

Dear ALMOND123,

Your Mifinity is being deposited by the payment team.

Please clarify the amount of the withdrawal you haven't received because there are no 3000 cashout in your transaction history.

BR,
Playamo.

almond123 Queensland
Posted on September 21, 2020

Hey again playamo:(

$3491.68 is the cashout which I refered to!

Yes by the way, there are completely NOTHING being deposited onto my casino account, and I have just checked my infinity e wallet, nothing (right after receiving your response mate?)

There are no NO $330! This is very humiliated! Please investigate this asap, as I think I have to raise a dispute tomorrow from my bank unfortunately as I don't have much choices!

Not satisfied and angry
almond123

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