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Playamo Casino - Would not pay 22k in winnings and closed my account under false allegations

RESOLVED
Complaint Info
Disputed casino Playamo Casino
Reason Account closure
Amount $ 22000
magz88 Victoria Message
Posted on September 19, 2018

i recently joined the playamo casino as i done a bit of research on online casinos and they looked trustworthy.
so the day i joined i deposited $50 and another $50 and played live casino games, first the big wheel the roulette. i won approx 800 on the big wheel and then turned that 800 into 20k then of course as i was extremely excited i asked to withdraw the maximum that the casino would allow at a time which is 4k.
so 4-5 days go bye and i havnt heard anything about my withdrawal so i asked their support team and was told it is just going through the system like everybody elses. then i went to log in today and it said account disabled.
i was really confused so i asked their support team to help me log in and all of a sudden the browser on my phone went weird and it flashed my account on screen as though it was logged in and then nothing.....
i asked them again and they said to check my email.
so i checked and they have sent me some rediculous email saying all my funds and winnings have been ceased because of multiple accounts or something.
i literally just joined playamo 5-6days ago i have never had an account with them. prior to this i havnt gambled online ever, for the fear of something like this happening.
i have asked them a number of times now to send me through the details of these multiple accounts that i have. if these are my accounts then i beleive i am entitled to at least know the details on said accounts but every time i ask they ignore me. i just received another email this morning say the decision has been made and it is final.
all im asking is to see the proof of these accounts and i know they wont show me these details because they dont exist.

some help with this would be greatly appreciated, i have multiple screenshots from my winnings and bet history as well as the conversations via live chat and email.
ive been trying to attach these documents below but i keep getting an error. is there another way i can send you guys my screenshots?

magz88 Victoria Message
Posted on September 20, 2018

i would just like to add that i was using a VPN at the time my account was closed.
im not sure if that effects anything but after talking to some other members on askgamblers, i found that it is possible that it could have caused the issue but i wouldnt really know for sure as im very new to this. i have thoroughly read the TOS at playamo and could not see anything mentioned about the use of a VPN. ive been advised by other members not to use one so i have now disabled it.
i apologise if this was the cause, and hope this helps with your conclusion.

Posted on September 22, 2018

Hey, dear MAGZ88!
we will check your issue, and contact you with all details!


Best regards!
PlayAmo Team

magz88 Victoria Message
Posted on September 24, 2018

it would have been nice to hear that from the support team when i first enquired on the matter.
But thankyou for checking into it, i look forward to finding out what the cause was.

Posted on September 26, 2018

Dear MAGZ88,
your account was closed due to duplicate account,
and according to our T&C -
" Each player can create only one personal user account. Creating multiple user accounts by a player can lead to termination of the accounts and suspending of all payouts. The player shall not provide access to his user account or allow using the website to any third party including but not limited to minors... "
the decision of our Security Department is final!


Best regards!
PlayAmo Team

magz88 Victoria
Posted on September 26, 2018

You Guys are really just going to repeat what youve already told me via email with a simple copy and paste?
Your suppsed to be a legitimate casino are you not?
i dont want to repeat myself over and over again. The bottom line is, i have only ever opened 1 single account with you guys and im 110% sure that playamo also knows this. why would i open 2 accounts on the exact same day? this makes no sense in any way, shape or form. So again i will ask you, Can you please look into the matter properly?
And if your so sure that i have 2 accounts then i would like to see your eveidence or at the very least you can forward your non-existent evidence to AskGamblers so they can assess this case themselves. Not only are you lying to me and taking my Legitimate winnings but your also stopping me from joining any other reputable casinos. I would like this issue resolved correctly and honestly, please no more fictional stories on your end.

kind regards,
Magz88

AskGamblers
Posted on September 29, 2018

AskGamblers Complaints Team is awaiting Playamo Casino team to provide the required information.

AskGamblers
Posted on October 4, 2018

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

AskGamblers
Posted on August 1, 2019

This complaint has been reopened as per Playamo Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on August 1, 2019

Dear @MAGZ88

After the investigation, we found that due to a technical error, the system marked the player's account as a duplicate with other player's account, which is mot related to the player at all. Due to that, the Security Department has made a decision to terminate the account.

PlayAmo Casino would like to inform the player and Askgamblers that we have decided to refund the player's account with the amount requested and reopen the account. Funds are already added to the account and the account is fully functional.

We are sorry for the inconvenience caused.

Kind regards,
PlayAmo

AskGamblers
Posted on August 1, 2019

Dear @magz88,

Please confirm if the issue has been resolved. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

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