Unjustified closure of account to avoid paying substantial 31,500 AUD winnings

I play in this casino for a while. After I seen that it’s impossible to win and that their slots behave very strangely, I decided to close my account permanently!! I make a request to live support chat and they told me that they are not able to close my account but they will send my request to the relevant department!! After 48 hours my account it’s still open live chat support always have some excuse like : soon as possible , our team work on your request bla bla bla. All I want to say this casino denies my right to protect my self, and not respect the responsible gambling! So Ask Gemblers I need your help!

Hello,

The mentioned casino does not have a responsible gaming section so I can block myself for an amount of time in order to stop losing. I asked their support to block my account but they keep offering me bonuses in order to just block it because I do not want to be tempted to play there anymore.

Please help if you can because there is no other way for me to fix this.

Thank you

I am beyond frustrated I am an Australian player and I have gone above and beyond to prove my identity to playamo…. I won $3000 and withdrew that amount and then withdrew $900 via bank transfer they were both processed and all sent to their end (what they said) I successfully got the $900 into my bank and I waited another week or so for the $3000 then I randomly get an email saying I cancelled the withdrawal which I did not.

So then they said I needed to verify my id again and there is a security issue with the L on my identification which is my middle name that’s not printed on my bank card like that but my bank card says My name and I have had a successful withdrawal before with no issue….

Now they have asked me to open a cryptocurrency wallet to have my withdrawal put into instead & apparently once the withdrawal is complete via cryptocurrency my profile will then be deleted!!!?

I am so confused By all this I have done absolutely EVERYTHING to verify my identification and trying to now withdraw $2890 after they let me play through some.

I got that many identifications to prove it’s me & a successful withdrawal into bank and still security says there’s now an issue, not a big surprise they don’t want to give me the larger amount…. When I withdraw the smaller amount the day after and got that not a problem…

Now all these issues for no reason when I have got all my Identification even offered my birth certificate…

I am beyond disappointed and upset with all this.

Hello,

I am waiting on a $1502.04 withdrawal from Playamo Casino. Every time I try to withdraw, it either gets cancelled or accepted and then cancelled a few days later by the casino. I get emails claiming that I cancel the transactions which are false. They claim that I enter my bank details wrong which is incorrect. They ask me to insert my bank's address, but there is no place for it. I have used this casino for years and withdrawal is usually simple. My Vip Manager said I could withdraw via bitcoin but when I try that, it gets cancelled. This has gone on for weeks and I feel the casino wants me to give up fighting for my money and put it all back through.

I would like this resolved quickly. The casino isn't being very fair.

Please Help

I requested to withdraw my winnings 1500AUD on the 20/5/2021. I have withdrawn multiple times using the same bank account details saved in my account. First I was told it was processed and then the next day recieved email saying declined by payment provider. After inquiring back and forth on chat email and skyping my VIPmanager was told to reenter my bank details. Did this and have continued doing this for some 4 days to no avail. The casino keeps cancelling my withdrawal but offering no viable explain except :

In that case, please kindly fill the "Beneficiary name" field with your full name as it is mentioned in your bank account and create a new withdrawal request. 

I have used the exact name as printed on my statement. And still it is being declined even though its been successful in the past and even when I use the saved cashout option.

Another reason they stated in the chat was no branch address but the cashout form I have doesn't ask for a bank address.I don't know what to do.

I withdrew $3824 from my account. Which has been already approved on the 13/05/21 it has already been more than 5 working days which I still haven't received the funds in my bank. Which is causing major concern. I spoke to the support agents which were all no help they told me the fiance department already sent the funds on the 13/05/21. As they told me to wait more days. I requested them to file an investigation to the finance department so check what is going on. They also told me to contact the bank to check. I contacted the bank which they told me they have not received anything?

I really need to access my funds. It is not fair for them to take my money like that. But when paying out they do this to me. Before I never had any issues they always paid within 3 to 5 business days. But at this stage its causing so much disappointment and anxiety.

Please find out what is going on.

On April 13/21 I sent an email to Playamo Customer Support requesting that they close my account permanently as I was choosing to Self-Exclude myself from their website indefinitely.

According to their website, when you set a Self-Exclusion Limit your Player Account will immediately be disabled and you will be excluded from all promotional offers for the set period. You will not be able to deposit or withdraw funds when the limit is active.

Under the terms and conditions it says that setting Self-exclusion lets us know that we need to take all measures to block your access to your account and make sure that you receive no promotional materials. You may also contact our support team at [email protected] and inform us about your decision to stop gambling at the Website for a certain period of time or forever. Self-exclusion means that you will be barred from play at all online casinos under the participating licence.

However this is not what happened to me. Instead of closing my account, Playamo Customer Support sent me back an email saying they were passing my message onto the dedicated team who would contact me.

On Apr 14/21, I received an email from Dana, my Playamo VIP Manager stating she received a message from player support, asking what can I do to help?

I replied to her on Apr 14/21, by forwarding my initial request to Player Support in regards to closing the account and self-excluding indefinitely to her email.

On Apr 16/21, Dana contacted me again to state that she had not heard back from me and she proceeded to offer me promotions and loyalty credits to continue playing on Playamo.com.

I emailed her back Apr 16/21 telling her everything I disliked about gambling on their site. Since I had already asked twice to be self excluded, I figured maybe telling her all my dislikes would get the job done. I was wrong. She just emailed me back on Apr 16/21 trying to convince me to play and even provided a cash bonus to my account to get me back playing.

I sent another email back a couple hours later on Apr 16/21 asking her to do as I requested and close my account and to honour my wishes to self-exclude from their site indefinitely.

I received the next email from Dana on Apr 19/21 stating that she respected my decision but asking me to ‘think one more time’. Then she went on to say what a smart player I am, how I am going to win big and offering me more no deposit cash bonuses, and bonus unofficial weekly cashback. Preying on all my weaknesses as a gambler. I finally said fine I would think about it to put the bonuses in my account.

Then Apr 22/21 I emailed Dana again. Only this time it was to request a refund for the $875 that I had been allowed to deposit into my account since making my first request to be self-excluded on Apr 13/21.

I told her that if my request for self-exclusion had been applied to my account as their policy states it should have immediately been, I would never have been able to deposit and lose another $875.

I received a message back from Dana Apr 22/21 stating she was sorry for my gambling problems, my account was now closed and she would pass my request for a refund on to administration. I would hear from them within 24hrs.

I received an email on Apr 23/21 stating that my account was closed and there would be no refund as it was closed as soon as I said I had a gambling addiction and they said nothing could be done as I did not contact them earlier.

I emailed back and forth with Player Support a few times stating I made earlier attempts and requests to have my account self-excluded... But for some reason they don’t seem to consider those as reason enough to immediately close the account even though that is exactly what their policy states.

I am not sure where to go from here. I can not provide a screen shot of the deposits to my Playamo account (but the casino should be able to provide that) as my account was closed while I was trying to do that.

I have included screen shots of the emails to verify what I am stating. I just want them to reimburse the $875 I was able to spend after they did not immediately disable my account after requesting self-exclusion.