Beschwerde #78
Playamo Casino
Terrible support and unfair confiscation of legitimate winnings
vor 8 Jahren
Hi there
So I would never normally raise a complaint, but I have serious concerns about this casino. I opened an account with them on 2nd December and made a deposit.
I registered from my home address in The Netherlands. I am a dual national British person, residing permanent in The Netherlands. I registered from my Dutch IP, with my Dutch address and Dutch phone number.
I am a member of many sites and thought I would try this one, as it had OK reviews.
I was super happy to win a jackpot on jackpot jester and went to withdrawl today. The first one was declined due to account verification (see attached overview of screen shot) which I understood. So I uploaded a utility bill from my Dutch electricity company, screen shot of my Dutch bank account deposit and my British EU passport.
they came back to me and refused the passport to start with because it was a scan. So I took a photo of it and sent it across.
I then received an email saying that UK people cannot play on their site (attached) but I replied and explained I was a dual national and that I am in The Netherlands.
However, I thought email impersonal so I logged onto the site and got in contact with customer service. Here I explained my whole situation to them and that I wasnt a British resident, but had full Dutch residency and live here for over 20 years.
They told me they had confiscated the 6500 euro I won as they dont let british players on the site. I was advised to go into the documents and withdraw all the documents. So I did this and then the chat was automatically closed so I didnt have a chance to get a copy of that transcript.
So I joined the waiting line again and managed to get support agent 3 who said she was trying to speak to security about my case. I waited but they came back and said simply that they would not change their mind.
So I checked their terms and conditions, which it clearly states (see attached) it is about the country of residence. So I went back to customer service and said I was sorry I uploaded the wrong passport but I could send my Dutch driving license and residents permit as identity proof. They said the case is closed and they will not change their mind. I asked to speak with them and was refused. I asked for complaints information and was told to send an email to support. The other documents were all Dutch and I dont understand why they wouldnt accept an EU passport as identity as I proved I was living in NL and not the UK.
This seems purely like a case that they didnt want to pay me as I hadnt yet deposited more than I won. I was lucky, but NOT so lucky as they dont pay back.
I then wanted to at least get back the money I deposited, so I went to log in and was informed I was permanently closed on their casino.
I have attached screen shots as discussed. I have also attached the two transcripts I managed to capture. If needed I can also send the documents I uploaded.
When I checked their license also, it doesnt appear to exist.
I think under general rules they should pay out the winnings as I didnt breach any contract rules. I am in the Netherlands, live in the Netherlands and reside here. I would really appreciate your help as customer service just shut me down.
So I would never normally raise a complaint, but I have serious concerns about this casino. I opened an account with them on 2nd December and made a deposit.
I registered from my home address in The Netherlands. I am a dual national British person, residing permanent in The Netherlands. I registered from my Dutch IP, with my Dutch address and Dutch phone number.
I am a member of many sites and thought I would try this one, as it had OK reviews.
I was super happy to win a jackpot on jackpot jester and went to withdrawl today. The first one was declined due to account verification (see attached overview of screen shot) which I understood. So I uploaded a utility bill from my Dutch electricity company, screen shot of my Dutch bank account deposit and my British EU passport.
they came back to me and refused the passport to start with because it was a scan. So I took a photo of it and sent it across.
I then received an email saying that UK people cannot play on their site (attached) but I replied and explained I was a dual national and that I am in The Netherlands.
However, I thought email impersonal so I logged onto the site and got in contact with customer service. Here I explained my whole situation to them and that I wasnt a British resident, but had full Dutch residency and live here for over 20 years.
They told me they had confiscated the 6500 euro I won as they dont let british players on the site. I was advised to go into the documents and withdraw all the documents. So I did this and then the chat was automatically closed so I didnt have a chance to get a copy of that transcript.
So I joined the waiting line again and managed to get support agent 3 who said she was trying to speak to security about my case. I waited but they came back and said simply that they would not change their mind.
So I checked their terms and conditions, which it clearly states (see attached) it is about the country of residence. So I went back to customer service and said I was sorry I uploaded the wrong passport but I could send my Dutch driving license and residents permit as identity proof. They said the case is closed and they will not change their mind. I asked to speak with them and was refused. I asked for complaints information and was told to send an email to support. The other documents were all Dutch and I dont understand why they wouldnt accept an EU passport as identity as I proved I was living in NL and not the UK.
This seems purely like a case that they didnt want to pay me as I hadnt yet deposited more than I won. I was lucky, but NOT so lucky as they dont pay back.
I then wanted to at least get back the money I deposited, so I went to log in and was informed I was permanently closed on their casino.
I have attached screen shots as discussed. I have also attached the two transcripts I managed to capture. If needed I can also send the documents I uploaded.
When I checked their license also, it doesnt appear to exist.
I think under general rules they should pay out the winnings as I didnt breach any contract rules. I am in the Netherlands, live in the Netherlands and reside here. I would really appreciate your help as customer service just shut me down.
Screenshot
