The player complains that he should not be able to play as his account got closed for gambling addiction in a sister casino. The complaint was closed as the player had no restriction in registering at Amok Casino therefor the casino was not obligate to refund the deposited amount.
Amok Casino - The player complains that he should not be able to play.
Amount: €9,000
Amok Casino
Safety Index:HighSafety Index
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8.1
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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2 years ago
Hi! I have been playing on this site for about 2 months.. And first they disabled my livechat. Then even dont reply emails.. I started to look into this casino and saw they are same company as mount gold/refuel casino.. And mount gold closed my account for The reason gambling addiction. Have that email of course.. I have made plenty of deposit and have gambling problems so i really should not have been able to play with amok.. I want my net losses back since thier company have decided to block my from playing with them due to my unhealthy gambling. Can you help me against this company? Or does it not mather if mount gold closed my account? Is amok seperate from them?
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2 years ago
Hello Johnny,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Amok Casino. Allow me to ask you a few more question before we would move forward.
Could you please advise when was your account closed in the other casino? Was it an account closure or self-exclusion? Did they know about your gambling addiction or was it ever mentioned in any conversation with them? Is your Amok account still active and are you able to log in or play there?
Please also forward any relevant screenshot or communication between you and the casino to nikolas.b@casino.guru.
Regards,
Nick
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2 years ago
Translation
Hello again! I've sent you a screenshot of the email from Mount gold. Where they clearly close my account permanently due to Gambling. I got a contact with Amok but I had to send from my Gmail to get a response as my regular email seems to have been blocked on their site as I neither received confirmation nor received a response to my emails to them recently. However, I have used the same email, mobile number and contact information on their pages so Amok should have been aware that I should have been blocked. Now, however, they have received my complaint and said they will return with a message if I should get back my net losses as I should not have been able to play there. My contact at mount gold also wrote in the same email that he wanted an email where he had closed my account, which is strange as all history is saved.
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2 years ago
Dear Johnny,
Sorry for not responding earlier. We are currently checking your case with our team and will let you know more information as soon as we come to a conclusion.
Regards,
Nick
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2 years ago
Translation
Hey! Yes, take the time you need. Hope you got my print screen on why I was shut down. It is clear in their email that I am suspended for life because I did not play responsibly and have problems. Logically, I should not have been welcome at Amok as they are the same company and claim they are a responsible casino. I did not know they were the same when I had a relapse and played again noticed it when they suddenly closed my Chat function then also blocked my email. I have not received any response from them except that they are looking at my case but it is through my Gmail because my email does not arrive anymore. But on my pages I have registered with the same email / social security number / name details and more as I have always done so they should have the way I was blocked but still let me play irresponsibly and a lot in a short time before they started shutting me down in silence .
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2 years ago
Dear Johnny,
We have came to a conclusion that the best step you are now able to do is to contact the licensing authorities of the casino. As far as we know, they should block all of your account within a same group and refund your deposits if they allow to - this is based on their license which they should follow.
However, this casino has a specific term found here (https://www.amokcasino.com/terms-and-conditions/?__updated=1643869535495)
14.3. Please note that any self-exclusion requested on this Website is only applicable to this Website (Amok Casino). Therefore, We recommend You consider extending Your self-exclusion to each operator where You hold an account.
This means that you should exclude yourself from every single casino one by one - we find this casino term going against the terms of the license and as we do not have enough information why did the casino allow you to play, only the license can help right now. They have full access to their data and in this case we think they should favor you and Amok Casino should refund all of your deposits.
Please contact them here: https://www.mga.org.mt/support/online-gaming-support/
We will be also closing the complaint for now as unresolved - waiting for the authority's decision.
Please let me know on nikolas.b@casino.guru once you contact them and keep us updated regarding the case.
Best regards,
Nick
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1 year ago
Dear Johnny,
We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.
If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at nikolas.b@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.
Best regards,
Nick
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1 year ago
Translation
Hello! No, nothing at all. They were so arrogant. Got nothing at all and they made me feel like I had myself to blame and that they have no responsibility at all as long as money rolls into their account. It's been over a year now maybe there's a chance we'll try again? As I said, same group, same live chat people, same rules.
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1 year ago
Hello Johnny,
Did you actually contact the licensing authorities directly? If yes, can you please forward the communication between you and the license to nikolas.b@casino.guru?
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1 year ago
Dear Johnny,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
Hej! I have e-mailed you.. they (mount gold) sent me an email that my account was closed for responisble gambling.. I forward that to you.. later on amok claimed it was closed for violence of terms and other stuff, i only played one game i think with mount gold and I have also forward emails where they stated and was well aware of the game i was playing.. since they both contacted betsoft and corrected my cashback with them several times.. and loss big money on.. Sent u that email aswell.. if they claim i was not allowed to play that game should they not pay back all the losses on that game aswell ?
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1 year ago
Hello Johnny,
Can you please clarify how much exactly did you deposit into Amok Casino and if that balance was refunded back to you? Do you have any evidence of those deposits into this casino?
As the primary issue was gambling addiction, Amok Casino should not have let you register. Is there any other answer from MGA license regarding the refund from Amok or your self-exclusion?
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1 year ago
Dear Johnny,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
Translation
Hello! Yes that was the reason they suspended me at mount gold casino. Which they later claimed was the wrong reason. Then they claimed it was because I broke the rules.. regardless of what they said, I was allowed to open an account at amok casino. Mga said that it was all due to a misunderstanding on their part. So amok.. and they said they would get back to me which they did and they said it was because I played illegal games even though they were available in my country so they just lied which I can prove in my emails with mount gold . They were fully aware of what I was playing. So I do not know. Returns with sums
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1 year ago
Hello Johnny,
To sum it up a little - MGA contacted you and the casino as a misunderstanding happen, Amok then contacted you that your account was blocked due playing illegal games (not due self-exclusion in their sister casino). Did they refund any deposited amount back to you? Also I've previously asked how much did you deposit there - can you please clarify?
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1 year ago
Dear Johnny,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
Translation
Hello again! Yes, you received the emails from mga plus the amok and mount gold sent to me on your email! I was 9000 euros behind on amok according to my calculations. They have not sent information on the correct amount yet. They say they have 30 days. No, I have not received anything at all refunded and will not receive anything either according to amok. They have decided that and it is final according to them. You received the original suspension from mount gold to your email earlier as well. Which they later changed to another reason which you can also see in your email. So they changed to another reason which apparently was that I was playing illegal games. I also played these games on a whim. If it was illegal gambling then shouldn't I get my money back regardless? Or do they open up games to players and then shut people down and keep the money is it another way for the company to make more money? As soon as I have entered their live chat, they shut down the chat without explaining a shit.
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1 year ago
Hello Johnny,
So now the casino refused to refund anything as you did play with a restricted game? Did you have any bonus active ever in the casino? If yes, and you did play a restricted game, it was the casino's responsibility to block the access of you to such game. If possible forward any additional conversation regarding the casino's decision and game restriction to nikolas.b@casino.guru.
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1 year ago
Translation
No! No active bonus. I have sent you several emails where they say that I have played a game that was banned to play in Sweden but it was open to play and that is why they closed my account they claimed. But at the time of suspension they claimed they closed my account due to gambling addiction. So this was mount gold casino. Emailed this to you as well. Got email from David there. And it is also the same David who runs amok. There I played the same game as before at mount gold. It's the same company, same customer service. No refund.
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1 year ago
Hello Johnny,
After going through all the evidence forwarded again I've noticed that the restricted game you played was in Mount Gold Casino - therefor your account was never closed due gambling addiction so you were basically free to register in Amok Casino and play there and there is no reason the casino should refund anything that way.
If you would have close your account due gambling addiction, Amok should have block you from registering but it was not the case.
Is there anything else we could assist you with?
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1 year ago
Dear Johnny,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
Translation
To clarify. I got my account closed for gambling addiction at mount gold. Have email that verifies it. Got to open a new account with amok and play there. Then had the account suspended for the same reason. They later claimed it was suspended because according to them I had abused and played banned games so they wouldn't have to pay the money back. Have emailed pictures and print screens of this claim as well. But but. If you say I don't have the right to something, I don't care. Have a good one.
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