The player from Germany had deposited 100 euros but had her account locked due to gambling addiction shortly after. She sought a refund of the deposit, but the casino was unresponsive, with no replies to her emails and the live chat disabled. The issue was resolved when the player confirmed that the money had been received after further communication with the casino. The complaint was marked as 'resolved' by the Complaints Team.
AMPM Casino - Player is seeking a refund.
Amount: €100
AMPM Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.7
AMPM Casino has a Safety Index of 5.7, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
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1 month ago
Translation
Hello, yesterday I was able to deposit 100 euros at the casino. Immediately after making the deposit, I had my account at the casino locked due to gambling addiction.
The refund of the 100 euros should be processed. Unfortunately, the casino is not responding to me anymore. They are not responding to emails. The live chat has been turned off.
Automatic translation:
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1 month ago
Dear Alineb1991,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please specify if you played with the 100€ you deposited?
Could you kindly forward me the account closure request you sent to the casino, along with the casino's reply? My email address is veronika.l@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
Translation
Hello, I sent the email to you. No, I didn't play with the money
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1 month ago
Thank you very much, Alineb1991, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 month ago
Dear Alineb1991,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the AMPM Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear AMPM Casino,
Could you please clarify the situation and explain the issues surrounding the refund of the player's deposit?
Thank you in advance for your response!
Best Regards,
Kubo
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3 weeks ago
Translation
HelloPlease confirm that the funds have not been received. We require a bank statement dated from the deposit date.According to our records, the refund has been processed from our side and should already be available to you. You can also contact your bank for further assistance.Sincerely,AMPM Casino
That's what the casino says. I never received the money. I sent all bank statements as requested
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3 weeks ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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2 weeks ago
Dear Alineb1991,
I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system.
Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!
We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it.
Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.
Thank you for helping us improve!
Best Regards,
Kubo
