The player from Germany deposited 20 Euros to receive a bonus which got stuck in active mode and cannot be played out or deleted. The Free Spins bonus is not displaying and the user is unable to access the chat function or withdraw the initial deposit. We rejected the complaint because the player didn't respond to our messages and questions.
AMPM Casino - Player's bonus remains stuck and withdrawal is impossible.
Amount: €20
AMPM Casino
Safety Index:Below averageSafety Index
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5.5
AMPM Casino has a Safety Index of 5.5, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I'm from Germany. I deposited 20 Euros to receive the bonus with 50 wager-free FS. I received the registration bonus but it's stuck in active mode and I can't delete it or play it out. My FS bonus is not displaying. The worst part is, the chat function is disabled, and I can't withdraw my 20 Euros, even though it should work for transactions of 20 Euros or more with an ezett wallet. I'm stuck and desperately need help.
Automatic translation:
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1 year ago
Dear sstrunk1207,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you placed any bets or if your initial deposit is still untouched inside the account? Was your account previously verified?
If there is any supporting evidence that you'd like to share, my email address is petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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1 year ago
Translation
Player's additional comments:
Hello and thanks for the quick reply.
I was finally able to chat briefly with a member of staff. After not being able to complete my registration bonus yesterday I had to start playing with my real money. After some time and losses, the current bonus was finally deleted and I thought I would now receive my free spins that are still missing. I deposited with the correct code and also activated. I think there was a technical error due to the still active and incorrect bonus code. I wanted to pay the 20 euros back, but this was not possible. I've attached some screenshots. I just asked for the free spins but I'm not getting any. I'm very upset about this and really hope you can help me.
Thanks.
PS I couldn't find an imprint either. To contact you otherwise.
Best regards
Sandra S*****
Automatic translation:
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1 year ago
Thank you, sstrunk1207, for your email. Do I understand correctly that you already used your deposited funds before the bonus could be manually activated by the casino? Was it a match bonus + Free Spins or Free Spins only?
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1 year ago
Dear sstrunk1207,
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
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
