AMPM Casino - Player's winnings are confiscated due to alleged bonus abuse.

I played with their welcome bonus and ended up with around 4300 euro after the bonus wagering was cleared. They do have a max win limit of 1500 euro for the welcome bonus that I was aware of while playing and my balance dropped to 1500 euro when I made the last spin of the wagering. It felt bad seeing the balance drop like that, but rules are rules so that is not what this complaint is about.

I tried to withdraw my 1500 euro but they declined and said I still have to wager the initial deposit 3 times, After doing this I ended up with 1385 euro and tried to withdraw again.

I uploaded the standard documents normally needed for a withdrawal but later received an email demanding more documents. They wanted "additional state document" and I did not really understand what this was so I asked them what they wanted and they told me they needed a birth certificate or a foreign passport. At this point I started to question if this was a joke or something. Why would I have a foreign passport? Or a birth certificate, is that really something most people have at home?

I did at this point order a document of verification from my government but it takes some time to receive it and I did not get it in time before the casino closed my account. Because that is what they did yesterday, they closed my account and sent back my initial deposit of 100 euro. They are claiming bonus abuse all of a sudden and not giving any more detailed information than that.

It is very strange that they engaged in a 2 week long verification process with me before closing my account on a totally different reason. And I did not abuse any bonus rules, I am sure of that. It feels like they are just making up excuses to steal legitimate winnings from their customers.

I am claiming the missing 1285 euro.

Hello hoshy,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with AMPM Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about? Did they specify what kind of bonus abuse did you do or specified which exact term did you breach?

Looking forward to your answer.

Regards,

Nick

I received the first email regarding the verification process on november 14. I have submitted the usual documents such as ID (both passport and drivers license), proof of adress and selfie. As far as I can understand all my documents were approved. The problem was the "additional state document" they were requesting. As I said earlier I have ordered one of these from the government but still have not received it by mail.

November 28 was the last time I received an email from them regarding the verification. On december 1st I received another email explaining my account was suspended. I will paste this email here:

"Hello,

Security has blocked your account. You have violated the casino bonus rules:

If the Administration suspects the Player of fraud, unfair using of the

Bonus Policy or using (development) of a winning strategy, we reserve

the right to refuse such Player a bonus, to cancel the bonus or winning

funds from his or her Account. In this case, we may restrict a Player to

enter the Casino or block his Account in its discretion.

Also, information about your account and your activities will also be

transferred to the licensee.

Sincerely,

AMPM casino"

Hello hoshy,

As we will need to find out what kind of bonus abuse does the casino accuse you of, your complaint will be now forwarded to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you hoshy for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask AMPM Casino for their help in resolving this complaint. We would like to know how the player violated the bonus rules and what can we do to help resolve this issue.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curacao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter