AMPM Casino - Player’s winnings are partially confiscated.

Hello I wanted to describe an unpleasant situation at AMPM casino. I got 70 free spins from a tournament, after playing the spins I had about 39 PLN left, then I won something and after the turnover I had 1275 PLN left on my real balance, so I went to play some more, I won over 600 PLN on the Dead or alive game, then something over 150 PLN on the Wanted game and the balance became 1500 PLN, I ordered a withdrawal and only 195 PLN was sent to me and the casino explains that the winnings from this bonus are only x5 of the amount I received from free spins. Now I have two questions, why was this money not deducted immediately after the bonus was turned over? and why, playing with real funds, they won the amount of 195 PLN?. I would kindly ask you to take care of my case, best regards.

Dear Tomikaro1234,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issues you’ve encountered with your withdrawal at AMPM Casino. To better understand and assist with your situation, could you please provide some additional details:

• Bonus Terms: Did you receive any specific terms and conditions related to the 70 free spins from the tournament? If so, could you share those details or a screenshot of the terms?
• Balance and Winnings: Can you provide a detailed breakdown of how your balance changed during and after the use of the free spins? This will help clarify the discrepancies in the amount you received versus the amount you expected.
• Capping of Winnings: Were your winnings capped immediately after you met the wagering requirements? If so, could you provide details of this?
• Full Game History: Could you request and send us your full game history from AMPM Casino? This information will help us review your gameplay and the handling of your winnings more thoroughly.
• Casino Communication: Have you had any direct communication with the casino’s support team regarding this issue? If so, could you share any relevant correspondence or responses you received?

If you have any relevant communication or additional documents, please feel free to forward them to 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

I sent all the information to your email, best regards.

Thank you very much, Tomikaro1234, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Dear Tomikaro1234,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I have some additional questions. Which tournament have you participated in? Are you sure there was no maximum withdrawal (winnings) from the tournament mentioned?

I just checked some older tournaments and I could see this:

as I wrote, I did not see such information and the balance after turning over the bonus was about PLN 1,270 and I continued playing with PLN 1,270, I won something else and ordered PLN 1,500, after which PLN 195 was sent, best regards