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

I wanted to add that after the turnover I won over 600 PLN on dead or alive so the balance should not be deducted because these were already real funds

Thank you for your responses, Tomikaro1234.

I will now contact the casino to shed more light on this matter.

We would like to invite AMPM Casino to join the conversation.

Dear AMPM Casino,

Could you please provide clarification on why the player was permitted to withdraw only 195 PLN from their 1500 PLN winnings when these winnings should have been derived from funds that were previously successfully wagered and therefore considered "real" money?

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.

Hello everyone!

These bonus funds are provided as an incentive for active players and come with withdrawal restrictions, as outlined in the tournament description (see Screenshot 1). As stated in the tournament guidelines, the withdrawal limit applies to the bonus funds at the time of cashing out.

Dear Tomikaro1234,

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.

please explain to me one thing why you misled me because having over 1000 PLN on my balance I continued playing and had winnings I ordered 1500 PLN and got about 260 PLN

in my opinion after the bonus is turned over the balance should be immediately deducted. By doing this you are misleading players especially since the turned over money is real money and playing for it after the turn over there should be no maximum payout regards

Dear Tomikaro1234,

I understand this may not be the outcome you were hoping for, but it seems the casino team acted in accordance with the rules you agreed to when entering the tournament. The maximum withdrawal limit is clearly outlined in the tournament's terms, and regardless of your winnings or wagers, the cap remains in place. Therefore, the payout you received is correct. While you're entitled to disagree with this decision and can continue pursuing your case with the casino's licensing authority if you still feel wronged, I’m unable to assist you further, and I'm forced to reject your case.

I strongly advise you to thoroughly review and understand the rules of any bonus or tournament prior to claiming it to prevent similar disappointments in the future.

We regret that we couldn’t offer more assistance in this case. Should you encounter any issues with this or another casino in the future, please feel free to reach out, and we will do our best to help.

Best regards,

Michal

Casino Guru