The player from Germany had his bonus winnings capped. After discussing the complaint with the casino representative, we ended up closing it as unresolved. The casino insists on applying bonus rules to real money which is unacceptable.
AMPM Casino - Player's winnings were reduced.
Black points: 321
Amount: €1,200
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
Unresolved
Our verdict
Against fair gambling
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
Ladies and Gentlemen ,
I have a bonus due to vip level increase worth 50 euros.
I thought thank you I deserved that.
Then I had to implement it 40 times, which I did.
During the conversion, my balance shrank from 400 to 150, apparently that was the maximum possible win
annoying but ok
Now the 150 euros were real field, for my understanding I can continue to play or pay out.
I kept playing and got about 1300 euros, of which I paid out 500 and wanted to play with the rest.
After some time my payment was canceled and my amount was gone.
Lädeglich 250 euros were transferred to me, on the grounds of bonus, the highest payout is what you have transferred to me.
But the 150 was no longer bonus money, it was real money.
I am fed up with how these casinos treat people just because they are legally difficult to prosecute.
I ask you as a casino guru, as the info platform for players, to rate something like this, thank you
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1 year ago
Dear Blerko,
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. Is it correct that your winnings were capped right after completing the bonus wagering? Are there two balances visible inside your casino account (one for real money and one for bonus funds)? Could you please forward your game history along with the specific promotional offer that you received from the casino? 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
Thank you, Blerko, for all the forwarded emails. However, you still didn't answer any of my questions. Could you please elaborate?
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1 year ago
Translation
Hello dear Petronela,
Unfortunately, you cannot access your own game history.
But definitely after wagering 40 times, the bonus money has been converted from around 400 to 150 in real money.
that is not disputed by the casino 
In addition, you can only play in this casino with one game provider with bonus money, but after I was downgraded to 150 euros real money, I was allowed to play with all game providers.
Exactly you can't look afterwards what bonus you got.
I am forwarding you proof of gameplay and photo of bonus money I got.
LG
Blerim
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1 year ago
Thank you, Blerko, for your reply and forwarded emails. Could you please advise if there are two balances visible inside your casino account (one for real money and one for bonus funds)?
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1 year ago
Translation
Hello,
yes, two credits are visible.
real money
bonus money
and even balance locked by bonus
VG
Edited
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1 year ago
Thank you very much, Blerko, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Hi Blerko,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite AMPM Casino to the conversation to participate in the resolution of this complaint.
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1 year ago
Hi Blerko,
I chatted with a casino representative on Skype and I should receive the information about your issue soon.
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1 year ago
Translation
Hello Perer,
Thanks so much .
Best regards
Blerim
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1 year 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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1 year ago
Translation
Hi Peter ,
it's a little sad that they don't get in touch.
I imagine if it were about a larger amount then they wouldn't even report it.
Too bad I'm still depositing good money into the casino but I'll reduce that a bit until this is resolved.
Greetings
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1 year ago
Hi Blerko,
I have a response from the casino and we are currently discussing the situation on Skype. I will keep you updated.
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1 year ago
Translation
Hi Peter,
how is the situation?
I was happy that something was happening
but they don't seem to be moving?
Best regards
Blerim
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1 year ago
Hi Blerko, I gave the casino representative all arguments, explained our position on the situation, and why we are convinced that you should get paid in full if the available evidence is correct and if the rules were applied as presented. As soon as the wagering is finished, the max win cap was applied, and the bonus money turns into real money, the bonus conditions shouldn't be applied anymore. Otherwise, it's just a trap for casual players because bonus hunters mostly read the T&Cs and act accordingly. I'm waiting for the final decision of the casino.
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1 year ago
Translation
Hi Peter ,
that's how I see it too.
on top of that they let you play with the money with no prospect of further winnings .
I can't keep up with these casinos
I must have deposited 2500 and lost , now I'm at 1red Casino ,
also paid a lot there,
for such a small amount they lose their customers instead of just being fair and doing customer care.
I'm not a bonus hunter because after the incident I stayed in the casino until I realized they didn't care about my business.
I thank you for your effort
Best regards
Blerim
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1 year ago
Translation
Sorry I have to bother you again
the casino has no idea what an unsolved case means,
Many of the players have great confidence in Casino Guru and they read what is there before they deposit.
Best regards
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1 year ago
Hi Blerko,
I'm afraid we are running around in circles here. The casino's position hasn't changed. We don't find it fair to apply bonus rules to the funds displayed as real money. Once the wagering requirement is finished, the max win cap is applied and the funds are transferred to the real money balance, applying bonus rules is unacceptable and it serves as a trap for casual players. This way, if players lose their funds, it's OK but if they win big, the max win is applied repeatedly. If casinos insist on using such a rule, it should be enforced on the software level. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to reconsider, we will reopen the complaint and you will be notified by email. As a last resort, I suggest you turn to the Curacao Gaming Authority (http://www.gaming-curacao.com/) and submit a complaint to them. I'm not convinced that the game authority will help you with this one, but we can always try. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
