AMPM Casino - Player's withdrawal is delayed due to game provider's check.

I deposited PLN 300 a week ago and did not receive any bonus. I managed to get PLN 15,000, I am fully verified. When I try to order a withdrawal, I get the message: "Withdrawal of funds is not available. Please contact customer support." after going to live chat, I get information that my game session is being checked by the game provider. (there is no such provision in the regulations) in addition, the regulations state that the maximum withdrawal time is 72 hours. I've been waiting for over a week and I still don't know anything about it, I think it's a deliberate delay so that I could lose. please help.

Dear 19kosa10,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

• Meanwhile, could you please advise how long ago you registered your account?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?
• Have you received any withdrawals from this casino in the past?

Thank you in advance for your patience and reply.

Best regards,

Petronela

I created an account about 2 weeks ago, I played slots from pragmatic and play n go. in this case, I deposited PLN 300 and chose to play without a bonus and this was due to the fact that I had managed to withdraw from this casino the day before. my account is completely verified.

and one more important thing. I can't make a withdrawal at all because I get the message "Withdrawal of funds is not available. Please contact customer support." - it would be different if the status was pending and here it is lying on my account, I think it's on purpose so that I simply lose and don't pay out.

Thank you very much, 19kosa10, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.  

Hello 19kosa10,

My name is Michal and I will be taking over your case. I would like to request the presence of a representative from the casino in this conversation.

Dear AMPM Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hello everyone,

as for my information, the player is still being checked by the game provider and we are waiting for his response, too. We are sorry for the delay.

If you have any questions, let us know.

Best regards,

AMPM Casino

I've been hearing this since November 10, and I was assured that the process takes a maximum of 3 days. Additionally, what should I check if I played without a bonus?

Dear AMPM Casino,

thank you for the provided information. Could you also explain why such a check is needed in the first place? It is not a common procedure to check a player's winnings by the game provider, only when there is a suspicion of fraudulent or illegal activity. Is there any such suspicion?

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!

In some cases, the provider verifies winnings on their end, and this isn't always indicative of fraud. Technical glitches or other gaming mechanics can also play a role.

Previously, the player successfully withdrew 6,000 zlotys. Now, they are receiving payments of 15,000 zlotys to their Skrill account.

If you have any additional questions - let us know.

Best regards,

AMPM Casino

Dear 19kosa10,

could you please let us know if the money arrives? We will be waiting for your confirmation.

I haven't received the money yet

Hi,

all the payments were proceeded to the player. The whole amount of the player's winnings was sent to him.

Thank you AMPM Casino for confirmation.

Dear 19kosa10,

you should be receiving your payment in the following days. Please let us know when that happens. We will be waiting for your confirmation.

Dear 19kosa10,

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.

Hello everyone,

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.