The player's account got closed for multi-accounting. The issue may have been resolved, but without the player's confirmation, the complaint was closed as "rejected".
AMPM Casino - The player's account got closed.
Amount: 400 zł
AMPM Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.7
AMPM Casino has a Safety Index of 5.7, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Hello Wisnia68,
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 if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
my account is not verified because ampm casino does not require verification before withdrawals, i have never had any problems with them before. I collected these funds for a deposit without a bonus, I deposited PLN 80. I tried to contact AMPM yesterday to clarify this situation, I asked for more details about these alleged other accounts, what are the email addresses, what personal information, but unfortunately AMPM does not reply to my email or chat.
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1 year ago
Translation
hello, is there any chance to solve this ampm casino scam?
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1 year ago
Thank you Wisnia68 for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Dear Wisnia68,
I am so sorry to hear your account got blocked. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite an AMPM Casino representative to join this conversation and participate in the resolution of this complaint.
Dear AMPM Casino,
Could you please state why the player's account got blocked? Could you please provide us with the evidence? You can send it to my email address stefan.m@casino.guru.
Thank you in advance for providing the information.
Kind regards,
Stefan
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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
Dear Wisnia68,
The casino representative has contacted me outside of this complaint, and the complaint is being discussed internally. I will put the statement here after we have a verdict.
I will extend the timer by additional seven days.
Your patience is much appreciated.
Kind regards,
Stefan
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1 year ago
The player violated the rules of our casino,
but despite this we are ready to restore the balance to the player, but with the deduction of commissions, the losses we have suffered, to the provider in case of loss and from duplicate accounts. Commission was: 62.04 zl
thus for accrual: 400 zl - 62.04 zl = 337.96 zl
Also, before accruing, the player must go through full verification + verify the cards used.
Regards,
AMPM Team
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1 year ago
Dear AMPM Casino,
Thank you for your response and the information provided.
Please keep us updated regarding the player's verification.
Kind regards,
Stefan
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1 year ago
Translation
On May 18, 2023, between 17:10 and 17:25, I sent documents for KYC verification (photos of my ID card, bank cards I use, and a selfie with my ID card. I hope this verification will go smoothly, and I won't have to wait a few more weeks.
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1 year ago
Dear Player,
We received your documents, but not all what we have asked for. Send us the rest, please.
Regards,
AMPM Team
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1 year ago
Dear Wisnia68,
Could you please provide the casino with all the documents and let me know once you do that?
Thank you very much in advance.
Kind regards,
Stefan
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1 year ago
Translation
Of course, I can provide them with all the documents they need. The only thing is that I don't know which ones because they don't reply to my e-mail and on live chat they write that they have reported my case to another department. I haven't received any message where and what documents to send, so I don't know what's going on, is the casino trying to cheat again?
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1 year ago
Dear Wisnia68,
The casino sent you a private message this morning regarding the verification. Have you received one?
I am looking forward to your response.
Kind regards,
Stefan
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1 year ago
Translation
This is the message I just received from AMPM Casino,
The Security Service asks you to go through the verification process and provide us with a basic set of documents:
- additional state document (foreign passport, birth certificate, etc.)
- an invoice for utility bills at the place of registration, which will show your details (name, date, address). Please note that the invoice must be issued no earlier than 3 months ago. / photo of stamped bank statement / official mobile phone bill
You need to upload documents in your personal account, section "Verification".
It's all absurd, I don't have any contracts in my name, no bills, everything is in my partner's name. An additional document, what should I get a passport or go to the other end of Poland to send you a photo of the passport/birth certificate? I don't have a passport, and I don't have my birth certificate and I won't apply for a copy because it also costs money. I sent you photos of my ID, a selfie with my ID, and photos of the credit cards I use. Photo of a stamped bank statement? This also involves costs and waiting around 3 weeks.
You didn't ask for verification on previous withdrawals, so the documents I sent should be enough for you. You are a casino that wants to be in the top of the other top casinos and you cheat your players out of such ridiculous amounts.
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1 year ago
Dear Player,
We still need photos of your cards - both sides and the invoice for a verification due to KYC Policy.
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1 year ago
The player got through the verification process and we sent him the earnings back to his balance.
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1 year ago
Dear Wisnia68,
Could you please confirm if you have received the funds in your casino account?
I am looking forward to your response.
Kind regards,
Stefan
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1 year ago
Dear Wisnia68,
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.
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1 year ago
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.
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1 year ago
Dear Wisnia68,
We’ve reopened this complaint at the request of AMPM Casino as the Casino has provided us with proof that you have received the funds.
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
I appreciate your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Kind regards,
Stefan
