The player from Germany had his winnings voided due to deposits from a joint account. Player’s complaint has been resolved successfully.
BetAmo Casino - Player’s withdrawal has been rejected.
Amount: €2,500
BetAmo Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
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3 years ago
Translation
Hi,
I registered with this casino about 5 weeks ago and have since deposited about 3,300 euros with Trustly and made an instant deposit.
I cautiously submitted my documents weeks ago without a payout, but only when I applied for a payout yesterday were they rejected.
The casino is always looking for new excuses not to accept my verification and not to pay my withdrawal.
Now after hours of discussion you have confirmed my identity but now you claim that I have violated your terms and conditions because I have paid in from a joint account that I use for internet activities with my wife / girlfriend.
If it really should be like that, why didn't they remind me of the deposit where I lost thousands of euros.
Now they have closed my account and only respond to my email briefly and very dismissively.
I feel very badly cheated and fooled by this casino.
Automatic translation:
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3 years ago
Dear Hasan,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked terms and conditions, and this is what I found https://www.betamo.com/terms-and-conditions:
„Betamo Casino does not accept third party payments. You must make deposits only from a bank account, bank cards VISA/MasterCard, payment systems Skrill/NETELLER or other payment methods that is registered in your own name. If we determine during the security checks that you have violated this condition then your winnings will be confiscated and original deposit returned to the owner of the payment accoun; Betamo Casino also is not responsible for any lost funds deposited from third party accounts."
Could you please forward your cashier history to petronela.k@casino.guru? Would you be able to prove that you are a legitimate owner of the payment method? Does your wife / girlfriend have an account in the same casino too?
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Dear Hasan,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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3 years ago
Translation
Firstly, in the terms and conditions it is stated that the respective account which is used for the deposit must be my own bank account where I am also the owner, whether joint account or individual account is the same in this case.
Second, as a casino operator, such important information cannot be imposed on the unsuspecting players in the terms and conditions at the bottom. If it is such an important point, it should be checked when making a deposit in order to prevent money laundering and other things. But no, even if you deposit 20 thousand euros, the bank will only be checked as soon as you want to pay out 50 euros, for example. The casinos are not interested in protecting the legal position of other banks and owners, but only in enriching themselves.
Automatic translation:
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3 years ago
Hello, Hasan,
I fully understand your point of view. Would you be able to prove that you are a legitimate owner of the payment method? Does your wife / girlfriend have an account in the same casino too? Thank you in advance for your reply.
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3 years ago
Translation
As far as I have sent all the documents to the casino, you have transferred everything to me and reopened my account so this case is solved, thank you again.
Automatic translation:
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3 years ago
As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Hasan, for your confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
