Bets Amigo Casino - Player’s winnings have been confiscated.

I am filing this complaint against Betsamigo because they have confiscated my legitimate winnings of €2,800.02 and refuse to provide any explanation.

On June 12, I deposited €100 of raw cash (no bonus was taken or active). I played the slot Reactoonz and had a very lucky hit, winning €3,116.10 on a normal €2.00 bet. I then played down to an even €3,000.02 and requested a €1,000 withdrawal.

The casino asked for KYC documents. I sent my Driving License, which they successfully verified and approved. 

However, instead of paying my withdrawal, they confiscated €2,800.02, leaving only my €100 deposit. They sent a generic email listing virtually every possible T&C breach (bonus abuse, VPN, duplicate accounts, fraud). 

When I emailed them back with my full transaction log proving I used NO bonus and played completely fairly, their customer support simply replied with an automated template saying "our decision is final" and completely refused to state exactly what rule I broke. 

I won this money fairly with raw cash while in my home country. The only thing that changed was that I travelled to Italy for a holiday afterwards, and they seem to have used this IP change as a malicious excuse to steal my money. 

I have all transaction logs saved and have forwarded this case to the Malta Gaming Authority (MGA) as well. I expect Betsamigo to reinstate my funds immediately.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What payment method did you use to deposit funds into your casino account?
• Have you made any successful withdrawals from this casino in the past?
• Apart from your driving licence, have you submitted any other documents to the casino as part of the verification process?
• Have you contacted the casino and explained that you were physically located in Italy and did not use any VPN or location-masking software?
• While you were on vacation in Italy, did you play any games or claim any bonuses at the casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika