The player from Entre Ríos experienced account closure at Vamo Play after he had successfully used a promotional bonus to increase his balance to nearly $20,000 ARS. He was not asked for identity verification and was not informed of the specific violation of terms that led to his account being permanently closed. Despite multiple requests for clarification, he received no further information. We contacted the casino requesting supporting evidence for the account closure but were refused due to confidentiality of internal procedures. Consequently, the complaint was closed as unresolved due to lack of verifiable evidence.
Vamo Play Casino - Player's account has been closed without explanation.
Unresolved
Our verdict
Insufficient evidence from casino
Black points: 250
Amount: $20,000 ARS
Vamo Play Casino
Safety Index 6.4 Below averageCase summary
Discussion
Public
Public
3 weeks ago
Translation
⚠️ My recent experience with Vamo Play
I want to share what happened so that other players are informed and can draw their own conclusions.
I signed up for Vamo Play to try out the platform.
I received a free promotion of approximately $2,900 ARS granted by the casino itself.
I used that promotion and managed to increase my balance to nearly $20,000 ARS.
When I requested to withdraw my winnings, my account was blocked.
I had never made deposits on the platform before.
I was also not asked for identity verification (KYC) before the block.
I was later informed that my account had been permanently closed due to an alleged violation of the Terms and Conditions.
Given this situation, I requested on several occasions:
✔️ The specific clause allegedly infringed.
✔️ The nature of the infringement.
✔️ A concrete explanation of the decision.
The only response received was that the decision was final, that there was no possibility of appeal, and that they could not provide any further information.
To this day, I still don't know which rule they claim I broke.
I am not claiming that fraud occurred, nor am I making accusations I cannot prove. I am simply sharing the facts and documentation of my case so that each player can evaluate for themselves the level of transparency with which this situation was handled.
If anyone has had a similar experience with Vamo Play, I'd like to hear about it.
Automatic translation:
Public
Public
3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vamo Play Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- How did you learn about your account being blocked?
- Which payment method have you used to withdraw?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Could you please share with me your communication with the casino regarding the accusations made against you and other supporting evidence? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
3 weeks ago
TranslationHello Tomás,
Thank you so much for responding and for your interest in my case.
I'd like to begin by mentioning that I learned about Vamo Play Casino through a positive review published on Casino Guru. Because of the good rating and the information available on their site, I decided to register and try the platform.
Regarding your questions:
- My account was recently created, as I was trying out the casino for the first time.
- The account was blocked immediately after requesting a withdrawal of approximately 20,000 ARS obtained from a free promotion granted by the casino itself.
- I never managed to complete a withdrawal, as the account was blocked before the process could proceed.
- I didn't make any deposits either. My experience was limited to using the promotion I received, playing, and then requesting a withdrawal of my winnings.
- I found out about the block when I tried to access the account and later when I contacted support.
The most worrying aspect of the situation is not only the closure of the account, but that Vamo Play has systematically refused to indicate what the alleged infraction was.
During several exchanges I requested:
- The specific clause of the terms and conditions that I allegedly violated.
- The nature of the infringement.
- A concrete explanation of the decision.
The only response received was that the Risk and Compliance Department detected a breach of the terms and conditions, that the decision was final, and that they would not provide any further details.
Even when I explicitly asked if the decision was related to abuse of bonuses or promotions, they refused to answer yes or no.
For this reason, I believe the main problem is the complete lack of transparency. To date, I don't know exactly what I'm being accused of or which rule they claim I violated.
I will compile all the screenshots, emails, and conversations I have had with the casino and send them to you as soon as possible, as I believe they clearly reflect the operator's constant refusal to provide specific information about the reason for the block.
Thank you so much for your help and for reviewing this case.
Sincerely,
Emiliano
Automatic translation:
Public
Public
3 weeks ago
TranslationHello Tomás,
Thank you so much for responding and for your interest in my case.
I'd like to begin by mentioning that I learned about Vamo Play Casino through a positive review published on Casino Guru. Because of the good rating and the information available on their site, I decided to register and try the platform.
Regarding your questions:
- My account was recently created, as I was trying out the casino for the first time.
- The account was blocked immediately after requesting a withdrawal of approximately 20,000 ARS obtained from a free promotion granted by the casino itself.
- The selected withdrawal method was Mercado Pago.
- The game used to accumulate the balance was the "Sugar Rush" slot machine.
- I never managed to complete a withdrawal, as the account was blocked before the process could proceed.
- I didn't make any deposits either. My experience was limited to using the promotion I received, playing, and then requesting a withdrawal of my winnings.
- I found out about the block when I tried to access the account and later when I contacted support.
The most worrying aspect of the situation is not only the closure of the account, but that Vamo Play has systematically refused to indicate what the alleged infraction was.
During several exchanges I requested:
- The specific clause of the terms and conditions that I allegedly violated.
- The nature of the infringement.
- A concrete explanation of the decision.
The only response received was that the Risk and Compliance Department detected a breach of the terms and conditions, that the decision was final, and that they would not provide any further details.
Even when I explicitly asked if the decision was related to abuse of bonuses or promotions, they refused to answer yes or no.
For this reason, I believe the main problem is the complete lack of transparency. To date, I don't know exactly what I'm being accused of or which rule they claim I violated.
As you requested, I have already emailed you all communications with Vamo Play, including emails exchanged with support and responses where they refuse to identify the alleged infringement.
Thank you very much for your help and for reviewing this case. I am available to provide any additional information that may be useful during the investigation.
Sincerely,
Emiliano
Automatic translation:
Public
Public
2 weeks ago
Dear ElReydelProducto,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Tomas
Public
Public
2 weeks ago
Hello ElReydelProducto,
I’m sorry to hear about the difficulties you’ve been experiencing.
My name is Barbora, and I’ll be handling your complaint from this point onward.
As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.
Best regards,
Barbora
Public
Public
1 week ago
Dear ElReydelProducto,
I would like to provide a brief update regarding your complaint.
I am currently in contact with the casino via email. While they have informed me that they consider your account to have breached their Terms and Conditions, I have requested that they provide supporting evidence or additional details to substantiate their decision.
At this stage, I am waiting for their response. As soon as I receive any new information, I will update you here.
Thank you for your patience.
Public
Public
1 week ago
Dear ElReydelProducto,
I would like to provide a brief update regarding your complaint.
I am currently in contact with the casino outside of this public thread and we are discussing the circumstances of your case. At this stage, I have requested additional supporting evidence to verify the casino's conclusions before making any assessment.
As soon as I receive their response, I will review the information and update you here.
Thank you for your patience.
Public
Public
5 days ago
Dear ElReydelProducto,
Thank you for your patience throughout this process.
After reviewing the information provided by the casino, I must unfortunately close this complaint as unresolved.
The casino stated that your account was closed due to a violation of its Terms and Conditions. However, despite our request, it declined to provide the technical evidence or supporting documentation necessary for us to independently verify these conclusions, citing the confidentiality of its internal fraud detection procedures.
As an independent mediation service, we are unable to uphold such a decision without sufficient supporting evidence. Therefore, this complaint will be closed as unresolved, which may have a negative impact on the casino's Safety Index.
Should the casino decide to cooperate with us in the future and provide the requested evidence, we will gladly reopen the complaint and continue our review.
Thank you for your cooperation throughout this process, and I wish you all the best.
Kind regards,
Barbora
