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📋 Betreff / Title für die Beschwerde

Unjust account closure, fabricated accusations, and confiscation of €1,400 legitimate cash winnings (Account: [redacted])

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✍️ Beschwerdetext / Complaint Details

Hello,

I am opening this official complaint against AmPm Casino because they blocked my account and confiscated my legitimate cash winnings of €1,400.

The casino is using automated excuses and has now completely shut down communication, stating "the case is closed" and refusing to look at my evidence. However, I have taken screenshots of my entire gaming history, bonus status, and support chats before they attempted to wipe the data.

Here is the exact timeline and the facts that completely debunk the casino’s accusations:

## 1. The "Duplicate Account / Shared IP" Accusation is False

The casino claims "duplicate usage". This is factually incorrect. My sister and I are two entirely separate individuals living in two different households.

* My Address: House number 122a

* My Sister's Address: House number 122

* The brief shared IP happened naturally because we were sitting together while our children played. We are separate customers and have official government IDs/registration certificates (Meldebescheinigung) to prove our separate households.

## 2. Bonus No. 1 (Promo Code: EL100) — Absolutely NO WAGER

I activated the code EL100. The official terms stated: "100 FS in Elvis Frog TRUEWAYS • NO WAGER — keep what you win!" Every cent won from these free spins was instantly 100% unconditional raw cash. There were zero wagering requirements running in the background.

## 3. Bonus No. 2 (Promo Code: SPRED) — Mathematically Completed

I activated the code SPRED with a €12 deposit. The in-game info terms were: 80 Free Spins, 15x wagering on FS winnings, Max Bet €3.00.

* My winnings from the free spins were exactly €4.60.

* Mathematically, the required wagering was: €4.60 × 15 = €69.00 total bets.

* I easily completed this requirement. The casino system itself confirmed this by displaying "Finish / Congratulations" in my history and moving the balance (approx. €180) to my raw cash wallet.

* I strictly played with €2.00 bets, which is well below the €3.00 maximum limit.

## 4. The €1,400 Was Won Purely in Cash Mode

After BOTH bonuses were fully completed and cleared by the system, I continued playing for over 3 hours. I built my balance up to €1,900 purely in raw cash mode (without any active bonus restrictions). I then requested a withdrawal of €1,500 (leaving some funds behind). Out of this, €1,400 is the pure, honest win that the casino now refuses to pay out.

## 5. Deletion of Evidence and Intimidation

After I requested the payout, the casino support unprofessionally deleted the detailed bonus history from my overview (only leaving the "Finish" tab visible). Furthermore, the support threatened to ban me simply because I used AI assistance to translate and write my emails politely. They have now completely refused to review the case.

I have attached all the screenshots showing the "Finish" status, the promo codes, the €2.00 bet sizes, and the support's refusal to cooperate. I request the mediation team to force AmPm Casino to look at our IDs, verify our separate households, and release my rightful €1,400.

Thank you for your help.

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Dear Ayl123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the closure of your account and the confiscation of your winnings.

To better understand your situation and assist you effectively, could you please provide us with some additional information? Here are a few questions:

• Did you use only your own device to access your casino account?
• Did you pass the verification before you lost access to the account?
• Which documents were you asked to provide during the process?
• Did your sister activate the same bonus at around the same time as you?

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

Best regards,

Jean

Thanks for your support, I'm really quite angry about this kind of behavior.

Yes, I only used my device to participate in the games. I registered my details during the sign-up process; they didn't ask for any identification, not even when I started the withdrawal, as there was never any indication that anything was wrong.

No attempt at clarification was ever made.

I was in the process of uploading the documents, but I barely had the time because I was so worried and desperate about what had happened to the money. No information whatsoever. I made the deposit using my wallet, debit card, and Paysafe account.

Yes, as far as I know, she also used these codes regarding, I believe, the one I used most recently.

It's a shame that someone is treated like that. Sure, it's annoying, but I can't exactly tell my sister, "Hey, stay out of the casino when you're at my place or I'm at hers." After all, we can prove that we live in separate households.

That wasn't addressed either.

But I'm not going to just look the other way and give up so easily, because it's 1400 euros that I won, and I was very happy about it. And now this. Sad... I don't know how this case will turn out. But others should beware of these people.

I hope that the people in charge at AmPm casino won't let this stand and will contact me and transfer my money back to me because it is mine.

1400 euros is a lot of money for a mother with a child.

Should you require any further documents, I can provide them at any time.

Danke erst einmal für eure Unterstützung, ich bin echt etwas sauer auf diese Art verhalten.

Ja ich habe ausschließlich mein Gerät benutzt, um dort an den spielen teilzunehmen. Ich habe meine Daten dort bei der Anmeldung Registriert, man fragte nicht nach einem Ausweis Dokument auch nicht als ich die Auszahlung Begonnen hatte, da es zu keiner Zeit einen Hinweis gab das etwas falsch ist....

Auf jegliche Art einer Klärung ging man nie drauf ein.

Also ich war dabei auch die dokumente hoch zu laden nur hatte ich dazu dann kaum die Zeit da ich eben voller sorge und Verzweiflung war bzgl. Was mit dem Geld geschah. Keinerlei Infos oder sonst was. Ich habe Einzahlung mit meiner Wallet EC /Karte gemacht und Paysafe Konto.

Ja soviel ich weiss nutzte sie diese Codes auch bzgl. Glaube ich den ich auch zu letzt genutzt habe.

Schade nur das man so umgeht mit jemand. Klar ist es ärgerlich, nur kann ich nicht Meiner Schwester sagen hey bleib mal aus dem Casino raus wenn du bei mir bist oder ich bei ihr. Den immer hin können wir beweisen das es sich um getrennte Haushalte handelt.

Darauf ging man ja auch nicht ein.

Aber ich werde eben nicht einfach weg schauen und so leicht aufgegeben den es sind 1400euro die mein Gewinn sind und ich sehr glücklich darüber war. Nur jetzt sowas. Traurig....ich weiss auch nicht wie es mit diesem Fall weitergeht. Nur sollen andere eben vor diesen Leuten sich in acht nehmen.

Ich hoffe ja das die Verantwortlichen von AmPm casino das nicht so stehen lassen wollen , und auf mich zukommen, mir mein Geld überweisen weil es eben meins ist.

1400euro ist für eine Mama mit Kind viel Geld.

Sollten sie noch Dokumente brauchen kann ich jederzeit offen belegen .

Dear Jean,

Thank you for taking over my case.

Here are my precise answers to your questions to clarify the situation:Did you use exclusively your own device to access your casino account?Yes, I strictly used my own mobile device to log into my account. However, my sister and I were sitting together while our children were playing, and we temporarily shared the same Wi-Fi connection (same IP address).

Did you pass the verification before you lost access to your account?No, I did not have the chance to fully complete the official verification process. As soon as I submitted my withdrawal request and corrected a small typo with my card details as requested by support, the casino immediately locked my account and confiscated my winnings.Which documents were provided by you during the process?I was not asked to provide any specific documents before the ban. However, I have all necessary documents completely ready to prove my identity and separate household. This includes my government ID and my registration certificate (Meldebescheinigung). My sister also has her documents ready to prove she is a separate person living at a different address.Did your sister activate the same bonus at approximately the same time as you?My sister registered a short time ago and also played that night. She used a deposit of €12 for an 80 Free Spins bonus (Promo: SPRED) and previously a 150 Free Spins bonus for €20. I also completed my bonuses.Crucial Evidence Attached:I would like to highly emphasize that I have clear screenshots and a screen recording proving that both of my bonuses were completely finished and cleared by the system (Status: "Finish / Wagered").As you can see in my attached evidence, my balance of €1,500.94 was listed strictly as pure Cash / Real Money (Echtgeld) and my Bonus balance was €0.00. I played strictly under the rules with €2.00 bets (the limit was €3.00) for over 3 hours in pure cash mode after the bonus was already fully completed. The casino subsequently deleted my bonus history from my overview and threatened to ban me for using AI translation help when I tried to complain.I am uploading the screenshot of my raw cash balance, the promo terms, and the support threats. I can also provide the full screen recording upon request.Thank you for your assistance in recovering my €1,400 withdrawal.Best regards,Ayl123

Do you still need all the screenshots, including those from when my account wasn't blocked yet, where they kept saying different things, and also from the first payout request?

I made a mistake in the payment details regarding the card number, as I entered it in a different place.

Brauchen sie noch die ganzen Screenshots auch wo mein Account noch nicht gesperrt war wo sie immer wieder etwas anderes sagen und auch mit der ersten Auszahlungsbeantragung.

Wo ich in Details Zahlung ein fehler machte bzgl. Kartennummer . Da ich sie woanders eintrug

Dear Ayl123

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, Barborka, (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,

Jean

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite AMPM Casino representative to join this conversation.

Dear AMPM Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello,

We sent the details to jean.s@casino.guru.

Best regards,

AMPM Casino

?????

Dear AMPM Casino,

Thank you for the information provided.

I have reviewed the details sent to my colleague via email and have contacted you directly with a few follow-up questions. I will await your response before proceeding further.

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.

Oh my god, this is an unacceptable way of doing things, this way even though the evidence has been clearly shown that AMPM Casino is not acting responsibly, but oh well, that's just how it seems to be a tactic of these providers.

Oh mein Gott das ist eine Art die nicht tragbar ist, diese Art obwohl man die Beweise deutlich aufgezeigt hat sich sich von AMPM Casino nicht vernünftig handelt aber naja so ist es eben Anschein eine Masche dieser Anbieter.

Dear Ayl123,

I have tried to continue communicating with the casino regarding your complaint, but unfortunately, despite my follow-up questions, I have not received any further response from their side. Without the casino's cooperation, we are unable to investigate the matter further or help resolve your complaint. For this reason, I will now close the complaint as unresolved.

I understand this is not the outcome you were hoping for. However, unresolved complaints negatively affect the casino's Safety Index, which may encourage the operator to address similar issues more responsibly in the future. Should the casino decide to cooperate at any point, we will reopen the complaint and notify you by email.

Since the casino operates under a Curaçao license, I also recommend submitting a complaint to the Curaçao Gaming Control Board by emailing complaints@cga.cw.

Although the regulator states that it does not mediate disputes between players and operators, submitting a complaint is still worthwhile, as multiple reports may lead to increased regulatory scrutiny or other action against the operator.

When submitting your complaint, please make sure to include the name of the casino's operator, as complaints without this information may not be considered. You can also find guidance on how to submit a complaint to the regulator here: https://casino.guru/submitting-complaints-to-regulators.

If you need any assistance with submitting your complaint or if you receive a response from the regulator, please don't hesitate to contact me at barbora.p@casino.guru.

I sincerely hope your issue will eventually be resolved.

Best regards,

Barbora

We’ve reopened this complaint at the request of AMPM Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear AMPM Casino,

Thank you for requesting the reopening of this complaint. I would like to follow up on my previous email from 23 June, in which I asked for some additional clarification regarding the evidence supporting your decision to close the player's account and confiscate the winnings.

I have not received a response to those questions yet. Could you please review my previous email and provide the requested clarification so we can continue with the case?

Thank you.

I'd finally like to know the reason why I have an apartment right next to my sister's in the same building; the buildings are adjacent. It's a situation I still don't understand. I've shown my sister all the relevant documents.

That does not justify the reason for closing the account.

And it is even officially documented in official documents that there are two other addresses.

Two different people.

It's sad that the documentation still results in a rejection, as I am still officially waiting for my rightful winnings of €1400.

The only thing AMPM Casino has to say is that the facts are clear and will not be retracted.

This is a form of fraud on the part of AMPM Casino. They are taking my winnings of €1400, which belong to a single mother who only gambles occasionally.

I am very disappointed in the casino management.

Perhaps a clarification and agreement will eventually be reached.

What I personally no longer believe, well, I will wait 14 days to expect a final clarification and apology.

Because what ampm Casino does is simply enrich the lives of ordinary people who want to gamble occasionally.

To the entire team of those in charge at AMPM Casino, what you did was not fair, nor was it right. You took all the fun out of it for me; you robbed me.

I want to receive what I am entitled to.

And thank you to the team in charge at Guru who do a really good job and are always very helpful. Thank you for being there for us, for being there to support us.

LG

Ich möchte auch endlich mal den Grund wissen, den ich habe direkt neben meiner Schwester im Haus eine Wohnung die Häuser liegen zusammen, es ist eine Art und Weise die ich bis heute nicht verstehe. Habe mit meiner Schwester alle Dokumente offen gelegt.

Das es zu dem Grund der Konto schließung nicht rechtfertigen tut.

Und es offiziell sogar durch amtliche Dokumente vorliegt das zwei andere Adressen sind.

Zwei verschiedene Menschen.

Traurig das immer noch durch Beweise der Dokumente eine Ablehnung kommt zur Klärung da ich offiziell immer noch auf meinen rechtmäßigen Gewinn warte in Höhe von 1400€.

Das einzige was seitens AMPM Casino kommt der Sachverhalt ist klar und wird nicht zurück genommen.

Dies ist eine Art Betrug seitens AMPM Casino. Sie nehmen mir mein Gewinn von 1400€ einer Mutter die alleinerziehend ist und ab und zu mal etwas spielt.

Ich bin sehr enttäuscht von den Verantwortlichen des Casinos.

Vielleicht kommt es mal zu einer Klärung und Einigung.

Was ich persönlich nicht mehr glaube, naja ich werde 14 Tage abwarten um eine endgültige, Klärung und Entschuldigung zu erwarten.

Den das was das ampm Casino macht ist einfach nur bereichern an kleinen Menschen die ab und zu mal zocken wollen.

An das gesamte Team der Verantwortlichen des AMPM Casino, das was ihr getan habt ist nicht fair und. Auch nicht richtig. Sondern ihr habt mir jeglichen Spaß genommen, ihr habt mich bestohlen.

Ich möchte das was mir zu steht bekommen.

Und danke an das Team der Verantwortlichen die bei Guru einen echt guten Job machen und immer sehr hilfsbereit sind. Danke euch das es solche Leute gibt dich einem da zur Seite stehen.

LG

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.

Dear AMPM Casino,

Thank you, I have received your email and have replied with a few additional questions. I will await your response so we can continue with the case.

I would also like to know what this email you received contains, as I am very disappointed with AMPM Casino.

Ich würde gerne auch erfahren was in dieser E-Mail die sie erhalten haben steht, den ich bin sehr enttäuscht vom AMPM Casino.