AMPM Casino - Pelaajan voitot on takavarikoitu.

I am opening a complaint against AM/PM Casino regarding the unjust cancellation of €3,500 from my balance. 

The casino claims that according to rule 2.17, my maximum withdrawal is capped at 20x my deposit because I used the promo code "AN1Q". They state in their email that my deposit was only €15, justifying a €300 payout.

This is factually and mathematically incorrect. As proven by my account history, I deposited a total of €25 (€10 + €15 via NeoGPay) on June 17, 2026, before playing. Even under their own 20x rule, the payout cap should be at least €500, not €300. 

Furthermore, the administration completely annulled my remaining €3,500 instead of reviewing the actual total deposit made. The casino is using false deposit figures to withhold my legitimate winnings. I request CasinoGuru to intervene and help recover my funds.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the issue you are experiencing. Please allow me to ask you a few questions to better understand your situation.

• Could you please send me the exact link to the bonus terms or a screenshot of the bonus you activated and played with?
• How did you find this bonus? Was it available on the casino website, was it sent to you via email, or did you find it on a third-party website?

Please note that a maximum winnings cap on bonuses is usually applied to a single deposit only, not to all deposits made by a player. It is linked to the specific bonus activated with a particular deposit. Therefore, if you made a €15 deposit to receive the bonus, the 20x cap would apply only to this specific deposit amount.

• Were your winnings capped in any way immediately after you completed the bonus wagering requirements, or only after you submitted your withdrawal request?
• Are the €3,500 you are currently requesting part of the balance you won while the bonus was active? If so, and you had already reached the maximum allowed winnings according to the bonus terms, please note that the remaining amount is removed by the casino, as it represents bonus-related funds subject to the maximum cashout rule.

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

Dear Sioone,

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.

I sent the screenshots.

Habe die Screenshots gesendet

Thank you for your email. Unfortunately, the screenshots you provided do not show the information I requested from you.

Please send me a screenshot of the bonus you activated and played with. If you received a promotional email with this bonus, please forward the original email to me.

Also, it would be very helpful if you responded to the questions I gave you in my previous reply:

• Were your winnings capped in any way immediately after you completed the bonus wagering requirements, or only after you submitted your withdrawal request?
• Are the €3,500 you are currently requesting part of the balance you won while the bonus was active? If so, and you had already reached the maximum allowed winnings according to the bonus terms, please note that the remaining amount is removed by the casino, as it represents bonus-related funds subject to the maximum cashout rule.

Dear Sioone,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru