PlayAmo Casino - Pelaajan tili on suljettu ja voitot takavarikoitu.

I have been a customer of PlayAmo Casino for approximately 7 years.

Recently, I won $35,000 AUD and attempted to withdraw the maximum allowed amount of $6,000 AUD, leaving approximately $29,000 AUD in my account to be withdrawn. After submitting my withdrawal request and completing verification, my account was suddenly closed and all of my winnings were confiscated.

I was accused of violating the casino’s Terms and Conditions regarding duplicate accounts. However, no evidence has been provided to support this allegation, despite my formal request for clarification.

My account has existed for many years, and any outdated information (such as a previous address) is due to the age of the account, not any intentional breach. I do not knowingly operate multiple active accounts and have not engaged in any bonus abuse or fraudulent behaviour.

The casino has refused to provide transparency or supporting evidence and has instead relied on a general statement that they have final authority to make decisions without explanation.

This issue was only raised after I achieved a significant win, despite my account being active and used without issue for several years.

I believe this action is unfair, disproportionate, and lacks proper justification. I respectfully request a full investigation into this matter and the release of my legitimate winnings.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Attila

Hello Attila,

Thank you for your response and for reviewing my case.

To answer your questions:

• I am not aware of anyone in my household or using the same IP address who has created or used an account with this casino.

• Yes, I completed the KYC verification process and provided all requested documents. My account was verified before it was disabled.

• I did not activate any bonus offers. At the time I requested the withdrawal, the bonus balance was $0 AUD and the full amount of approximately $35,000 AUD was shown as withdrawable.

Additionally, I would like to mention that I received a payment of $1,360 AUD from the casino last night. This amount exceeds my total deposits; however, it does not reflect my total winnings of approximately $35,000 AUD, and the remaining balance has not been paid.

Please let me know if you require any further information.

Hello Atilla,

I am just following up regarding my complaint as my last reply has been showing as "waiting for approval" for 6 days now.

I wanted to check if you require any additional information from me to proceed?

I would really appreciate any update, as I am keen to move forward with resolving this.

Thank you for your assistance.

Dear Player, thank you for your response. Is there a possibility that you have utilized a VPN or IP-masking software to alter your real location while accessing the casino website? Additionally, is there a possibility that you have already opened an account at PlayAmo Casino in the past?

Thank you in advance for your response.

Hello Attila,

Thank you for your continued assistance.

I have not used any VPN or IP-masking software while accessing the casino. I have always accessed my account normally from my personal device.

Regarding a previous account, I have been a customer of PlayAmo for several years, and while reviewing my emails this week I did come across an older message in my spam folder that I was previously unaware of, indicating a possible duplicate account. However, I was not actively aware of or using multiple accounts, and I have only ever used and verified one account.

If another account was created in the past under a different email, this was not intentional, and it has not been used by me to gain any advantage.

I would also like to note that the casino had previously contacted me regarding this matter, and my account remained active and usable afterwards. I was able to continue playing, depositing, and later complete verification without any issue, so I believed everything was in order. I also continued receiving promotional communications from the casino, including as recently as March, which further reinforced my understanding that my account was in good standing.

Given these circumstances, I trusted that my account was compliant, and I am therefore concerned about the fairness of the decision made only after my withdrawal request.

Please let me know if you require any further information.

Thanks.

Hello Atilla,

I am just following up regarding my complaint as my last reply has been showing as "waiting for approval" for 6 days now.

I wanted to check if you require any additional information from me to proceed?

I would really appreciate any update, as I am keen to move forward with resolving this.

Thank you for your assistance.

Dear Player,

Thank you for your response. Could you please forward the email from the casino directly to me at attila.g@casino.guru? Additionally, have you made any deposits into your previous account?

Have you utilized any bonuses?

Thank you in advance for your cooperation.

Hello Attila,

As requested, I have forwarded the email I received from PlayAmo regarding the possible duplicate account. I have also included an additional promotional emails I received from the casino, which shows that my account remained active and in good standing after this issue was raised.

To clarify, I did not use any bonuses in relation to my winnings. All gameplay was conducted using my own deposited funds.

Please let me know if you require any further information.

Hello Attila,

I would also like to highlight an additional point that I believe is relevant to my case.

Since my account was closed and my $35,000 winnings were confiscated, I have regained access to my old iCloud email account and have started receiving promotional communications from PlayAmo on that email address on 2 April 2026 and again on 3 April 2026.

Given that this email is associated with the alleged duplicate account, I find it unclear why the casino would continue to send promotional material to this account if it is considered a violation of their Terms and Conditions.

This raises further questions as to whether the account remains active and unrestricted, and why no action was taken previously if this was considered a serious breach.

For clarity, I have not logged into that account or interacted with any of these promotions following the confiscation of my winnings.

Could you please request that the casino clarify:

1. Why promotional communications are being sent to this account.
2. Whether the account is currently considered active and valid within their system
3. Whether the duplicate account flag may be related to updates I made to my details, such as changing my email address, phone number, or home address.

I have forwarded these emails to you via email for review also.

Thank you for your assistance.

Kind regards,

[redacted]

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, Michal (michal.k@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,

Attila

Hey Attila,

Thank you for your assistance and for progressing my case to the next stage. I appreciate your time and support.

Kind Regards

Amber

Hello Amber12345,

My name is Michal, and I have taken over handling your complaint. I have reviewed the case and will be reaching out to the casino to gain further clarity on the situation and explore whether I can assist in resolving it.

We would like to invite PlayAmo Casino to join the conversation.

Dear PlayAmo Casino,

While we acknowledge that each player is permitted to open only one account—a rule that is an industry standard across online casinos—we believe that it is important to consider situations where a player may have inadvertently created an additional account without awareness of an old, already existing one, especially if the original account has remained inactive for a significant period. Furthermore, in cases where the player has not made use of any bonuses, and the previous account was not subject to self-exclusion, responsible gaming measures, or any prior rule violations, the existence of multiple or duplicate accounts—particularly where no clear unfair advantage has been gained—may not, in itself, constitute sufficient grounds for the confiscation of winnings that were fairly obtained through the "main" account. Kindly provide any information and evidence you have regarding the old and current player accounts. If there are any additional factors influencing your decision, please feel free to share them. Should this information and evidence not be suitable for public disclosure, you may forward it to me directly at michal.k@casino.guru for an independent review.

Thank you in advance.

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 Amber12345,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, should you want to pursue your complaint further, you can submit a complaint to the Tobique Gaming Commission (TGC) via the validator on the casino website.

The Gaming Authority might have more options and tools to help players.

You might find our articles Licensing Authority – Tobique Gaming Commission | Casino Guru and How to submit a complaint to a regulator | Casino Guru helpful.

Please let me know how they responded and and if they were able to help you, should you try this option at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

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

We have received the following message from the casino.

Dear Amber12345,

we're deeply sorry to hear about this experience. We will start an internal investigation to better clarify what happened, and will answer here as soon as possible.

We appreciate your patience.

The withdrawal has been cancelled and all winnings removed due to the creation of duplicate accounts, which is strictly prohibited. The account balance has been reset to the total amount deposited, and a refund has been initiated. The full deposit amount will be returned to you very soon.

Dear Playamo,

Thank you for your response.

However, I would like to respectfully challenge this conclusion, as no evidence has been provided to support the claim of duplicate accounts.

I kindly request that the casino provide clear and specific details regarding:

• Which accounts are considered duplicates

• When these accounts were created

• What specific data links them (e.g. IP address, device, personal details)

• Whether these accounts were ever used simultaneously or to gain any unfair advantage

To my knowledge, I have only ever actively used and verified one account. Any potential duplication may be related to historical or outdated information (such as previous email addresses or updates to my personal details), rather than any intentional creation of multiple accounts.

I would also like to highlight that the casino appears to have been aware of a potential duplicate account as early as November 2025, based on prior communication I received. Despite this, no restrictions were applied at that time. I was allowed to continue playing, depositing, and later completed full KYC verification without issue. I also continued to receive promotional communications from the casino.

Given this prior awareness, it is concerning that no action was taken earlier, and that this issue has only been enforced following my significant winnings. This raises serious concerns regarding the consistency and fairness in the application of the casino’s Terms and Conditions.

Additionally:

• My account successfully passed full KYC verification prior to closure

• No bonuses were used in relation to my winnings

• My account remained active and unrestricted for years before this issue was raised

• I continue to receive promotional communications on the email associated with the alleged duplicate account, which raises further questions as to whether this account is still considered active within the casino’s system

Given these factors, I believe the confiscation of my winnings is disproportionate and not sufficiently justified without clear supporting evidence.

I kindly request that this matter be reviewed again with full transparency.

Kind regards,

Amber

Dear Michal / PlayAmo,

Thank you for your response.

However, I would like to respectfully challenge this conclusion, as no evidence has been provided to support the claim of duplicate accounts.

I kindly request that the casino provide clear and specific details regarding:

• Which accounts are considered duplicates

• When these accounts were created

• What specific data links them (e.g. IP address, device, personal details)

• Whether these accounts were ever used simultaneously or to gain any unfair advantage

To my knowledge, I have only ever actively used and verified one account. Any potential duplication may be related to historical or outdated information (such as previous email addresses or updates to my personal details), rather than any intentional creation of multiple accounts.

I would also like to highlight that the casino appears to have been aware of a potential duplicate account as early as November 2025, based on prior communication I received. Despite this, no restrictions were applied at that time. I was allowed to continue playing, depositing, and later completed full KYC verification without issue. I also continued to receive promotional communications from the casino.

Given this prior awareness, it is concerning that no action was taken earlier, and that this issue has only been enforced following my significant winnings. This raises serious concerns regarding the consistency and fairness in the application of the casino’s Terms and Conditions.

Additionally:

• My account successfully passed full KYC verification prior to closure

• No bonuses were used in relation to my winnings

• My account remained active and unrestricted for years before this issue was raised

• I continue to receive promotional communications on the email associated with the alleged duplicate account, which raises further questions as to whether this account is still considered active within the casino’s system

Given these factors, I believe the confiscation of my winnings is disproportionate and not sufficiently justified without clear supporting evidence.

I kindly request that this matter be reviewed again with full transparency.

Michal I have sent you an email containing further promotional material I continue to receive from PlayAmo.

Kind regards,

Amber

In addition to the above, Michal, I have sent you an email containing further promotional material I continue to receive from PlayAmo.

Kind Regards,

Amber

As previously communicated, the withdrawal was cancelled and the associated winnings were removed due to the detection of duplicate account activity, which is strictly prohibited under our terms and conditions. The account balance was reset to the total amount deposited, and a refund was initiated. Further details regarding the duplicate account findings will be provided directly to the Complaint Specialist in the next days.

Dear Amber12345,

Thank you for your response.

I understand your request; however, in general, detailed information and evidence are not shared with the involved player or made public, as there is a risk that such material could be misused to circumvent established security and compliance procedures. Such documentation is typically only shared with the relevant regulatory authorities or alternative dispute resolution bodies, as us.

Please be assured that I will carefully review all available information and evidence in full before reaching any conclusion.

Regarding promotional and marketing emails, these are often not directly linked to the status of your account, as they are usually managed through a separate marketing database. If you no longer wish to receive such communications, you can opt out at any time using the unsubscribe link provided in the email.

Dear PlayAmo Casino,

Kindly provide supporting evidence to me at michal.k@casino.guru regarding the alleged multiple accounts linked to the player in question at PlayAmo Casino, specifically including details on when each account was created, periods of gameplay activity, and the dates of last activity for each account.

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 Michal, we sent an e-mail to your designated address on Fri 8 May, 08:25 (GMT+1) with the relevant information.

Dear PlayAmo Casino,

Thank you for your email.

I have replied with some additional questions regarding the case and look forward to your response and further clarification.

Dear Michal, thank you for your questions. We forwarded them to our technical team and we will answer you as soon as possible.

Dear PlayAmo Casino,

Thank you for your email.

I have replied with some additional questions regarding the case and look forward to your response and further clarification.

Dear Amber12345,

I have reached out to you via email with some questions I would appreciate you clarifying for me.

Hello Michal,

Thank you for your continued assistance with this matter.

I have replied to your email and provided clarification regarding the questions raised, including the November 2025 communication from the casino regarding a possible duplicate account.

I appreciate you taking the time to review the matter further, and I look forward to the casino providing additional clarification and evidence regarding their findings, including an explanation as to why no preventative action was taken when the casino first identified a potential duplicate account in November 2025. Despite the casino apparently being aware of this issue at that time, my account remained active and unrestricted for several months. I was permitted to continue depositing, playing, and later successfully completed full KYC verification, before my account was ultimately closed and approximately $35,000 in winnings confiscated following the large win.

Kind regards,

Amber

Dear Amber12345,

Thank you for your emails. I have responded appropriately.

Dear PlayAmo Casino,

I'm awaiting your reply to my latest email. I look forward to receiving it shortly.

Dear Michal,

We sent you the extra information requested via e-mail.

Dear PlayAmo Casino,

Thank you for your email and for providing the additional evidence. I have shared my thoughts on how this matter can be resolved and am awaiting your reply.

Dear Amber12345,

I would like to provide you with a brief update regarding your complaint.

I am still actively engaged in discussions with the casino team with the aim of reaching a reasonable and proportionate consensus regarding the appropriate handling of this matter.

I hope to be able to provide you with a more detailed update once the ongoing discussions progress further and additional clarification is obtained.

Dear PlayAmo Casino,

I have responded to your previous email and look forward to receiving your reply within a reasonable timeframe.

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 Michal,

Thank you for following this up. I really appreciate your assistance and look forward to hearing any updates once the casino responds.

Dear Amber12345,

I would like to provide you with an update regarding your case.

I have been engaged in extensive discussions with the casino team regarding your situation, with the aim of reaching a reasonable and proportionate consensus on how this matter should be handled.

During our investigation, it became apparent that both parties have valid arguments supporting their respective positions. From a technical perspective, you did create and use multiple accounts, which is generally prohibited under the Terms and Conditions of virtually all online casinos. As such, the casino had grounds to address the issue and enforce its rules.

However, our assessment cannot end there. While the casino has established the existence of multiple accounts, it has not demonstrated how this circumstance provided you with any unfair advantage or resulted in any apparent harm to the operator. The account in question had been inactive for several years. Furthermore, the casino was already aware of the existence of your previous account and had specifically raised the matter with you in November 2025. Despite this, your newer account remained open, you were permitted to deposit and play, and no action was taken by the casinos until after you achieved significant winnings.

From our perspective, this sequence of events raises important concerns regarding fairness and consistency. It is a principle we strongly advocate that operators should identify and address account-related issues at the earliest reasonable opportunity, rather than allowing gameplay to continue, face losses, and only enforcing restrictions after a substantial win has occurred.

We also believe it is important to distinguish between deliberate multi-accounting intended to circumvent casino rules and situations where a player unintentionally creates an additional account without realising that a previously registered account still exists or is active, particularly when the earlier account has remained dormant for years. In your case, the older account was not associated with self-exclusion measures, responsible gambling restrictions, bonus abuse, or any other form of misconduct that would indicate an attempt to gain an unfair advantage with the new account.

Under these circumstances, we are unable to conclude that the mere existence of a duplicate account, in itself, constitutes sufficient grounds for the confiscation of legitimately obtained winnings.

Our position in a situation like this is explained in our Fair Gambling Codex: Our Views on Problematic Areas

I have shared my assessment, observations and how this case should be resolved with the casino team and am currently awaiting what appears to be their final position on the matter.

While I remain hopeful that a mutually acceptable resolution can still be reached, I must also acknowledge the possibility that the casino may ultimately decide to maintain its current stance.

I hope to receive an update from the casino in a timely manner and will keep you informed of any developments as soon as they become available.

Dear PlayAmo Casino,

I have responded to your previous email and look forward to receiving your reply within a reasonable timeframe.

I hope for a mutual understanding of the circumstances of this case, with the aim of reaching a fair and reasonable resolution.

I look forward to your response.

Dear Amber12345,

Unfortunately, despite my quite extensive communication with the casino, we were unable to reach a consensus, and the casino has maintained its original decision.

As previously explained, from a technical standpoint, you did create and use multiple accounts, which is generally prohibited under the terms and conditions of virtually all online casinos. On that basis, the casino had grounds to apply its rules in relation to the account in question. On the other hand, it is important to note that the original account had been inactive for several years. Furthermore, the casino had already identified the existence of the earlier account and specifically raised this matter with you in November 2025. Despite this, the subsequent account remained active, deposits and gameplay were permitted, and no restrictive measures were applied until after significant winnings were generated.

From our perspective, this sequence of events raises concerns in relation to fairness and consistency of enforcement. We generally expect operators to identify and address account-related issues at the earliest reasonable opportunity, rather than allowing continued gameplay and only enforcing restrictions after substantial winnings have been achieved.

We also consider it important to distinguish between deliberate multi-accounting intended to circumvent casino rules and situations where a player may unintentionally create an additional account without being aware that a previous registration still exists, particularly where the earlier account has been dormant for an extended period. In this case, the original account was not associated with self-exclusion, responsible gambling measures, bonus abuse, or any other conduct indicating an intent to gain an unfair advantage.

While we acknowledge the casino’s right to enforce its terms and conditions, we do not consider the operator’s approach in this instance to be fully fair in the broader context of the case. In comparable situations at other reputable operators, a more proportionate and player-oriented resolution would typically be expected.

As a result, I will mark this complaint as Unresolved - Against Fair Gambling in our system.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. The unresolved status will not only have a negative impact on the casino’s Safety Index rating, but will also serve as a warning to other players regarding their practices.

If the casino decides to react and handles the matter appropriately, we will reopen the complaint, and you will be notified by email.

If you wish to pursue your case further, you may consider contacting the casino’s licensing authority or any other competent authority within your jurisdiction. Unfortunately, this is where any potential assistance from our side in relation to your case concludes.

For future reference, to help avoid similar situations, I would recommend confirming with the casino’s support team whether you may already hold an existing account before depositing or playing at a given casino. It is also advisable to consistently use a single dedicated email address when engaging with online casinos, as this can make it easier for both you and the operator to maintain clear records of your activity across different platforms.

I am sorry that I could not be of more assistance on this occasion.

Best regards,

Michal

Casino Guru