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attempted to withdraw the maximum allowed amount of $6,000 AUD, leaving approximately $29,000 AUD in my account to be withdrawn.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My account has existed for many years, and any outdated information (such as a previous address) is due to the age of the account, not any intentional breach.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.

Important notice:

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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.