Playamo Casino - Player cannot withdraw his winnings due to having multiple accounts.

I have made an acc on platform over 7 months ago, dormant not used anymore as I couldn't verify my identity as the bank acc I used was my dads old one, and i didnt have utility bills to my name etc. So when I tried cashing out once it didnt let me, and i didnt use it again.

In between i have a new job and made a bank acc in my own name, so I made another acc on playamo not knowing that I breached their T&C's of having duplicate accounts. I recently won 1.8k and tried cashing out and was redflagged for having 2 accs. They have asked me to explain to them why etc. which I did.. I have nothing to hide and it was an honest mistake as I didnt gain anything from the second acc, I just thought It would help me to verify my ID etc for cashouts.

I have appealed with them not to delete my account and accept my apology as I was not aware I had breached any kind of agreement. I know im in the wrong, I just know that im honest and didnt intend on cheating or scamming, so I feel like them deleting my account and seizing my funds is very harsh. I told them I am more than happy for them to delete my old account as I used it literally 2 times. They asked me to take a selfie with my ID which I did and upload it.

I have taken every avenue to prove my identity necessary and have provided them with every bit of information required. I need help in solving this problem.

What are the odds of them letting me keep the account and the funds I won?

Is there any kind of appeal system?

How do I prove it wasn't intentional and I didnt benefit in any way shape or form from the mistake I made.

I have invested a lot of money into this account and feel cheated that no one informed of this situation on my first deposit, rather months down the track when I tried to cash something out.

Looking forward to your help,

Thank you.

Dear Milan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will try to contact the casino and ask for their standpoint, however, I can’t promise you a positive outcome. I found this in the casino’s T&Cs:

"Each player can create only one personal user account. Creating multiple user accounts by a player can lead to termination of the accounts and suspending of all payouts. Please have in mind that the casino reserves the right to reject a deposit refund request in case a duplicate account is detected."

Most casinos have a term similar to this one and they only check for duplicate accounts as a part of the verification process, which is generally done when a player asks for a withdrawal. I would like to emphasize, that we believe that it is the responsibility of players to make sure that they don't create multiple accounts at the same casino. Not because we think it's the right way to do it, but because it's the industry standard, and we cannot penalize all casinos that don't enforce the 'one account per player' rule. 

Therefore, we advise all our players to carefully read the casino’s General and Bonus T&Cs, to avoid problems like this.

Would you be so kind and forward me any relevant communication between you and the casino? My email address is kristina.s@casino.guru. Looking forward to hearing from you. 

Best regards,

Kristina

We are closing this complaint as 'resolved', because we received this email from Milan:

"Thanks for your consideration

It has all been resolved

Thank you "

Thank you, Milan, for contacting Casino Guru, and I hope you won't come across similar problem again. I wish you good luck!