Home Complaints Playamo Casino - Player has been accused of having multiple accounts.

Amount: A$800

Playamo Casino - Player has been accused of having multiple accounts.

Playamo Casino
3.5/10 Bad reputation
Submitted: 15 Jun 2020 | Unresolved : 06 Aug 2020
Our verdict

Justified complaint

UNRESOLVED

Case summary

316 days ago - 06 Aug 2020

The player from Australia make multiple deposits but wasn’t given the welcome bonus. Then he was accused of opening multiple accounts. We closed the complaint as ‘unresolved’ because haven’t reached a satisfactory agreement.

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Let me deposit $800 but wouldn’t give me welcome bonus. Told me I won free spins but also wouldn’t let me redeem them. When I questioned them they told me my account was closed and To context support. Support very rudely told me I have duplicate accounts (I don’t) and that my money is confiscated. They asked for ID before they let me deposit anything so they knew if I had a second account yet took 4 deposits off me. They said they didn’t know I had 2 accounts til after my deposits, despite having my ID & approving it before I deposited. In the same email they explained I don’t get a bonus because of duplicate accounts.. therefor if I did have 2, it shows they knew from the start. I wonder if these dodgy websites are linked to others with different names & that’s how they use this rubbish ‘duplicate account’ excuse to steal from players. I had this issue with another casino using different names under the one base casino.. but they told me they could close all others & I could keep the current one with no punishment of stealing from me and closing my account for duplicates. I believe they were ‘Emu Casino’. They may not exist anymore.


Playamo are thieves. Do not play unless you have never gambled online before. If you have an account with one of their other casinos under a different name.. they will take every bit of money you put in until you either ask a question when things don’t make sense, or if you try to cash out. And even if they pay you, their layout is outdated & slow, the games are old, & a large portion of games don’t work at all. file

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Dear Kim,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs (https://www.playamo.com/terms-and-conditions) and I found this:

„ In case the player has a duplicate account with bonuses, or same ID, or used few accounts in the same browser, or same playing scheme at both accounts, the casino reserves the right to terminate such accounts and withhold the winnings. If a customer avails of registration free spins while his/her county differs from IP address, the administration of the casino reserves the right to terminate such accounts and withhold the winnings in order to avoid negative practice in the future. If a customer or group of customers are suspected of abusing a promotion, PlayAmo reserves the right to void the bonus and any winnings."

Are you aware of opening more than one account in this casino? Have you redeemed a welcome bonus with more than one account? We believe and hope that checking for duplicate accounts during account creation will become the industry standard in the future and players will be better protected. In the meantime, each case should be considered separately.

Thank you in advance for your reply.

Best regards,

Kristina

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Dear Kim,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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Hi Kristina,


No I’m not aware of other accounts unless they have changed names or are linked to other casinos under the same umbrella. I didn’t receive any bonuses at all. I put codes in but received nothing which is why I contacted them in the end. So even if there were somehow 2 accounts, I didn’t receive any benefit. And they said I don’t get bonuses from having duplicate accounts. I tried using bonus codes from the first deposit. So they knew before that first deposit that they were going to take every cent I put in & then block me. That’s the biggest problem of all of this, I don’t care I didn’t receive bonuses. That’s not the problem. It’s letting me deposit so much money knowing they would 100% steal it in the end. As if anyone would put in $800 over 4 deposits knowing it would all be confiscated. And they knew from the start. Disgusting.


Thanks

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Thank you very much Kim for your reply. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

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Thanks Kristina.

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Hello Kim,

I looked at your complaint and will do my best to help you.

Please, can you send me all the relevan communication beetwen you and the casino to me? You can send it here: yuliia.k@guruadmins.com. Thank you in advance for your reply.

As I understand from the screenshot you sent us, you can ty to refund you deposit by contacting the casino (here is the e-mail: support@playamo.com). Please, let me know if this information was helpful.

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Emails forwarded.


Thanks Yuli.

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Hi Kim,

Thank you for your quick reply via e-mail. I have contacted the casino and hopefully, we will get the feedback regarding this issue soon. 

Best regards,

Juli

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Show English translation Show Dutch original

Thanks July.

Automatic translation
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Hey!


Sorry for the late reply.


The player have more that one account, with the same name, same DOB and the address. The initial account was closed, however, the player changed the email and registered again.


At this moment all player's accounts are closed.


If the evidence are required, it can be sent by your request.


Regards,

Playamo.

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Please send them the evidence. When was it, years ago? Were you under a different casino name? Show me evidence you were called the same name. And also why you let me play & take my money 4 times if you knew I had a second account. Which you’ve just said now I didn’t.. I had an account which I closed. That means I no longer had an account. You said you knew from my first deposit in your email to me (which I sent to casinoguru). Why not close my ‘second’ account from the start? Or tell me I have another account so I can reopen it. Oh that’s right, because you’re thieves. A good casino let’s a player know if they have more than one account.

The question here is why you took my money and let me play despite knowing (if) I had opened an account before & I would get $0 back.

You don’t have a bad rating for no reason.

I came here to out you to other potential players and warn them how you guys work. I realised later that casinoguru tries to find solutions. Letting others know my bad experience with you matters more to me than getting my money back 🙂

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Dear Playamo Casino,

I would like to ask for supporting evidence proving that this player has multiple accounts. Please forward all relevant evidence for this case to my email address: yuliia.k@guruadmins.com

Thank you in advance.




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Hello all,


The evidence has been sent to the provided email.


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Dear Kim,

We have just finished with the investigation. We received evidence from the casino confirming that you have more than one account with Playamo Casino. I'm very sorry, but Playamo Casino has provided relevant proofs and I believe that we analyzed and explained this complaint correctly. The only thing left is to return your deposits.

Dear Playamo Casino,

We will keep this complaint opened until the player gets her deposits back. Thank you in advance for combined effort.

Bes regards,

Juli

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Hello,


Regarding the deposits, the player have lost her funds, there is nothing to return:

"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. "

https://www.playamo31.com/terms-and-conditions


In this case the refunds cannot be debated.

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Dear Playamo Casino,

 

As we saw in the evidence that you have sent us, the player closed his account due to gambling problem.

 

We believe that it's not fair to allow a player to register another account with the same data, except for the email address. In this case, it would be fair, if you refund all the player’s deposit from the second account.

 

Also, we would kindly advise the casino to improve their account creation process, based on our fair gambling codex (https://casino.guru/fair-gambling-codex-for-casinos), especially on this point below:

 

"To prevent duplicate accounts, it is feasible and effective to check for duplicate accounts during the account creation process. We don't mean a full know your customer (KYC) procedure that would involve ID verification, but a quick check of personal detail combinations that would only be shared by two separate people in very rare exceptions, such as first name, surname and date of birth. If the casino doesn't require this information during the registration process, it should start doing so.

 

In most cases there will not be a match and the casino can let the player play, only triggering a full KYC procedure when the player submits their withdrawal request. However, if the casino does get a match, it is likely that the player already has an account. In these cases, notify the player and/or ask them to complete a KYC procedure to make sure that they don't already have an account.

 

Thank you in advance for your reconsideration.

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We would like to ask the Playamo 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 affect its rating.

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Since we haven’t reached a satisfactory agreement, we’re closing this complaint as 'unresolved'.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Juli