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

I see t 4 hours providing the documents requested as is tedious to get it right, after maki g a cash out for full amount request. They approved 1 document and didnt bother with the rest and told me my account was to be closed as I have duplicate accounts. I only have 1 account of course. They denied paying me my winning and took my money. They gave me back my initial deposit of 75 in my account and are now trying to get me to cash that out so that they can close my account. I have asked multiple times on email and chat for proof of this duplicate account to which all they say is that it is a closed account and cannot provide any information and that it is casino right to close account as they feel fraud. But there is no proof...and of course I dont have 2 accounts why would I. Very upset at this. Customer service is horrible...if I was accusing someone I would at least be able to show the proof.

Dear Kim,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours? Have you redeemed any promotional offers in this casino in the past?

If there’s any relevant communication between you and the casino, please forward to petronela.k@casino.guru.

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

Best regards,

Petronela

I live alone so no cha ce of IP address issue and I play on my cell phone not a shared device. I have redeemed promotional offers in the past as deposit matches but have played through the requirements and owe nothing additionally. Most of the time the promotions dont work anyways. I will forward all chats and emails to address above.

Thanks for trying. I have read alot of same scenarios from other customers of this casino and wish I would have read sooner and not joined at all. Feeling totally ripped off. Thing is I have deposited more over the length of being a customer than I was trying to cash out. Deposited through interact always, Total amount requested 2035.25 CAD by etransfer.

Thank you very much, Kim, for providing all the necessary information via email. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Kim.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Ok thanks keep me posted

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’.

Hey! 

The player has 2 accounts with the same personal details. Moreover, the account was closed by the player's request without providing a clear reason for closure. 

The player agreed with the casino Terms and Conditions, where is stated:

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. 

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

Due `to all the above-mentioned, the Security Department decided to close the player's account. 

The player was informed about it via email. 

Thank you. 

I have not ever had 2 accounts. This is the most recent chat I had with chat operator, copy and pasted, was automatically sent to my email after chat. You can see he verifies i have never had 2 accounts and this accusation is a lie. I have removed my last name throughout.

     Chat transcript

  Name: Kim

E-mail: ******

    AngusFri, 10/30/20 05:27:38 pm America/Rainy_River Hello. How may I help you?     Kim 05:28:05 pm Do you see more than 1 account for me     Angus05:28:59 pm Let me check, please     Kim 05:33:22 pm ?     Angus05:33:45 pm As I can see, you didn't have any active duplicates     Kim 05:34:41 pm Ok so why is the reason my winnings have been confiscated due to multiple accounts the casino claims If I dont have multiple accounts then why would they say that and take my winnings?They took 2035.25 back from my accountIs there a manager there that I can chat with??     Angus05:39:21 pm As I see, you need to withdraw 75 CAD and after that your account will be closedThis decision was made by the management of our casino and is not subject to further consideration.     Kim 05:40:41 pm I tried to withdrawl the 75 but I only can do bank deposit or etransfer and your system wont allow less than 100.I do not have 2 accounts and u know that and the casino is ripping off canadians. pittiful.

Also I have never asked for an account to be closed now or in the past.

Dear Playamo Casino team.

Thank you for your cooperation in this case. Please, could you react to the transcript? 

Could you also provide us with a proof sustaining your claims? 

Dear Kim,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru