Playamo Casino - Player’s account has been blocked.

Worst casino! Had requested withdrawal of 3K and Had over 3K left to play with. Suddenly, I'm logged out and the casino took back all my money. All because I accepted a bonus in the beginning. I have been playing online gambling for over 17 years...NEVER has this happened to me. DO NOT put your money in this casino. Scam

Dear Jennifer,

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. Could you please specify which exact bonus you have activated or been activated inside your account? Did you receive any explanation which exact rule has been breached and why your withdrawal has been cancelled?

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

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi. It was a Friday reload bonus. The explanation they gave me was this "-6304.90 CAD subtracted due to max bet with an active bonus rule breached"

Then they told me to look into the rules. I get it, I didn't look into the rules before hand. The scam comes from the fact that they are playing off every other online casino's quality. I have played online for over 15 years and I always use the bonus. NEVER have I had my winnings taken. Golden Tiger Casino gave me a bonus and I won 30K from them....they gave it to me. This casino is scam and is taking advantage of people who have previously played other more reputable casinos.

They also said "Please check the terms and conditions https://www.playamo.com/bonus-terms to get the information why the funds were substracted"

And "That was your own choice not to follow wagering rules to which you agreed upon the registration, the funds that were substracted will not be returned to you, and we have a full right to subtract them if you unable to follow simple rules and read through few paragraphs of text, I feel sorry for you"

Thank you very much, Jennifer, for your reply. I carefully checked the Bonus Terms on the website, and this is what I found https://www.playamo.com/promotions:

„The maximum bet with an active bonus is 6.5 AUD / 125 CZK / 5 EUR / 5 USD / 50 NOK / 6.5 CAD / 6.5 NZD / 20 PLN /600 JPY/ 1750 HUF (Unless stated otherwise in special terms for the bonus). Purchasing any game features (including but not limited to ’respin’) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, Playamo reserves the right to confiscate the winnings."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

If you are aware of placing higher bets then the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Please do not hesitate to contact me if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Dear Jennifer,

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.

Lol, even this is a lie. Shows what a scam casino this is. I wrote them and specifically asked for self exclusion from their casino forever. Which they werent giving me until I threatened to send in a complaint to the Canadian Gaming Association which allows online casinos to run in Canada ONLY if they comply to our gambling rules and allow self exclusions. Seriously, everything about this casino was slimy

Dear Jennifer,

Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why? Thank you very much in advance.

Thank you very much, Jennifer, for your email. Meanwhile, I have checked general terms and conditions, and this is what I found https://www.playamo.com/terms-and-conditions:

"SELF-EXCLUSION BY REQUEST

You may also contact our support team at support@playamo.com and inform us about your decision to stop gambling at the Website for a certain period of time or forever. We will take all measures to block your access to your account and make sure that you receive no promotional materials."

I see that you have sent two requests to self-exclude yourself. Could you please advise if your account has been blocked already, or it’s still accessible? Looking forward to hearing from you. 

Still accessible

Thank you very much, Jennifer, for providing all the necessary information. 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 Jennifer.

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

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’.

Hello all,

The case here is that the player has exceeded the maximum allowed bet with the active bonus on one of the promos we have, because of that the casino administration has subtracted the balance will the initial deposit.

Also, we have informed the player about it by email. Please note that the player can request us to provide the betting history at any time.

Regarding the Self-Exclusion request, as we can see, there was a request from the player to close the account 6 months earlier before, and this request was fulfilled accordingly.

After the situation with the bonus the player asked for self-exclude, this time forever, and right now, as we can see, the account is disabled and the player no longer has access to it.

We agree that the recent SE was completed with the delay and we are sincerely sorry for it.

If you have any questions, please do not hesitate to contact us at any time.

Kind regards,

Playamo

Dear Jennifer.

Please, could you react?

Well, as you can see... they're are giving up past confidential history...what other confidential information does this scam casino hand out? Or sell? I suggest, gamble at a different casino. This is the first time I have EVER been treated this way. I have used bonuses over the past 14 yrs online gambling, and never has this happened. Golden tiger Casino, Royal Vegas Casino, Party Casino, all better casinos to put your money into.

Dear Playamo Casino team.

Thank you for your cooperation in this case. Since the player has not confirmed your statement, could you provide us with the evidence to sustain your claims? You can post it over here or forward it to my email address jozef.k@casino.guru. Could you also specify the delay of the self-exclusion?

I 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’.

Dear Jozef,

In the recent answer, the player is actually complaining that we are giving up the past-confidential history. I have never seen in the player's statements that the player disagrees with the casino representative's answer.

Moreover, since the player shared a message in the forum, where she accuses the casino of giving up the confidential data, we cannot share the information.

All information can be provided by the player, who, as seen, not even registered at the forum but cannot be shared by the casino representative.

Or, the player can request the casino to share this data with the forum representative after confirming her identity.

Thank you.

As you can see... talking in circles. It's what scam artists do. Most of what this person says doen't even make sense.

Fact : the casino tries to scam you by fine print

Fact: the casino will allow to to continue playing then take your winnings away if you break whatever scam is in the fine print

Fact : no other legit online casino does this

Fact : liars or people trying to hide the truth talk in circles

Fact: the casino has previous complaints of the same , or from not paying payouts promptly (they try to make it hard and a lot of work hoping you give up)

Fact: this casino has proven that it gives out confidential information

Dear Jennifer.

Please, could you verify your identity with the casino and officially request the casino to share this data with us?

"Fact: this casino has proven that it gives out confidential information", do you have any relevant evidence to sustain this claim?

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.

What does my identity have to do with any of this lol? How about... the casino rep gives out his/ her identity first. 🤷‍♀️

They said that "there was a request from the player to close the account 6 months earlier before, and this request was fulfilled accordingly."

So either they are lying OR they are giving out confidential information. Both are sneaky and snakelike. So why is it MY job to prove who I am?? It has zero relevence on the fact that over and over again this casino shows that they're fraudulent, greasy and frankly, disgusting.

This is just a distraction tactic to avoid the real issue.

So what one is it "casino rep"? Are tyou lying about my previous history or giving out confidential information. ?

Dear Jennifer.

The identity verification process is a common procedure in every casino. Please, be aware that if you fail to verify your identity with the casino, we will be forced to reject this case and advise you to contact the licensing authority of the casino which will request from you the same. 

Are you going to do the verification (KYC)?

My identity with the casino is VERY MUCH verified. Actually, one of their "little scams" is to keep asking you, over and over again to resubmit the same documents in order to withdraw money. They're hoping to wear you down so that you end up playing the money instead of taking it out. But yes, the casino has verified me.

Dear Jennifer.

Please, could you confirm that the casino can share the data with Casino.Guru team?

Or, the player can request the casino to share this data with the forum representative after confirming her identity.

I request that the casino share the Casino reps personal information.

Real name, real picture, age, birthdate.

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’.

Hello,

We can provide the evidence about player's violation of the maxbet term:

The maximum bet with an active bonus is 6.5 AUD / 125 CZK / 5 EUR / 5 USD / 50 NOK / 6.5 CAD / 6.5 NZD / 20 PLN /600 JPY/ 1750 HUF (Unless stated otherwise in special terms for the bonus). Purchasing any game features (including but not limited to ’respin’) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, Playamo reserves the right to confiscate the winnings.

Is there any additional evidence you want to receive?

Dear Jennifer.

Are you aware of breaching the max bet rule, or should we require the evidence?

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.

I am aware that they had a max bet rule. It was made VERY clear AFTER I tried to withdraw my winnings and it was taken. 6k.

Their max bet rule is $5. Extremely low. No other casino has this. So if this casino isnt using "scam techniques" like they're trying to imply and they're such a great casino, then why dont they have a block on over betting? Why do they allow you to "win" and over bet, then just confiscate your winnings?

Dear Jennifer.

Please, be aware that the maximal bet rule with bonus amount is completely common in the industry, and usually, it is around 5 or 10 USD/EUR. Although it would be great if the casinos would enforce it by the software, it is an industry-standard nowadays.

In the future, I highly recommend you do a deep check of the bonus conditions when you claim any bonus or rather play with real money amount.

Since you have not refused casino accusations we believe the evidence is not necessary. Unfortunately, I am forced to reject your case.

If you do not agree with our decision, another option is to file an official complaint at ADR and/or licensing authority of the casino. Please, let me know if you have any questions.

Best regards, Jozef