The player from Germany deposited €50 to PlayAmo Casino on June 15, 2024, using a Visa credit card, but the amount was not credited to his casino account despite being deducted from his bank account. Multiple attempts to resolve the issue with live and email support were unsuccessful, and the casino insisted on obtaining his bank statements without crediting or returning the deposit. We repeatedly contacted the casino but received no response. Consequently, the complaint was marked as 'unresolved'.
PlayAmo Casino - Player's deposit not credited by casino.
Black points: 100
Amount: €50
PlayAmo Casino
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Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
3 weeks ago
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6 months ago
Translation
On June 15, 2024, at 00:32, I made a deposit with my Visa credit card at PlayAmo Casino. The amount was deducted from my bank account but was not credited to my PlayAmo player account.
At that time, I had lost 2400 Euros at this casino. I had made a deposit of 50 Euros with the same Visa credit card at 00:01, and it was credited immediately.
MY SECOND DEPOSIT USING THE SAME METHOD OF 50 EUROS AT 00:32 WAS DEDUCTED FROM MY ACCOUNT RIGHT AWAY BUT WAS NOT CREDITED TO ME BY THE CASINO.
To avoid confusion, I had lost over 2450 Euros and didn't want to wait, so I deposited an extra 60 Euros using the same deposit method, and it was credited to me as well.
I HAD ASSUMED THAT THE MONEY THAT HAD NOT BEEN CREDITED WOULD BE TRANSFERRED BACK TO MY ACCOUNT. WHEN THIS DID NOT HAPPEN, I CONTACTED THE LIVE SUPPORT CHAT TO REPORT THE ISSUE.
I SPENT A TOTAL OF OVER 30 HOURS OVER SEVERAL DAYS WRITING ABOUT MY 50 EUROS, EXPLAINING AND EXPLAINING. I UPLOADED DOCUMENTS, BUT I WAS JUST DOING A LOT OF WORK FOR MY 50 EUROS WITHOUT GETTING ANYWHERE. I CONTACTED EMAIL SUPPORT 2-3 TIMES AND DIDN'T RECEIVE ANY RESPONSE AT ALL.
Then I contacted live support again, explained the situation for hours, and now live support wanted my bank statements in PDF format from that time until today. THE MONEY WAS SUCCESSFULLY DEDUCTED FROM MY ACCOUNT, AND IT WAS ALSO ACCEPTED BY THE CASINO, BUT IT WASN'T CREDITED TO ME BY THE CASINO. Hence, I didn't understand this NONSENSE at all. There's something like bank secrecy, so I didn't send them my bank statements.
THE MONEY IS NOT BEING CREDITED TO ME, NOR IS IT BEING RETURNED TO ME. THE CASINO IS LIKE FIXATED ON GETTING MY BANK STATEMENTS AND NOT ADDRESSING THE ISSUE.
I kindly ask for your help with this matter.
Thank you in advance.
Many thanks.
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6 months ago
Dear tuncaykaya57,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Nick
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6 months ago
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Hello Nick
Thank you for your efforts but the deposit was successful and was also accepted by the casino.
I have already sent them a screenshot. If the money had not reached them, the casino would have rejected the deposit and not ACCEPTED it.
The Casino all casinos only accept successful deposits otherwise they all reject them.
Since the casino accepted it, the casino also took my deposit, the 50 euros from me.
IT WAS (DEPOSIT OF 50 EURO) JUST NOT TRANSFERRED AND CREDITED TO MY PLAYER ACCOUNT BY THE CASINO.
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5 months ago
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Dear Nick,
the casino only needs the game history from June 15th, 2024 from 00:31 (there the casino will see that the 50 euros that I deposited and that were accepted by the casino on June 15th at 00:32 were not credited by the casino.
IT'S USUALLY SO EASY FOR THE CASINO TO CHECK AND CONTROL THE WHOLE THING.
IT'S NO LONGER POSSIBLE TO UNDERSTAND THE WHOLE THING.
ON JUNE 14, 2024, I HAD 2380 EUROS IN CREDIT ON MY CASINO ACCOUNT (WITHOUT TAKING 1 CENT BONUS).
WITHIN HOURS I LOST ALL THE MONEY I HAD (ZERO (0) EUROS ON IT.
THEN ON JUNE 15TH AT 00.01 I PAID ANOTHER 50 EUROS AND LOST IT.
ON 15.06 AT 00.32 I PAID ANOTHER 50 EUROS (IT WAS DEDUCTED FROM MY ACCOUNT BUT WAS NOT CREDITED TO ME. YOU CAN CLEARLY SEE AND VERIFY FROM THE GAMEPLAY THAT THIS MONEY WAS NOT CREDITED TO ME. YOU JUST NEED TO CHECK THE GAMEPLAY FROM 15.06 FROM 00.01)
THEN I WAIT A LITTLE AND DEPOSIT ANOTHER 60 EUROS WHICH WAS CREDITED TO ME (THE CASINO ONLY NEEDS TO CHECK FROM 15.06 FROM 00.01 AM TO THAT TIME, THEN IT WILL BE CLEAR AND UNMISTAKABLE THAT THE 50 EUROS FROM 15.06 AT 00.32 AM HAVE NOT BEEN CREDITED TO ME.
The whole thing is impossible to understand or comprehend.
JUST THINK:
What kind of pathetic vultures must they be?
Within a few hours you lose 2380 euros to this casino, then you pay another 50+50+60 euros, making a total of 2500 euros within a few hours and you lose all your money. THEN THEY TRY TO STEAL THE 50 EUROS YOU DEPOSIT.
I CAN'T FIND ANY MORE WORDS.
JUST DISGUSTING, MY STOMACH IS TURNING UP, IT'S SICK, THERE'S NO WAY A PERSON CAN FALL ANY LOWER, JUST DISGUSTING AND SICK.
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5 months ago
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Dear Nick,
For my 50 euros I had to spend hours on end in live chat support via email support.
Now here again.
IF YOU WERE TO CALCULATE THE HOURLY WAGE OF AN ASSISTANT WORKER, YOU WOULD COME UP TO AT LEAST 500 EUROS WHICH IS WHAT AN ASSISTANT WORKER WOULD HAVE EARNED DURING THAT TIME.
I wonder where such people get the RIGHT? AND SEE INJUSTICE AS THEIR RIGHT.
I really can't find any more words.
JUST DISGUSTING AND SICKENING JUST DISGUSTING AND SICKENING THEY CAN'T BE PEOPLE THEY ARE DEFINITELY NOT PEOPLE.
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5 months ago
Dear tuncaykaya57,
As stated previously, you will have to send the transaction confirmation from your payment provider to the bank and once you do it, it might take up to a month for the casino to relocate the lost funds.
Did you forward it to them already?
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5 months ago
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Dear Nick,
As already mentioned several times, the deposit was not lost, the casino ACCEPTED the deposit, which means the casino received the money, the deposit, otherwise the casino would have REJECTED it IMMEDIATELY.
It was (the deposit from June 15th at 12:32 a.m. WAS NOT CREDITED TO MY PLAYER ACCOUNT DESPITE A SUCCESSFUL DEPOSIT AND DEBIT FROM MY ACCOUNT AND ACCEPTANCE BY THE CASINO (IF THE MONEY HADN'T BEEN COVERED AND HAD BEEN DEBITED BY THE CASINO THEN THE CASINO WOULD HAVE REJECTED THE DEPOSIT IMMEDIATELY IT WAS WITH A VISA CREDIT CARD AND NOT A TRANSFER (FOR CREDIT CARDS VISA ETC. THE FUND IS DEBITED IMMEDIATELY AND IF THERE IS NO COVERAGE THE DEPOSIT IS REJECTED DIRECTLY BY THE CASINO.
WE ALL KNOW THIS FROM OUR DAILY LIFE.
SO I DON'T UNDERSTAND ALL THIS BACK AND FORTH ANYMORE?
The casino has received the deposit otherwise the deposit would not have been accepted.
IT'S NOT THAT HARD TO CHECK DURING THE GAME WHETHER THE DEPOSIT (50 EUROS AFTER 00:32) HAS BEEN TRANSFERRED TO ME AND CREDITED TO ME OR NOT?
I specifically made my next deposit of 60 euros so that we don't get confused.
BY NOW WE KNOW SOME PIGS AND THEIR DIRTY WAYS.
For the casino, is it no problem at all to check during the game whether the money has been transferred and credited to me or not?
THE DEPOSIT WAS SUCCESSFUL AND WAS SUCCESSFULLY ACCEPTED BY THE CASINO.
IT JUST WAS NOT TRANSFERRED TO MY CASINO PLAYER ACCOUNT AND CREDITED TO ME IN MY CASINO PLAYER ACCOUNT.
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5 months ago
Thank you tuncaykaya57 for all the information provided so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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5 months ago
Translation
Dear Nick
I would like to thank you for your dedication, effort, and work. Thank you very much.
I notice that such casinos and people are becoming more and more common.
How can you protect yourself from them?
How can we take legal action against them?
Can they be reported for attempted fraud, embezzlement, abuse and criminal activity?
Can you get support and help from the supervisory authority?
It's not just about the 50 euros.
IT'S ABOUT THE LAW.
IT'S ABOUT MY RIGHTS.
If you have lost a total of over 2500 euros in 4-5 hours, as I did, 50 euros more or less will not hurt you.
THE ONLY THING THAT HURTS IS THIS DISGRACEFULNESS OF THESE PEOPLE…………
Thank you for everything
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5 months ago
Hello, tuncaykaya57,
I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. However, as I noticed, you keep claiming the same over and over again, while those are only your claims. You asked the casino to review the situation, but what did you do on your side to provide the casino with a real official statement or confirmation from your payment provider/bank regarding the transactions/deposits made to the casino? How can we be sure that the payment was not credited back to your payment method later or that the transaction was not reversed by your bank itself (so it is not visible as a new returned payment but only a non-realized transaction, without impact on your bank account balance), or that there was not a technical issue no your bank's side? From my own experience, I know about situations where I saw a transaction in my bank account, I was informed by a merchant that my funds were refunded, but I found it out myself only when I checked the transaction in question and saw that my balance was (suddenly) shown as unchanged, the same before and after the transaction - the transaction was shown there, it was visible in my bank statement but without any change in my balance.
Therefore, please note if the casino asks you for anything from your bank to confirm the transaction was successful and was not returned to your account or reversed for any reason, there will be no other option for how to proceed and move forward with the issue than to provide everything necessary they need.
In some cases, it is really not enough to only claim something, which is completely understandable in such a situation.
Thank you for understanding.
Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear Playamo Casino team,
Could you please look at the player's issue in more detail and inform us about the results of your investigation?
If needed, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).
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5 months ago
Translation
Dear Branislav
Thank you for your help, but I don't understand it anymore.
The money has been debited from my account (PID code proves this).
The casino only REJECTED my deposit of 50 euros from June 15, 2024 at 12:32 a.m., even though it had been debited from my account.
When I wrote, I described it to them that way. THEN DAYS LATER IT SUDDENLY SAID ACCEPTED BUT THE MONEY WAS STILL NOT CREDITED TO MY PLAYER ACCOUNT OR TRANSFERRED BACK TO MY BANK ACCOUNT.
We all pay with credit cards every day. NOW I WOULD LIKE TO ASK YOU, IS IT POSSIBLE TO PAY WITH A CREDIT CARD WITHOUT COVERAGE?
NO IT IS NOT, WE ALL KNOW THAT.
Since the casino accepted it, the money is in their account, so what does my bank have to do with it?
THE CASINO CAN STILL CHECK (PID CODE) AND DETERMINE THAT MY DEPOSIT HAS ARRIVED.
THE CASINO CAN DETERMINE FROM THE GAME ACCOUNT HISTORY THAT ON 15.06.2024 AS OF 00:30 I WAS NOT CREDITED WITH 50 EUROS.
Later that day I deposited an extra 60 euros because we've seen a few dirty tricks over the years so that these thieves and fraudsters can't mislead anyone. This was immediately credited to my gaming account.
MY PLAYER ACCOUNT GAME HISTORY CLEARLY SHOWS AND PROVES THAT AS OF 00:01 AM TO 00:32 AM ON 06/15/2024 THE (ACCEPTABLE DEPOSIT PID CODE) WAS NOT CREDITED TO ME.
IF THE MONEY WASN'T IN THIS CASINO?
WOULD NOT BE ACCEPTED THERE AT 12:32 AM.
THE CASINO MAY ALSO DETERMINE THAT THE CASINO HAS NOT TRANSFERRED THE MONEY (PID CODE) BACK TO ME TO MY ACCOUNT.
WHAT SHOULD AND CAN MY BANK DO?
WHAT CAN I DO NOW?
THE MONEY WAS RECEIVED IN THIS CASINO (IT IS A VISA CARD DEPOSIT) WE KNOW THIS FROM OUR DAILY LIFE IT IS NOT A TRANSFER IF THE MONEY HASN'T BEEN DEBITED IMMEDIATELY WITH THE CREDIT CARD VISA CARD?
EVEN IF IT HAD BEEN UNSUCCESSFUL AND WOULD HAVE BEEN REJECTED BY THE CASINO AND NOT ACCEPTED.
IT HAS BEEN ACCEPTED BY THE CASINO.
THIS ALSO PROVES THAT THE MONEY WAS DEBITED DIRECTLY FROM ME.
The casino can also check and determine that this money has neither been credited to my gaming account nor transferred back to my account by the casino.
IT'S ALL UP TO THE CASINO AND IT ONLY TAKES A MATTER OF MINUTES FOR THE CASINO TO VERIFY AND CONFIRM IT.
I don't understand what you're planning to do?
I don't understand what I and my bank have to do with this now.
IF THE CASINO HAS NOT RETURNED MY DEPOSIT WITH (PID CODE)?
SHE DID NOT.
NOT CREDITED TO MY PLAYER ACCOUNT?
SHE DID NOT.
THEN MY DEPOSIT MONEY IS IN THE ACCOUNT OF THIS CASINO.
THAT IS 1 times 1 is 1
Best regards
Tuncay K***
Edited by a Casino Guru admin
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5 months ago
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.
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5 months ago
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Dear Branislav
I asked again and received confirmation that the 50 EUROS were properly transferred from my account to the dealer on June 15, 2024 at 12:32 AM (it was just not credited to me by PLAYAMO CASINO).
TO THIS DAY THIS MONEY HAS NOT BEEN TRANSFERRED BACK TO ME FROM THE CASINO.
I HAVE ATTACHED PROOF.
Best regards
Tuncay
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5 months ago
Thank you very much for the update and screenshots, tuncaykaya57.
Since it is more than a month after the transaction was made, the information and details from your payment method provider look more relevant now. The ARN number from your last screenshot could help the casino to identify the transaction, but they would have to reply to us first and review the complaint.
So let's wait for someone from the casino to contact us within the last 2 days.
However, although I contacted the casino also outside the thread after the automatic timer extension, manually, using all available contacts from our internal system, no one has contacted me back yet. So, we should count on the option that no one will respond, and I will be forced to close the complaint as unresolved. Unfortunately, we cannot move anywhere without cooperation from the casino's side, and we have no other option than to wait for its response.
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5 months ago
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Dear Branislav,
Thank you very much for your efforts and hard work, but the question arises:
Are we all players who are totally at the mercy of our conscience?
There must be something we can do legally; we're not in the wilderness or the desert.
Knowledge is always good and protects us from harm and damage.
If you are really at their mercy to that extent?
Then there can't be anything more stupid in the world than putting your money into it. You can then play the whole thing on demo mode and you don't earn anything but you don't lose anything either.
It is very important for me to know whether I can take legal action against the legal steps?
If injustice is allowed to take its course, it will eventually affect everyone.
Best regards
Tuncay
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5 months ago
If the casino does not respond at all, I will provide you with manuals on how to submit an official complaint to the regulator.
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5 months ago
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Dear Branislav
I thank you.
Thank you.
It's no longer about 50 euros.
If such things and people are allowed to continue as they are, they will multiply like sand on the sea and hundreds of thousands, even millions of players will suffer and make losses. Such people will not listen of their own accord, they will never get enough. SUCH PEOPLE MUST BE STOPPED, THEY ARE CHARACTERLESS PIGS.
A casino where at least ten thousand euros are passed over the table every second does such a dirty thing over 50 euros, that's not normal anymore, BUT YOU HAVE TO CALCULATE IT CORRECTLY, WITH 100,000 PLAYERS THESE FILTHY PIGS ARE TAKING OFF 5,000,000,000 EUROS. IT MAKES ME TURN MY STOMACH WHEN I HAVE TO DEAL WITH SUCH FILTHY PIGS.
THE LEGISLATURE MUST NOT SEE THE WHOLE THING AS A 5-50 EURO COST AND ALLOW IT FREE RUN.
THESE PIGS KNOW WHAT THEY ARE DOING. THEY ARE CHARACTERLESS PIGS.
SORRY FOR MY CHOICE OF WORDS BUT YOU HAVE TO CALL A SPADE.
Best regards
Tuncay
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4 months ago
Dear tuncaykaya57,
I tried to contact the casino repeatedly but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed. Or, you can also find more about complaint processes generally HERE. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
In case you need any help or have news from the regulator, please contact me at branislav.b@casino.guru.
Best regards,
Branislav, Casino.Guru
