Playamo Casino - Player’s experiencing difficulties to withdraw her winnings.

Despite telling me to upload the required documents to allow for a withdrawal in JPEG format, they have now come back to say that they wont refund to mastercard....but will refund to a visa card, which is the card i have uploaded to their site and which i used to make the initial deposit. 

They are now telling me to use another withdrawal option, which I dont have access to and which probably isnt even viable for my country. 
Total scammers just trying to give me the runaround so they dont have to refund my money! Avoid at all costs!!

Dear Julie,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please could you clarify if you have deposited funds into your account with VISA or MasterCard? What other payment method has been offered to you to withdraw your winnings? I have checked payment options, and this is what I found:

I would suggest contacting the casino and find out which payment method would be suitable for both sides. Maybe one of the e-wallets, such as Bitcoin, would be a good option for you. It is fast, safe and you can always convert bitcoin to cash and ultimately move it to a bank account. Thank you in advance for your reply. I hope we will be able to help you to receive your winnings as soon as possible.

Best regards, 

Petronela

I used a Visa card to deposit the funds. 
The amount I’m trying to withdraw is below the minimum amount for a bank transfer, and I don’t have any of the other payment options set up. 
I am constantly getting vague answers when I contact them and no real answers to the questions Im asking. 
I get the feeling they’re just refusing to let me withdraw MY money. 

Thank you very much Julie for providing all the necessary information. I will now transfer your complaint to my colleague Kristína 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.

I would like to give the Playamo Casino an opportunity to comment on this case. We would like to know why Julie isn't able to use a preferred payment method and what she should do in order to withdraw her winnings.

Hello all, 

Unfortunately, some banks do not accept any funds from us. As I can see, players bank is one of them. 

We are doing our best to make more payment methods available for our players everyday, however, it takes time and it have it's own restrictions as well. 

At this moment the player has selected an alternative method, however, the player need to complete the verification process before the withdrawal. 

All missing documents are being requested by the email request, we kindly ask to check the email for that. 

If you have any questions about how to proceed, upload, or what else you need to verify your account, you are welcome to contact our support team for that. 

Thank you for your patience. 

Dear @Kristina, 

We would like to send you some additional information regarding this case. Can you, please, provide me with the email? 

Thank you in advance. 

Despite asking numerous times via email which payment options are available for my country, they have been unable to provide a suitable response...instead just responding with ‘please choose an alternative payment method’. 
this was despite them telling me in one email that they could deposit back to my Visa card. 
Nowhere on the website could I find any information about which withdrawal payment methods are accepted in which country, however they have no hesitation taking the payment from any Visa card in any country. 
they are now also refusing to approve some of my ‘verification’ documents, to prevent me from doing the withdrawal under a different payment method. 
absolute waste of time and $$ dealing with them. 
 

Hello,

Vlad, thank you for your reply. My email address is kristina.s@casino.guru, you can send the additional information there. Also we would like to know what should Julie do in order to successfully verify her account, because she mentioned in her previous message that her documents weren't approved.

Julie, I undersand your frustration, hopefully we will find some solution very soon. 

Thank you for your patience.

Hello Julie,

After further investigation, we decided to reject your complaint. The Playamo Casino informed us, that you breached the casino's T&Cs by creating multiple accounts and your account should be closed by now.  

Unfortunately, under these circumstances, we aren't able to help you. Please, be more careful next time and avoid creating multiple accounts as it may lead to problems like this.