Playamo Casino - Player’s struggling to collect her jackpot prize.

On April 7th I was playing the Lucky Bank Robbers game by Belatra Games and I noticed that an spade icon on the left hand side of the screen with a red dot on it. I clicked on the icon and it opened a new screen that said play and win. Several games were listed on this screen and Lucky Bank Robbers play and win game was one of them. I clicked on the game and it opened. After a few spins I got 3 reels of credits which initiated the bonus. During the bonus round you are given 3 additional spins which resets if you get more credits on the remaining reels. After a few rounds in the bonus, the entire screen had filled with credits. The screen started shaking and playing music and jackpot flashed across the screen. It said congradulations you won the gold reserve jackpot of $51,127.91 and coins started falling all over the screen. Then the screen changed to a cheque that said $51,127.91 and it was signed by Belatra Games. A red button appeared beneath the cheque and it said collect. The screen changed back to the normal game and then it awarded the credits to my remaining credits and then the game froze. I refreshed my browser. Same thing happened. It replayed the bonus win and awarded the credits again and then froze. I cleared my cookies, logged out, logged in same thing. I contacted customer service and they said they cpuldnt see the win on their end only that i had an unfinished bet. I sent them screenshots of my win. They said they would have to forward the ticket to tech support. The next day i contacted my vip manager who also promised to contact tech support and had me fill out this form to ezplain exactly what happened. A few daya ago i get an email from the vip manager saying all wins were paid out. Thats is crazy. I was never paid put for anything. To this day the game remains frozen to when i won the jackpot yet they are telling me that i didnt win? I have proof that i won. I have screenshots and video from the win. I did not make these images up.

Jill McIvor

Dear Jill,

Thank you very much for submitting your complaint and forwarding all the relevant communication and screenshots. Firstly, allow me to congratulate you on your great win. Secondly, I’m sorry to hear about your problem while withdrawing it. We will contact the casino and ask for their cooperation, but, before we to so, please could you specify if you have tried to contact the game provider regarding this issue? If yes, please forward any relevant communication to petronela.k@casino.guru. Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi Petronela,

I have sent you an email regarding an update from Playamo's investigation.

Jill

Thank you very much Jill 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.

Hi Jozef,

I understand that you are now examining the case. If you have any more questions for me or need me to elaborate further on anything, I would be happy to answer any questions you have. Also, when i originally submitted the complaint to casino guru I am not sure how many of the screenshots actually uploaded with the original message. I do have several screenshots and video as well of the win. I am not sure if you require any more pictures or video or not, if you do please let me know. So far I have been unsuccessful with requesting any further explanation from the casino as to why their investigation concluded all winnings were paid out to me and no jackpot was won. Their tech department didnt bother to contact me when they finished their investigation either. Only the Vip manager told me they were finished and all winnings were paid out. I tried to request player logs from that night and was told to contact the game provider. The game provider has not returned my message either.

Thank you,

Jill McIvor

Dear Jill.

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

Just wanted to provide an update:

I have not heard anything from Playamo or the provider Belatra Games regarding my complaint.

Hey!

We have received a reply from the provider, we have forwarded it to the customer.

I have asked for a proper explanation, bu right now all I can say is that there was no such win.

We can provide with the betting history of the player, but the player is saying that there was an error, so I barely believe that it will help us to resolve the case.

We will ask the provider to check the gameplay once again.

Will keep you posted.

In response to Playamo,

To date, I have never received an email forwarded to me by Playamo from the game provider as stated in their response to this claim. I didnt even hear anything from Playamo when they concluded their investigation. I emailed Ilona at Playamo and received a response of there was no win with no further explanation provided. I requested player logs from that night and was told to contact the game provider. I also emailed the game provider on their website and heard no response back. After spinning and winning the bonus, I won the jackpot that evening which my screenshots and video prove and also prove that the game froze after awarding the credits and repeatedly looped back to winning the bonus. I did make up these screenshots or video footage that night. I dont understand how they can say that I did not win. No further explanation provided.

Jill

Dear Jill,

I want to inform you that we have asked to check the round once again.

Once the investigation is over, I will update you.

Thank you.

Best regards,

Playamo.

Dear Playamo.

Please, inform us if there is any new info about the case. We are extending the timer by 7 days.

Hey!

Thank you all for your patience.

We have checked the timings in the screenshot and we can see, that the player have no bets in that time. The closest bet to this time had no winnings. (we can provide with the video-repeat and the bet history in UTC)

Right now we have sent the screenshot with the winnings to the provider and the player details so the provider can check if this information matches the provider logs.

I will keep you posted, however I am not sure if 1 week will be enough.

Anyway, stay tuned!

Kind regards,

PlayAmo.

Hello Playamo.

We are extending the timer by 10 days. Please, inform us if you require additional time frame.

Best regards, Jozef

Hello Jozef,

We have a reply from the provider. The provider confirmed, the screenshots provided are not related to the player Jill21.

Please provide me with the email where can I send the evidence.

Kind regards,

Playamo.

Dear PlayAmo,

Please, forward it to my email address jozef.k@casino.guru .

Best regards, Jozef

Hello Jill.

Unfortunately, we’re forced to reject this case because the casino has provided us with the relevant proofs. 

If you do not agree with our decision you can always file an official complaint at the licensing authority of the casino. Please, let us know if you have any questions or require further assistance.

Best regards, Jozef

Casino.Guru