Playamo Casino - Player’s struggling to complete account verification.

I was bet on Playamo and have difficulty to cash-out, they asked for verify,I provided all document they asked, and no response over 10 days, this casino also started the hard mode to control the results, I 've played card over 20 years,I knew what the natural game is.

Dear Wai,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly. It seems that the casino has a strict verification process, but it's not unusual. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality, correct format and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

I have provided everything they asked.It went to pending forever. I also contact the customer service ask for how long the process will take.Everybody knew what long verifying means: no payout.

Thank you very much, Wai, for your reply. I will now transfer your complaint to my colleague Juli 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.

Thanks so much for your help.Appreciated! I will keep seeking help with the relevant sources.

Hello Wai,

I would like to ask Playamo Casino for their help in resolving this issue. Can you specify where is the problem with player’s verification process, please? I will set the timer for 7 days so the Casino can provide a statement.

Hello,

The Security Department is asking for additional documents to complete the verification of the player:

The Company reserves the right to check player’s identity prior to processing payouts and to hold withdrawals for the time needed to check the player’s identity. In some cases the Website can request a selfie with ID, a selfie with ID and special sign, or a call. 

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

In this case we are awaiting for a selfie from the player.

This information was sent to the player earlier today.

Thank you.

I have no problems to send the photo with holding ID, But I asked them ‘’is this the last document they need?and how long the process will take?" They didn’t reply my questions.Just told me to cooperate with them. I would like to provide all documents they need in once because it’s been almost a month for their verification.They should put their casino in video game industry, not gambling industry if they are not intended to payout.

Hello Wai,

Please, be aware that most casinos take KYC (Know Your Customer) very seriously, so that the winnings are sent to the right player. In some cases, it might take a bit longer. I would recommend you to find out if there isn’t any other document required in order to complete the verification process and then send it to the casino.

Thank you in advance for your reply.

Best regards,

Juli

Thanks for your help, I no longer need to send anything to them, because as they wish,I have lost all my money in that account. It’s a trap when the verification took so long.I just want to share my truly experience to help others aware of that.Thanks. no further action needed.I will no longer trying those small casino registered in the country without regulation.I think most gambler will do the same things.A very expensive lesson to me.

Hello Wai,

I'm sorry to hear that you lost your money. But in that case, I can't help you more. . I’m very sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with this or any other casino in the future. I will reject this complaint now. Thank you for your understanding.