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

Dear Hengaung,

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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that a missing Proof of Address which has been entered during the registration seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification? Have you informed the casino about your address change?

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

They have just liquidated my account after days of sending documents and waiting for approval and told me to take 300AUD and leave i have proved my identity and i have explained why i don't have any bills of old address

"Thank you for contacting us.

Please be informed that subtraction was performed according to our terms and conditions by the Casino Management.

The decision is final and not a subject for further consideration.

T&C: https://www.playamo.com/en-AU/terms-and-conditions

Failure to comply with the verification procedure will lead to account closure and confiscation of winnings. If the player provided incorrect information, the withdrawal of money may be refused and the player's account may be liquidated. The player will be notified of this by e-mail. The casino may reject a refund request if the player provides false or deliberately altered personal information to bypass the system.

We are hoping for your understanding.

Best regards,

Casino Support Team"

i have read the policy they can not liquidate let alone not let me withdraw even when ive sent all my id and proved my explanation is real, they never gave me a call or let me video call to prove identification which is in thier policy to further access if needed but no they straight up robbed me and the management team or "playamo support team" has sent me the same automated email about there being no more consideration going into this.

Could you please advise when your account has been registered and when you changed the address? Have you informed the casino about your address change? Thank you in advance.

I had not told them about address change as I did not know this was crucial and was willing to do it but they wanted bills of old address and bills of new and I say again I did not own or payed bills in the old home

I put in old address when I made my account, when I moved I was not actively using the account but when I did I wanted to withdraw they told me i have to send bills of old address and send bills of new address I can get bills of new address but can not get bills of old address as I had already told them I did not pay any bills or own that old house

Could you please advise when your account has been registered and when you changed the address?

The account was made sometime last year and i never changed the address

When did you move, please?

I moved to my new home in april and was not active on play amo but when i played again i didnt think changing address was important as i could do that when i withdraw but obviously not

I understand. One last thing please, have you provided any documents with your old address but they were not accepted, or you don't have any documents showing your old address? Thank you in advance for your reply.

I do not have anything because i did not own or paid bills as it was my partners grandperents home and i just lived there before moving and i told them when they asked why i couldnt provide the docs

Thank you very much, Hengaung, 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.

thank you very much

Hello Hengaung.

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

Hello all,

Hengaung's account was closed due to a verification failure, indeed.

But, the reason for the verification failure is not the inability of the player to provide the proof of the address, but the overall amount of incorrect personal information provided.

There are mismatches for the name and address.

Accordingly to all above stated the casino administration decided to close the account and return the deposits to the account owner.

Thank you.

Dear Hengaung.

Please, could you confirm the casino statement or should we require evidence?

what do you mean sir

Have you registered in the casino with incorrect information?

no i entered the casino with correct information at the time

Could you explain what info has changed since your registration?

nothing everything is true apart from not changing old address

Please, could you provide us with proof that the old address was relevant?

yea i can send it its under my partners grandparents names but i can send some bills of thier names

I am sorry, but we need to know that it was really your address, so there has to be your name. Do you have any proof of it?

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.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.