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My winnings were confiscated on charges of a dual account, but without giving me any proof

Mi è stata confiscata la vincita con l'accusa di un duplice account, ma senza darmi nessuna prova

Dear robbyxbob87,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours?

Have you redeemed any promotional offers previously in this casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear robbyxbob87,

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.

Hi, thanks for the reply

Sorry for the delay but the link in mine did not open my page with your message.

Anyway .. If I remember correctly I logged into my account at the beginning of my phone and then to play better from my computer.

However, this does not mean opening two accounts.

Could they have blocked my account for logging in from another IP address?

Ciao, grazie per la risposta

Scusami il ritardo ma il link nella mia non mi aveva mia aperto la pagina con il tuo messaggio.

Comunque.. Se non ricordo male mi sono connesso al mio account all'inizio del mio telefono e poi per giocare meglio dal mio computer.

Questo però non vuol dire aprire due account.

È possibile che mi abbiano bloccato l'account per aver effettuato l'accesso da un altro indirizzo IP?

Thank you, robbyxbob87, for your reply. That shouldn’t be a problem. Could you please advise if you have accumulated your winnings with any active bonus? We will contact the casino right after your reply. Looking forward to hearing from you. 

Hi thanks for the reply.

No ... I simply deposited and as I already told you they blocked my account only since I logged into the account from another IP address (my computer)

Ciao grazie per la risposta.

No... Ho semplicemente depositato e come ti ho già detto mi hanno bloccato il conto solo dal momento che ho effettuato l'accesso al conto da un altro indirizzo IP (il mio computer)

I was in Australia when it happened .. At first they said that the site was not available in that country, then they complained that I had not used the bonus properly and finally opened another account.

What they complain about is having more than one account but I have seen in several forums that many other users have had the same problem and it has been fixed since their system created a double account.

I don't understand how it is possible to confiscate a user's winnings without giving any clear evidence regarding the allegations.

Ero in Australia quando è accaduto.. All'inizio dicevano che il sito non era disponibile in quel paese, dopodiché mi contestarono il fatto di non aver usato il bonus in maniera adeguata e infine di aver aperto un altro conto.

Quello che mi contestano è di avere più di un account ma ho visto in diversi forum che molti altri utenti hanno avuto lo stesso problema ed è stato risolto dal momento che il loro sistema ha creato un doppio account.

Io non capisco come sia possibile confiscare la vincita di un utente senza dare alcuna prova evidente in merito alle accuse.

I’m sorry, but I still don’t understand completely. You’ve registered your account from Italy and later played from Australia too, is that correct? 

No, it all happened while I was in Australia

No è successo tutto mentre ero in Australia

Here in Italy I have never played it.

My account was blocked since I played on my account first from my phone and then from my pc

Qui in Italia non ci ho mai giocato.

L'account mi è stato bloccato dal momento che ho giocato sul mio account prima da telefono e poi da pc

So, while being in Australia, you have opened an account as a player from Italy, because that's your permanent residency, correct?

Additionally, could you please clarify what you meant by: "then they complained that I had not used the bonus properly and finally opened another account"?

Thank you.

Excuse me if I have not been clear.

While I was in Australia I opened an account in that casino as an Australian domiciled player because at that time I had been living there for more than 2 years and looking through Australian online casinos at that time Playamo was one of the casinos available.

About the rest ..

When I reported the problem to the casino they at first gave me several reasons why my account was closed and my $ 600 winnings confiscated.

Finally they told me that I had opened more than one account and without giving me any evidence about it, they told me that this was the final decision by their manager.

Is all this legal?

Scusami se non sono stato chiaro.

Mentre ero in Australia ho aperto un conto in quel casinò come giocatore domiciliato in Australia perché in quel momento era da più di 2anni anni che vivevo lì e cercando tra i casinò online australiani in quel momento Playamo era uno dei casinò disponibili.

Riguardo al resto..

Quando ho segnalato il problema al casinò loro in un primo momento mi hanno dato diverse motivazioni per il quale mi è stato chiuso l'account e confiscata la vincita di 600 dollari.

Infine mi hanno detto che avevo aperto più di un account e senza darmi nessuna prova a riguardo mi hanno comunicato che quella era la decisione finale da parte di un loro manager.

È legale tutto questo?

Thank you very much, robbyxbob87, 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.

Hello robbyxbob87,

thank you very much for sharing your negative experience with the Playamo Casino. We will now try to get in touch with them.

Dear Playamo Casino team.

Thank you for your cooperation. Please, could you provide us with evidence sustaining your claims? 

Hello robbyxbob87,

the casino has not provided us with any proofs.

We would like to ask the Playamo 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’.

Hello robbyxbob87,

of course, if we fail I will recommend you other options.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Robbyxbob87, I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru