PlayAmo Casino - Dobici igrača su konfiskovani, a račun zaključan.

I won approximately AUD $8,000 on my fully verified PlayAmo account in November 2025. When I attempted to withdraw, the casino suddenly locked my account and confiscated my winnings, claiming that I had a "duplicate account".

I requested proof of this duplicate account, including:

the email address linked to the supposed duplicate

the registration date

the IP address used

the device type

any gameplay, deposits, or bonuses linked to it

The casino refused to provide ANY of this information.

My session history clearly shows an old login from March 2021, which was never used, never deposited, and never played. I did not knowingly create multiple accounts or use any account for bonus abuse. All of my deposits and gameplay happened ONLY on my 2025 account.

After I won, the casino:

removed my game history

locked my account

blocked access

refused to provide evidence

said the decision was "final"

I earned my winnings fairly and followed all rules.

I am requesting CasinoGuru’s help to make the casino either:

1. provide real evidence of this alleged duplicate account,

OR

2. reinstate my winnings and allow the withdrawal.

Thank you.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PlayAmo Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain what the nature of the records from 2021 you are referring to is? Where does this information come from, and is it still available to you?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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

Best regards,

Tomas

Hello Tomas,

Thank you for your message and for helping me with this issue.

1. Regarding the 2021 records:

The only information I ever saw was inside the PlayAmo account area, where it showed an old registration date. I never used that account, never deposited, and never played on it. I only noticed the date when I tried to understand why my current account had been locked. I do not have access to that account anymore, and any logs I mentioned were simply the dates shown in my PlayAmo profile before it was closed.

I have never intentionally created multiple accounts, nor did I ever use the old one.

2. Games I played to reach my balance:

I played mainly online pokies/slots. I did not bet on sports or use live casino games. It was normal slot play.

3. Bonus usage:

No, I did not use any bonus to reach my AUD $8,000 balance. The winnings came from standard play without any promotional bonus attached.

I genuinely believe the casino made a mistake, because the supposed "duplicate" account was never used and I had no intention of breaking any terms. My main fully-verified account is the only one I played on.

Thank you again for your assistance — I really appreciate your help.

Best regards,

Jesse

Dear Jessejam88,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello there,

Thank you Jessejam88 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask PlayAmo Casino for their help in resolving this complaint. We would like to know why the player's account was locked and winnings confiscated.

Thank you!

Hello Peter and Jessejam88

Thank you for bringing this case to our attention.

We are currently in the process of investigating the situation and clarifying all the details regarding the player's account and the duplicate account issue.

Please allow us some time to review the data internally. We will get back to you with a full update and relevant information as soon as possible.

Kind regards, PlayAmo Casino Team

We would like to ask the 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’ which may negatively affect its rating.

Hello,

We sincerely apologize for the delay in our response.

We kindly ask for a little more time and appreciate your understanding. As soon as we receive the necessary details, we will get back to you with an update.

Thank you for your patience and understanding.

Hello,

We have checked the information regarding this case.

The player was found to have a duplicate account registered with the same personal details. After the duplicate account was identified, it was closed in accordance with our Terms and Conditions. The player was informed about the duplicate account and the closure and was asked to provide the necessary details to proceed with a deposit refund.

However, the player declined to provide the required information to pass the security verification and to receive further details regarding the duplicate account.

Dear Peter,

We have sent you additional information regarding this case via email. Thank you for your time and cooperation.

Thank you for the update PlayAmo Casino representative.

Dear Jessejam88, the casino has presented evidence of duplicate accounts. It is an established industry standard that an individual may operate only one account in their name. Your activity constitutes a clear violation of this policy, and we therefore find the actions taken by the casino to be justified.

We strongly advise against such behavior, as it may result in similar consequences in the future. In light of these circumstances, we regret to inform you that your complaint has been rejected.

Thank you for your understanding.