PlayAmo Casino - Igrački račun je zatvoren, a dobici konfiskovani.

I have been a customer of PlayAmo Casino for approximately 7 years.

Recently, I won $35,000 AUD and attempted to withdraw the maximum allowed amount of $6,000 AUD, leaving approximately $29,000 AUD in my account to be withdrawn. After submitting my withdrawal request and completing verification, my account was suddenly closed and all of my winnings were confiscated.

I was accused of violating the casino’s Terms and Conditions regarding duplicate accounts. However, no evidence has been provided to support this allegation, despite my formal request for clarification.

My account has existed for many years, and any outdated information (such as a previous address) is due to the age of the account, not any intentional breach. I do not knowingly operate multiple active accounts and have not engaged in any bonus abuse or fraudulent behaviour.

The casino has refused to provide transparency or supporting evidence and has instead relied on a general statement that they have final authority to make decisions without explanation.

This issue was only raised after I achieved a significant win, despite my account being active and used without issue for several years.

I believe this action is unfair, disproportionate, and lacks proper justification. I respectfully request a full investigation into this matter and the release of my legitimate winnings.

Important notice:

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Attila

Hello Attila,

Thank you for your response and for reviewing my case.

To answer your questions:

• I am not aware of anyone in my household or using the same IP address who has created or used an account with this casino.

• Yes, I completed the KYC verification process and provided all requested documents. My account was verified before it was disabled.

• I did not activate any bonus offers. At the time I requested the withdrawal, the bonus balance was $0 AUD and the full amount of approximately $35,000 AUD was shown as withdrawable.

Additionally, I would like to mention that I received a payment of $1,360 AUD from the casino last night. This amount exceeds my total deposits; however, it does not reflect my total winnings of approximately $35,000 AUD, and the remaining balance has not been paid.

Please let me know if you require any further information.

Hello Atilla,

I am just following up regarding my complaint as my last reply has been showing as "waiting for approval" for 6 days now.

I wanted to check if you require any additional information from me to proceed?

I would really appreciate any update, as I am keen to move forward with resolving this.

Thank you for your assistance.

Dear Player, thank you for your response. Is there a possibility that you have utilized a VPN or IP-masking software to alter your real location while accessing the casino website? Additionally, is there a possibility that you have already opened an account at PlayAmo Casino in the past?

Thank you in advance for your response.