PlayAmo Casino - 플레이어의 상금은 카지노에 의해 압수됩니다.

Hello Casino Guru team,

I am filing a formal complaint against Playamo Casino for unfairly confiscating my legitimate winnings of €4,000, despite playing from a permitted location and fully cooperating with all verification requests.

I made a deposit of €430 and played while staying in Germany, where I have been living for more than a year. Germany is not listed as a restricted country in their Terms and Conditions.

Despite this, after winning €4,000, the casino suddenly closed my account, claiming that I violated restricted country rules because my residence is in the Netherlands. However:

I was physically present and playing from Germany, not the Netherlands.

My IP address was German at the time of playing.

The casino had no issue accepting my deposit of €430 before the win.

I provided full identity verification and all banking details when asked.

Other reputable casinos (such as Lalabet) have paid me winnings in identical circumstances without issue.

Now, Playamo has confirmed the winnings are confiscated and promised a "refund," but they refuse to clearly confirm the amount or timeline. This behavior is evasive, misleading, and clearly designed to avoid paying out legitimate wins.

I request:

Immediate reimbursement of the full winnings (€4,000)

I have saved all messages and documentation, and I am ready to provide them to support my claim.

Thank you for your help in holding this operator accountable.

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 clarify which address you filled out in your registration form?
• When did you register at the casino? Have you moved between the time you registered and the moment your account was closed?
• Could you please explain which documents you provided to the casino? Have you provided the documents confirming your residency and personal profile information match?
• 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

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Thank you for your patience, and stay safe.

Dear Tomas,

Thank you for reviewing my complaint. Here are my answers:

Address used during registration:

When I registered at PlayAmo, I was physically located in Germany, and I used that location during registration. I have never accessed the casino from any restricted country.

Registration date & residence changes:

I registered and played only while staying in Germany. I have not moved or changed location since then.

Germany is not listed as a restricted country in PlayAmo’s Terms and Conditions.

Documents provided:

I submitted all documents required by the casino, including:

– My ID

– Bank account details

– Full name matching the account

My account was successfully verified. The casino never raised any concerns about my location until after I won approximately €4,000, which feels very unfair and arbitrary.

Use of bonus:

No, I did not use any bonuses. I deposited €430 and played only with real money.

PlayAmo accepted my deposit, allowed me to play, verified my account, and only decided to close it and confiscate the winnings after I won a large amount — despite the fact that I played from a non-restricted country.

Thank you for your help. I hope this can be resolved fairly.

Best regards

Dear Tomas and Aloball,

Thank you very much for bringing this situation to our attention. We sincerely appreciate your detailed overview of the complaint and the opportunity to respond.

We are currently reviewing all aspects of this case, and the circumstances around the account verification and gameplay activity.

Please allow us a bit more time to carefully investigate the matter. We will come back to you shortly with response based on the findings.

Thank you for your patience and understanding.

Best regards,

PlayAmo Casino Team

Dear Tomas and PlayAmo team,

Thank you for your continued attention to my complaint.

I would like to emphasize key facts that highlight the unfairness of how my case was handled:

No identity verification was requested at registration or during the entire time I played and deposited.

I was allowed to play freely from a German IP address without any warnings or blocks from your system.

Only when I attempted to withdraw my winnings and completed the verification process did my account get abruptly closed and my €4,000 winnings confiscated.

This clearly indicates that the casino allowed me to play and deposit without objection but chose to penalize me only after a significant win, which feels arbitrary and deceptive.

Moreover, I have identified a troubling contradiction in PlayAmo’s Terms and Conditions:

The main website states: "Using VPN is not restricted, however, it may lead to malfunction of games or connection issues."

Yet, the official PDF Terms state: "Using VPN to bypass provider’s block is strictly prohibited and may lead to confiscation of winnings."

This inconsistency is misleading and undermines trust. If VPN use was truly prohibited, this should be clearly and consistently communicated across all official channels.

Given these points, I respectfully urge PlayAmo to reconsider my case fairly and either pay my legitimate winnings or provide a clear explanation based on consistent policies.

Thank you for your support and assistance in resolving this matter.

Best regards

Thanks to both parties for your replies.

Dear PlayAmo Casino Team,

We appreciate you looking further into the matter. Kindly inform us about your conclusions regarding the matter publicly here, or provide further clarification that led to your original decision to my email at [email protected]

Looking forward to your reply.

Dear Tomas,

Thank you for your patience. We would like to inform you that the official letter with detailed information regarding the complaint has just been sent to the email address you provided.

Thank you very much.

Best regards,

PlayAmo Casino Team

Dear Tomas and Casino Guru team,

Thank you for the update.

According to PlayAmo, an "official letter" has been sent to Tomas, not to me — the affected player. I respectfully request that this letter be shared here publicly, or at least forwarded to me as well, since I have not received any direct communication with these "detailed conclusions."

As the player involved, I have the right to know the contents of this letter and the reasoning behind the decision.

I hope this case remains transparent and fairly handled.

Best regards,

Thanks for your reply.

Dear player,

Please note that online casinos will only provide evidence to us with the understanding that these are not shared further with players or affected parties. For these reasons, the letter itself won't be shared with you. Thank you for your understanding.

From the information I received, further allegations were raised regarding the personal information with which you registered in the online casino.

• Could you please confirm you registered with accurate personal information, such as your name, date of birth, etc.?

Looking forward to your reply.

Thanks for your reply.

I apologize; however, you always need to register your account with your verifiable personal information. If you notice any mistakes, you need to remedy the situation before you deposit and play; otherwise, you are breaching the casino's rules and won't be able to verify your account.

I understand you made the mistake unintentionally; however, the kind of mistake goes beyond something we can effectively mediate. Misspellings can be argued for, but not entirely incorrect names.

I apologize for not being able to help, and I hope similar issues will not affect you in the future.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.