PlayAmo Casino - プレイヤーの自己排除は尊重されていません。

This casino will not honour your self-exclusion. I have emailed them multiple times, titled the email self-exclusion and they ask if there is anything they can do for me. I have still been receiving promotional emails and they have been giving me free spins. Stay away!!!

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with PlayAmo Casino. I have checked the responsible gambling policy of the casino and have found the following information:

You may also contact our support team at [email protected] and inform us about your decision to stop gambling at the Website for a definite or indefinite period of time. We will take all measures to block your access to your account and make sure that you receive no promotional materials.

Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Do I understand correctly that your account is still open?  
• Please specify the first time you contacted the casino support to request self-exclusion.  
• Did you send your request via email or live chat? Have you mentioned that you've been struggling with gambling problems?
• Would you be so kind as to forward me the self-exclusion requests that you sent to the casino? My email address is [email protected].

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,

Natalia

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Natalia, dear player,

Thank you for bringing this situation to our attention. We take matters related to responsible gambling and self-exclusion very seriously, and we are currently reviewing the details of this complaint internally.

We highly appreciate your cooperation and the opportunity to address this case. 

Thank you again for your patience and understanding.

Best regards,

PlayAmo Casino Team

I initially contacted customer support via live chat to request self-exclusion. While I don’t have the chat transcripts, I am certain I specified that I wanted my account permanently closed and that I no longer wished to gamble. Support advised that they were unable to process my request and that a specialist would need to handle it.

On 30/07/2025, I received an email from my VIP Manager, and I again requested that my account be closed. Despite further email exchanges, my account has not been closed. The most recent email I sent, dated 20/08/2025 and titled SELF-EXCLUSION, also went unanswered, and the account remains active. 2 days after my self exclusion email i received free spins from the casino.

I also located a similar email I sent back in 2022 requesting self-exclusion, to which I never received a response.

Look forwards to your response.

Upon review of my account this issue may soon be resolved. Funds have been placed in the account, if the withdrawal processes I will update and hopefully after my account will be permanently closed. Thanks for that assistance in this matter.

Dear PlayAmo Casino, thank you for joining this complaint thread and for looking into this issue.

Dear player, I have checked the screenshots you sent. Is it possible to forward the emails themselves (not as screenshots)? In the screenshot, it is stated that you contacted "CHLOE" while the self-exclusion requests must be sent to [email protected]. Was it your only attempt to contact the support? Have you specified the reason for closing your account as gambling problems or addiction, so that the casino would evaluate your message as a self-exclusion request and not as a simple account closure request?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Aussie131313,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Natalia