Playamo Casino - プレイヤーが複数のアカウントを作成しました。

Hi,

I previously had an account with playamo that has been closed since April 2020, i dont have access to it at all anymore.( i do have the email communication with the Playamo's Vip Manager named Elly confirming the closure of my previous account)

3 days ago i created a new account with them, contacted live support as well about a 'double your deposit offer they have' and was told that i could not have that because it showed that i had an account with them previously. So the 2 account situation (duplicate account) was already flagged at my first deposit which was for $250.

I was allowed the acces the casino keep depositing money which built up to $2205 over the next 24hrs.

Yesterday i got a decent win and requested a $4000 withdrawal.

They then decided to disable my acc because i finally had a win, was requesting a cahout and not just pouring money into their casino. Their reason given was that i had a duplicate acc.

Which isnt the case cause the first one is close and inactive.

The way i see it is that they deliberately decided to allow me to deposit into their casino eventho they knew that i created a new account and chose to cut me off once i requested a cashout taking away my winning and asking me to request for the withdrawal of my deposits ($2205)

Since that happen I've had no confirmation of my deposit refund even being processed.

They don't want to hear about the fact that my first account has been closed upon my request by one of their own manager almost a year ago, meaning there no such thing as duplicate active account and no avantage was gained from the situation.

Dear Ronny,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem, but please understand that you breached one of the main rules. Most casinos don’t allow creating multiple accounts per person, which is also mentioned in the General T&Cs (https://www.playamo.com/terms-and-conditions):

„Each player can create only one personal user account. Creating multiple user accounts by a player can lead to termination of the accounts and suspending of all payouts. Please have in mind that the casino reserves the right to reject a deposit refund request in case a duplicate account is detected. ..."

From your initial message, it seems, that the casino’s support even informed you about this fact. Your winnings were voided rightfully in accordance with the T&Cs and I’m afraid it is an irreversible process and there is not much we could do. On the other hand, we believe, that your account should be blocked immediately after it was detected, and not after you successfully deposited and won.

Would you be so kind and forward all the relevant communication between you and the casino to kristina.s@casino.guru? I would especially like to see the conversation with the live chat support in which the casino informed you about having a duplicate account.

Looking forward to hearing from you.

Best regards,

Kristina

My deposits were refunded, thanks for you input, i dont have acces to the account anymore thus cant retrace the chat with live support, unless you guys know a way for that to be done

Thank you for your reply, Ronny. From our point of view, the casino proceeded correctly by refunding your deposits. Unfortunately, there is not much more we can do in this specific case, as one of the main rules was breached and we would refrain from going against the industry standard. The only thing I can recommend you is always carefully reading the T&Cs, and avoid creating more than one account in each casino, despite the fact the first account was inactive. In the case of a deactivated account, you can always try to ask the casino to reopen it.

After gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.