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Dear Yokolol

Thank you very much for submitting your complaint and forwarding relevant communication. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please advise if your account is still accessible? Could you please forward your cashier history or payment receipt to petronela.k@casino.guru?

I have checked terms and conditions on the website, and this is what I found https://www.playamo.com/terms-and-conditions:

„2. PERSONAL LIMITS

To assist you in gambling responsibly we offer the Personal Limits feature. If you want to setup any limits - you should contact customer support at support@playamo.com.

Deposit Limit. A limit on your deposits for a day, a week, or a month. Loss Limit. A limit on your losses in the casino for a day, a week, or a month. Please note the loss is based on the initial deposit and not winnings attributed to the deposited amount. If for example you deposit €50, set a Loss Limit of €10 and then go on to win €1,000, you can still lose more than €10 of the €1,000 balance, as it is based on the initial deposit instead of the winnings. Wager Limit. A limit on the amount wagered during a day, a week, or a month. Cooling-Off Limit. You can set a Cooling-Off Period for 1 week, 1 month, 3 months, or 6 months. While the limit is active you cannot deposit with the Casino and will be excluded from all promotional offers, although you may withdraw the remaining funds during this period. Cooling-Off period is applied to your account immediately. Upon its expiration your account will automatically be re-activated. Self-Exclusion Limit. You can set a Self-Exclusion Limit for 6 months, 9 months, or 1 year. Upon doing so your Player Account will immediately be disabled and you will be excluded from all promotional offers for the set period. You will not be able to deposit or withdraw funds when the limit is active.

Please note that if you are self excluded from the casino for indefinite period of time, the funds remaining on balance will be paid according to the casino limits. If you are self excluded for a definite period of time, the funds remaining on balance will be paid according to the casino limits only when the period of self exclusion expires.

3. SELF-EXCLUSION BY REQUEST

You may also contact our support team at support@playamo.com and inform us about your decision to stop gambling at the Website for a certain period of time or forever. We will take all measures to block your access to your account and make sure that you receive no promotional materials."

Could you please advise if you have tried to set any deposit limits or sent an email to the abovementioned email address?

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

Best regards,

Petronela

I cannot access my account anymore but i had to ask 4 different persons and make a complaint in order to close it , as i said , I asked my vip manager twice to close it and instead she gave me a 100 spins bonus

.. thats not normal at all.. feeding the addiction of someone to make more profits ... this is not human.. humanity took a shot ..

- 24 nov : asked for a closure on live chat

- 25 nov : asked twice for account closure

- 28 nov : asked my vip manager to close my account mentioning that i was done.

04 dec : account was closed

Thank you, Yokolol, for your reply. Could you please forward any screenshots of those requests made through a live chat as the only request that I have received was the one from 28th of November, when you’ve asked to close your account due to bad customer support and poor RTP. Additionally, could you please forward your cashier history, or bank statement showing deposits. Looking forward to hearing from you.

Thank you very much, Yokolol, for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Yokolol.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear Yokolol.

Have you received it, please?

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will consider your case got resolved.

Hello Yokolol.

Please, is there any new info?

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will consider your case got resolved.

Thank you for using the Casino Guru complaint resolution centre. We will now mark it as 'resolved' in our system.

Please, do not hesitate to contact us in the future.