PlayAmo Casino - Играчът твърди, че плащането към него е забавено.

I am filing a complaint against PlayAmo Casino regarding the invalidation of my winnings without any verifiable evidence.

After playing multiple games, I accumulated winnings and submitted a withdrawal request. The casino later informed me that my winnings were "not valid" due to a technical issue allegedly confirmed by the game provider. They then removed all winnings from my balance and reset it to my original deposit.

However, the casino has failed to provide any supporting evidence for this claim.

Specifically, they have not provided:

The name of the game(s) affected

The game provider involved

Any incident report or technical documentation

Any gameplay logs or round IDs

Any transaction history showing how the winnings were removed

Their explanation is limited to a generic statement that a "technical issue" occurred, with no way for me or a third party to verify this.

Additionally, the balance adjustment appears to have been applied globally, rather than tied to specific rounds or gameplay events. There is no visible audit trail or breakdown of how the winnings were calculated and removed.

I contacted support multiple times requesting clarification and evidence, but received only vague responses without documentation.

The casino also initially delayed communication by raising an issue about my email address, despite me confirming and using my registered email account.

At present, my account shows only my original deposit remaining, with all winnings removed.

I am requesting that the casino either:

Provide verifiable, provider-issued evidence of the alleged technical issue (including game name, round IDs, and logs),

OR

Reinstate my winnings in full if such evidence cannot be provided

The casino has acknowledged in writing that winnings were removed due to a "technical issue confirmed by the provider," but has not provided any documentation to support this claim.

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear DM8745,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

The casino provided a playlog, but it contains no indication of any malfunction, affected rounds, or invalid results. It does not demonstrate that my winnings were caused by a technical issue.

We understand your concerns regarding the removed winnings and the discrepancies you’ve identified. Please be informed that we have escalated your case to our technical team for a thorough investigation.

Thank you for escalating the case to your technical team—I appreciate the further review.

I would like to highlight the key points for consideration during the investigation:

-The playlog provided does not identify any specific rounds affected by a technical issue

-There is no provider-issued documentation confirming the alleged malfunction

-The playlog does not include any audit trail of balance adjustments or reversals

-The aggregated wagers and wins do not reconcile with the balance progression, leaving an unexplained discrepancy

Based on this, there is currently no verifiable link between the alleged technical issue and my specific winnings.

I look forward to the outcome of the technical review and am happy to provide any additional information if required.

Thank you for the update and for continuing the investigation. The casino has replied back once more.

I would like to clarify one point: the casino has advised me to contact the game provider (Amatic) directly for verification. However, as a player, I do not have any direct relationship or access to the provider, and I am not in a position to obtain official documentation from them.

I understand that any provider-level confirmation would need to be obtained and presented by the casino itself.

At this stage, no provider-issued documentation has been provided, and there is still no round-level identification linking the alleged issue to my specific winnings.

I appreciate your assistance in reviewing this.

The player has been informed that a technical error was identified in the game Lucky Joker 10, provided by AMATIC, during a specific time period. In line with the applicable Terms & Conditions, the player’s balance has been adjusted to reflect the original deposit amount.

A full list of all bets placed since the last deposit has been provided to the player. Official confirmation of the issue, along with supporting documentation, is available from the game provider, AMATIC.

The issue occurred between 17 April 2026 at 18:00 CEST and 18 April 2026 at 23:30 CEST.

Thank you for the update and for continuing the investigation.

I would like to clarify a few key points for consideration:

• While the casino has provided a list of games and timestamps, they have not provided round IDs or identified which specific rounds associated with my gameplay and winnings were affected
• Without round-level identification, there is no verifiable link between the alleged technical issue and my specific winnings
• The casino has stated that documentation is available from the provider (Amatic), but no provider-issued confirmation has been provided, and I am not in a position to obtain this directly
• The playlog provided does not indicate any malfunction, affected rounds, or adjustments, nor does it reconcile clearly with the balance changes

Additionally, the casino has repeatedly referenced "Clause 7.5" of the Terms and Conditions. However, I have reviewed the Terms available at the provided link and have been unable to locate a clause that clearly applies to this situation.

For clarity, I would appreciate confirmation of:

• The exact text of Clause 7.5 as it applies to my account
• The version/date of the Terms and Conditions being referenced
• How this clause specifically applies to the invalidation of my winnings

At this stage, there is still no verifiable evidence demonstrating that my winnings were affected by a technical issue.

I appreciate your continued assistance in reviewing this matter.

Thank you for the continued review.

I would like to provide an update, as the casino has been responding to me privately via email rather than in this thread. I am summarizing their latest response for transparency.

In their most recent message, the casino states that:

• A technical issue affected all rounds within the specified time period in the game Lucky Joker 10
• My balance was adjusted to the original deposit under Clause 7.5 of the Terms and Conditions
• Round IDs are available in the bet list
• Supporting documentation can be obtained by contacting the game provider, Amatic Industries

However, the following issues remain unresolved:

• No explanation or evidence has been provided showing how all rounds were affected or how this resulted in my specific winnings being invalid
• While the bet list includes timestamps and gameplay entries, it does not clearly identify which specific rounds associated with my winnings were affected, nor does it provide a clear, verifiable linkage between the alleged issue and the removed winnings
• No provider-issued documentation has been provided. The casino continues to direct me to contact the provider directly, which I am not in a position to do. I understand that this documentation should be supplied by the operator
• The playlog does not indicate any malfunction, affected rounds, or adjustments, and does not clearly reconcile with the balance changes
• The casino has provided the text of Clause 7.5, but I have been unable to locate this clause within the Terms and Conditions available at the link provided. As such, I cannot independently verify its applicability or the version being referenced

At this stage, there is still no verifiable evidence demonstrating that my winnings were the result of a technical error or that the application of Clause 7.5 is justified.

I would also kindly request that the casino provide responses directly in this thread so they can be reviewed by the moderator.

Thank you for your assistance.

Dear DM8745,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Thank you, I hope you are doing well as well.

To clarify, no withdrawal has been received, and the matter remains unresolved.

This case does not concern a delayed payment, but rather the confiscation of winnings by the casino due to an alleged technical issue.

The casino has stated that a technical error affected gameplay in Lucky Joker 10 during a specified time period; however, they have not provided verifiable evidence linking this issue to my specific gameplay or winnings. No round-level identification or provider-issued documentation has been supplied.

As such, the winnings remain confiscated without substantiated justification, and the matter is still in dispute.

Thank you for your continued assistance in reviewing this case.

Dear PlayerV6202,

Thank you for your response.

I would like to kindly ask you to clarify whether you sent the requested email and evidence from the same email address that is registered with your Casino Guru account. Unfortunately, I am unable to locate your email in our system.

If you have already sent it, please confirm the email address used. Otherwise, I kindly ask you to resend the evidence to [email protected].

Thank you very much in advance for your cooperation.

Karla

Hi Karla,

Thank you for your message.

I believe this message may have been intended for a different case, as my player ID is DM8745 and I have not been requested to send any email evidence separately.

Could you please confirm whether this message applies to my case?

Thank you for your assistance.

Thank you for your continued assistance.

I would like to report a recent development in my account for transparency.

I have noticed that a balance of $1,609.11 has appeared in my PlayAmo account, despite my previous balance being $0. There is no corresponding entry or explanation for this amount in my account history, and I have not made any deposits or received any communication regarding this change.

At this stage, I have not interacted with these funds, as I am unsure of their origin.

Could the casino please clarify the source of this amount and whether it is related to the ongoing dispute?

Thank you.

Hi Karla,

I hope you are doing well.

I would like to follow up on my case, as it has now been several days without an update, and I want to ensure the matter is being reviewed correctly.

To clarify, this is not a delayed withdrawal case, but a dispute regarding the confiscation of winnings due to an alleged technical issue.

The casino has stated that a technical error affected gameplay; however, they have not provided verifiable evidence linking this issue to my specific gameplay or winnings. No round-level identification or provider-issued documentation has been supplied.

Additionally, I noticed a recent message in the thread that appears to have been intended for another player, which makes me unsure whether my case is currently being reviewed.

I would greatly appreciate confirmation that my case is being assessed, and any update on the next steps.

Thank you very much for your time and assistance.

Dear DM8745,

Thank you for your detailed updates and patience throughout the investigation.

In order for us to properly assess whether your case may be related to the recently reported AMATIC technical issue, I would like to kindly ask you to clarify the following:

• Could you please confirm whether your winnings were accumulated specifically while playing Lucky Joker 10 and/or Book of Aztec?
• Could you also please confirm whether the gameplay associated with the disputed winnings took place between April 17 and April 18, 2026?
• If possible, please share the exact timestamps of the gameplay sessions connected to the disputed winnings, as well as any available round IDs or screenshots from your game history.

This information will help us compare your case with the technical issue currently under review.

Thank you very much in advance for your cooperation.

Karla

I would also like clarification regarding the unexplained CAD $1,609.11 currently showing in my account balance.

I first asked the casino about this going on four days ago and still have not received an explanation regarding:

• what this amount represents,
• how it was calculated,
• or whether it is considered withdrawable.

Given that the dispute centers heavily around balance reconstruction and allegedly invalid gameplay, I believe clarification of this amount is relevant to the transparency and consistency of the casino’s accounting.

If no clarification is provided within the next 24 hours, I will reasonably assume that the displayed balance is available for withdrawal and not subject to the disputed confiscation currently under review.

Dear DM8745,

Thank you very much for your detailed cooperation throughout the investigation and for providing additional information regarding your gameplay sessions.

After carefully reviewing the information provided by both sides, including the timestamps, affected games, and the timeframe involved, we have concluded that your case falls within the scope of the recently identified AMATIC provider-side technical issue affecting multiple casinos between April 17 and April 18, 2026.

Based on the information available to us, the issue originated on the provider’s side rather than on the casino’s side. We have also received confirmation that other operators experienced the same problem involving AMATIC games during the same period, specifically affecting titles such as Lucky Joker 10 and Book of Aztec.

As a result, we are unable to continue pursuing the complaint against the casino, as the disputed winnings were connected to a broader provider-related technical malfunction rather than an isolated action taken solely by PlayAmo Casino.

For this reason, we are rejecting this complaint.

I understand this outcome may be disappointing, and I appreciate the time and effort you invested into documenting the situation and communicating with us throughout the process.

Karla