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On March 14, 2025, I won over €5,000 playing a Pragmatic Play slot at playamo.com. This win put me in first place in Pragmatic Play's daily Drops & Wins tournament. I was in first place until the end of the tournament. So, I won another €5,000 from the tournament. Today, May 18, I still haven't received my tournament winnings. Support is responding, but the replies have nothing to do with the tournament. Meanwhile, Playamo.com has started its own Drops Wins tournament with different terms and conditions, which aren't the same and could be confusing. VIP support tells me to wait until the Pragmatic operator sends the winners list to Playamo, and the winnings will be added manually. There are some reports online that this doesn't happen in the end. I can't get any further; my winnings are missing, and support says they have no idea.

Ich habe am 14.03.2025 bei einem Pragmaticplay slot bei playamo.com über 5000€ gewonnen. Durch den Gewinn bin ich bei Pragmaticslot täglichem Turnier drops&wins auf Platz 1 gelandet. ich war auf Platz 1 bis zum Ende des Turniers. Durch den Turnier habe ich also weitere 5000€ gewonnen. Heute am 18.05 habe ich immer noch mein Turnier Gewinn nicht erhalten. Das Support Antwortet zwar aber die Antworten haben nichts mit dem Turnier zu tun. Mittlerweile hat das Playamo.com eigenes Drops Wins turnier gestartet mit anderen Bedingungen, was aber nicht das gleiche ist und für Verwirrung sorgen kann. VIP Support sagt ich solle warten, bis der Pragmatic betrieber die Gewinnerliste an Playamo schickt und die Gewinne werden manuell hinzugefügt. Im internet stehen einige Berichte dass das am Ende doch nicht passiert. Ich komme hier dort nicht weiter, gewinn Fehlt, support macht auf "Keine Ahnung".

Dear jarorydz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please clarify when exactly the tournament ended?
• Do I understand correctly that you were supposed to receive €5000 (dispute value) for the first place?
• Have you ever participated in a tournament before? If you have, were your winnings credited successfully?

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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Sorry, I want to correct that: the win was on May 14, 2025, not March 14, 2025. The daily tournament ended on May 14, 2025, and I took first place with €5,000, and yes, that would be the value in dispute.

Participation in the tournament is automatic by playing certain slots, which was the first participation in a PragmaticPlay slot of this kind.

Entschuldige ich möchte korrigieren der Gewinn war am 14.05.2025 und nicht am 14.03.2025. Das tägliche Turnier endete am 14.05.2025 und da habe ich den ersten platz gehabt mit 5000€ und ja das wäre der Streitwert .

Die Teilnahme an dem Turnier erfolgt automatisch durch das Spielen von bestimmten slots , das war die erste Teilnahme an pragmaticplay slot dieser Art.

I finally received my winnings today after contacting several people. I don't know if that would have happened without a hitch, but it's there.

Ich habe mein Gewinn nachdem ich mehrere instanzen kontakiert habe doch noch bekommen heute. ob das einfach so passiert wäre weiß ich nicht, aber es ist da

Dear jarorydz,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Kristina

Casino.Guru