My first online casino experience :(

[magz88]

hey guys,

im from melbourne australia and would like to share my very first online casino experince with you.

ive been a big gambler for years now, spending most of my nights at my local crown casino and spending more than 500k there a year with the occasional big win.

about a week ago i decided to take a look at doing some online gambling and looked around at alot of reviews before i made my decision.

i was still very sceptical about the whole thing, so i thought i would test the waters a little and signed up to Playamo and deposited $100.

after the first 6 hours on the live tables i couldn't believe my eyes when i realised i had turned that $100 into 22k!!! i played th 22k right back down to about 2k then got it back up to 24k and of course at that point i decided to cashout the maximum that Playamo Casino would allow which is 4k. After sending in all my documents they were approved within a couple of hours. so far i was quite excited at how well everything was going so over the next 2 days i played a few slot machines and some more tables while i waited to hear back from the casino, i was constantly up and down but always sitting around the 20k mark.

After 4-5 days i asked the Playamo support team what was going with my withdrawal as its status was still pending and i hadn't received any emails since the day i signed up.

they assured me it was just a routine process and it just takes a little time. though i must say their support team are really unhelpful with answering a direct question.

on the 6th day i went to login to my account to play some more tables when a message popped up saying account disabled :S

so again i spoke to live support and was told to clear my cache and cookies and all that stuff in my browser so after working out how to do that i tried again and still the same thing.

then when i told them that it said account disabled every time i tried to log in my phone went all weird and it flicked onto my account for a split second then back off and the live chat had disappeard. i instantly received an email saying my account had been closed due to Multiaccounting??

after looking this up i learned that multiaccounting means using more than one account "duh". (im very new to computer terms and all that stuff, my apologies )

so now i am just really really confused as i have only ever signed up with Playamo once. so how do i have multiple accounts? :S

 

i have been hassling their support via email for a couple days now and no one will reply to me

im actually really upset about this and feel as though they have stolen my hard earned money. i dont think i could ever gamble online again

i just dont understand what is happening, i read their terms and conditions very carefully before i joined and i know for a fact i have not breached these in any way. 

so what do i do now? do they just get away with stealing? or have i actually done something wrong that i cant see?

im glad i didnt deposit $1000's into their casino as i usually would at my local but still 22k is alot of money to have stolen from you in anycase.

Could anyone please help me with this? i dont know what to do and i feel sick about it

[TheAverageGuy]

1 account is typically defined based on household, address and IP.

 

If you're in an apartment building/dorm etc, have someone else in the house that signed up (or a previous tenant) or someone from the same IP it will be flagged.

 

the apt/previous tenant can usually be resolved with paperwork, the rest (especially after a win) are less likely to end in your favour.

 

Being new, the best advise I can give overall, is always read the complete TOS and Bonus terms on the site before any deposit/play and whenever possible ensure your KYC(know your customer) is completed asap to avoid it causing delays/problems when and if you do win.

 

In this particular case, the sites TOS will be the deciding factor.. verse yourself in them.. if you're certain you are not in violation and support/management remains adamant then you can submit for resolution here (or a couple other sites) as well as directly with their regulatory body.. with that said though if resolution isn't found through the casino or second party resolution services such as offered here.. don't hold your breath on their regulatory body, some licensing bodies are more "effective" than others and Curacao isn't exactly famous for it's strict enforcement and player protection.

[magz88]

1 account is typically defined based on household, address and IP.

 

If you're in an apartment building/dorm etc, have someone else in the house that signed up (or a previous tenant) or someone from the same IP it will be flagged.

 

the apt/previous tenant can usually be resolved with paperwork, the rest (especially after a win) are less likely to end in your favour.

 

thanks for the reply,

i definitely know that i am the only person who has ever opened an account with playamo in my household and on the same IP.

that being said i do play on both my phone when im out at a friends and on my pc when im at home but im always on my own account. If that is a violation then i was completely unaware of it and didnt read anything like that in the ToS.

i also use a VPN at home which has never been a problem for friends who play at the same casino.

 

other than those 2 things that im unsure of, i followed the ToS stated on their site perfectly.

could either of those 2 things factor in as a violation??

[TheAverageGuy]

VPN's typically are a no-no and indicated as such in the TOS of the casinos, with playamo though it's been a while since I read the TOS, I know there wasn't any such term a while back..

 

The VPN itself could be an issue though as there are MANY players who use them and a limited amount of locations/ip's used by the VPN, especially if using a free version.. so in theory, it could cause the same ip to appear at multiple sign-up locations/accounts.

 

Using your device in multiple places shouldn't be an issue.. unless you happened to do so while in a country that is restricted under the sites TOS, or the friend's house you were playing at is also a member of the site and you connected to their wireless.. this would in essence violate the "one account per ip" term..

 

The above of course is not guaranteed accurate, merely my understanding based on multiple readings of sites TOS and player experiences in dealing with them.. If I'm completely wrong in any regard, I'm sure someone more knowledgeable will swiftly step in to point out my errors ;-)

[magz88]

well thats good to know, i never really thought a VPN would be an issue and i dont use any nasty free versions so i hope thats not the case :S

ive read over the TOS a few times now and unless im still not seeing it, it definitely dosnt mention the use of a VPN anywhere, so hopefully they work it out.

 

i shall definitely turn that off in future though

thanks:P

[TheAverageGuy]

Best first approach is being reasonable and trying to have a reasonable discussion with support/management to find what is necessary to resolve the situation, what their concerns are and what you can do to resolve them so the situation can be put to rest.

 

As I said, if that fails and you're certain you've done nothing in violation of the terms, then:

https://www.askgamblers.com/submit-complaint

 

AG has a pretty impressive record when it comes to helping players and casinos resolve "differences of opinion"

 

Best of luck ;-)

 

Cheers!

[ValDes]

well thats good to know, i never really thought a VPN would be an issue and i dont use any nasty free versions so i hope thats not the case :S

ive read over the TOS a few times now and unless im still not seeing it, it definitely dosnt mention the use of a VPN anywhere, so hopefully they work it out.

 

i shall definitely turn that off in future though

thanks:P

 

Hey there and welcome to AskGamblers. 

 

Perhaps the casino management is referring to this particular rule: 

 

 

 

If a customer avails of registration freespins herewith his/her county differs from IP address, the administration of the casino reserves the right to terminate such accounts and withhold the win in order to avoid negative practice in the future.

 

Still, if you believe this is not the case, you may consider the idea of using AGCCS /AskGamblers Casino complaints Service/. More about how to use it here. 

 

Also, don't forget to read carefully all the AGCCS Guidelines and make sure to adhere to them. For more information how to use AGCCS, please visit our Knowledge Base. 

 

Using AskGamblers Casino Complaints Service

 

Let us know in case you need further assistance. 

[Shimens]

I wish you good fortune in the struggle to comes.

[pinnit2015]

Yep, VPN's are mainly a no go - having said that, I did see one casino (a highly reputable) more or less encouraging people to use a VPN to get around country restrictions, which i thought was a bit odd. Also, that country was Australia 

[Cory_Morison]

So sorry to hear that. But I think that such issue took place not because you're from Australia but because you were using VPN. Though the gambling business is illegal there, nobody can prohibit you to gamble abroad. Still, if you don't feel you breached the casino rules, try to apply to their regulatory body. And if you'll manage to win this struggle, consider the possibility of switching to another online casino.

[amandaouellet]

They have ripped everyone off. It’s a fact they are a corrupt casino.

[cocopop3011]

14 hours ago, amandaouellet said:

They have ripped everyone off. It’s a fact they are a corrupt casino.

Maybe you could explain in more detail what exactly has happened to justify the comments...

[Fiekie247]

Yeah they discarded the withdrawal

I am sure with Direx N.V - You would normally get an email shortly explaining why they discarded the withdrawal.

Contact Live Chat and find out more.

[pinnit2015]

Discarded is an odd choice of word to use in terms of withdrawal status.

Makes it sound like, upon seeing the withdrawal. 'nah, we're not having any of that winning lark: discard it '

[ValDes]

Err, from my personal experience with Direx casinos seems like fluent English isn't among the top priorities for their support.  

[Fiekie247]

Yeah they more into Russian, Spanish and German to be honest from my Experience @ValDes

[pinnit2015]

1 hour ago, Fiekie247 said:

Yeah they more into Russian, Spanish and German to be honest from my Experience @ValDes

I speak one fluently (ish), one i tried to learn whilst at Uni and one I tried, and failed miserably at, due to my inability to roll my tongue