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Playamo – Self exclusion ignored


Resolved - Both the submitting complainant and Playamo Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Playamo Casino Review.

Player's Complaint

I am writing you an email with my complaint for PlayAmo casino. On 15th of May 2020 I have requested to be permanently self excluded from this casino on live chat support. The agent unfortunately wasn't able to do that for me but pointing me to send an email to my VIP manager regarding this.

On the same date as stated above, 15th of May I have sent an email to my VIP manager, her name is [EDIT], asking for permanently self exclusion and couple of hours she replied that she can offer me some free cash bonus just to change my mind.

As I haven't replied to accept her offer, finally she did self excluded me couple of day afterwards.

They reopened my account and because of that, I feed my addiction to gambling and Ihave deposited and lost everything.

Therefore I have contacted them to explain yhe situation that they reopened my account when they shouldn't and I am requesting full deposits back, but they don't want to do so, saying that it's my own fault.

Kindly, please do your own investigation in this matter, because this casino is breaking the license rules regarding the self exclusion measures and in the future it could do more harm to other vulnerable customers like me.

Thank you very much!

Kind regards,

Read the casino review

7 Responses

Jun 28, 2020

Hi john12 - welcome to ThePOGG.com!

As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

Do you have any record of the communications where you requested your self-exclusion and the operator's response?

Were you allowed access to your account immediately upon requesting that the account be re-opened?



Jun 28, 2020

I have evidence, I have emailed to you right now.

Thank you!

Jun 30, 2020


Wondering if you have any news for me?

Thank you!

Jul 08, 2020


I can confirm that the casino emailed me today asking for bank details to issue a refund.
I will let you know when I will get the refund.
Thank you very much for your service.
Kind regards

Jul 11, 2020

Hi. This casino it's a joke. It's been 3 days and no show of money in my account. I talked with an agent on live chat, unresponsive, waiting for ages to get a vague and incomplete answer and finally he told me it could take 14 BUSINESS DAYS to process my refund :).

I hope I will get it eventually.

Thank you

Jul 20, 2020

Hi there,

I can confirm that the refund has been paid.

Thank you for your assistance.

Jul 23, 2020

Hi john12,

Thanks for letting us know - it is appreciated.


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john12 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • PlayAmo
  • Curacao eGaming
  • Softswiss N.V.

June 28, 2020

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.


The above information is what we believe to be the the legal status of online gambling, however information on this topic is limited and hard to find. We accept no liability for any errors or ommissions. It is the reader’s responsibility to ensure that they know the legality of online gambling in their country before engaging with any online gambling service.