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Amok Casino - Refused to payout my winning
Ruling
Declined - This player has already played down their balance. We cannot assist you if you contact us after you have played and lost your funds.
Read our Amok Casino Review.
Player's Complaint
I want Amok casino to refund all my deposits made after requesting documents. It's about 10607 Euro. I started playing on September 22, which I put in on several occasions and was not very lucky. At my last deposit of 4700 Euro I got the luck back and had 26K in profit. I took out 10K and it was paid immediately at once but when I won a little more and tried to take 25K more then the problems started. They asked ayy I would send documents to them which I did and since it was the weekend they started whining that the date on transactions is not from the 22nd but the 23rd of August. I tried to explain that in Sweden it is booked when it is everyday. [EDIT] on the support was very helpful and said he would fix it. But nothing happened. First the message that I would upload documents disappeared but then it reappeared. I sent everything I had but got no response from them. I tried on several occasions to withdraw my winnings but did not succeed and in the end I played the entire winnings. What irritates me is that it was okay for them that I put in more even though my documents were not approved but did not take anything out. I do not think this is the right way and not fair at all and you are serious so they would not allow me to deposit either. It should be on both sides that neither deposits nor withdrawals should apply before approving documents. As soon as I inserted, the message about uploading documents disappeared and as soon as I tried to take it out, it reappeared and I was not allowed to take anything out. I deposited a total of 18K with them. After a week of play, I got my cashback and notice regarding the documents was not there in a week, so when I won a little again and tried to withdraw, it started again that I was not allowed to withdraw. It had been more than 8 days and I did not receive a message or email for the part that my documents were not approved. I talked to the chat and tried to get an answer why they have not informed me that they needed more documents but never got a real answer. Okay I accept that I lost my profit of 26K efetrsom I was not allowed to withdraw it but what I demand that they pay back is 10607 euros are the deposits made after they demanded documents from me. I do not think they have the right to let me put but not take out. It's not fair at all and no other casino does that either. I have sent several emails to them and the company that owns Amok casino but have not received any response from them. It's not serious at all to do that way. As a player, I expect myself to feel safe playing at a casino [EDIT]. It's okay to deposit as much as you like but not withdraw winnings, it's not okay.
2 Responses
Sad that you do not want to go ahead and help me with my case. I do not think it's okay for Amok not to notify me that my documents are not approved. How do I as a player know that they need more documents if they do not notify me. If they are serious now, they would have informed me that they need more documents to verify my account. It's okay to put as much as you like but it's not okay to withdraw. Had I not asked to withdraw money from the casino, they would not request documents, what hypocrisy this is. I understand that you are on their side. Thanks anyway!
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Agreement
seani2003 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:
- Any involved parties
September 9, 2021
Hi seani2003 - welcome to ThePOGG.com!
Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.
As we are the ADR for the Infiniza Limited 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.
Sadly there is nothing that we can do to help you in this instance.
Firstly, if you are having issues with verifying your account, we can help with that. But only if you approach us while you have a live balance. If you play with a lose your balance before coming to us (or during the complaint management process) there is nothing we can do. You would not be looking for the winnings to be annuled had you won, so we cannot challenge for the losses to be annuled either.
Secondly, the laws surrounding player verification only require that gambling operators do not make payments to customers that they have not verified. They explictly allow for deposits to be made while the verification process is ongoing.
You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 12k gambling operator websites for between 24 hours and 5 years.
Sorry we could not be of further help.
ThePOGG