AMPM Casino - Jugador enfrenta rechazo de retiro debido a violación de reglas.

Hello, unfortunately it's that time again when I need an expert opinion at least once. Here's the situation: As always, I've received advertisements from various casinos, and while browsing, AMPM CASINO caught my eye with an attractive bonus. I then went to their casino page to take a closer look at the bonus. There are numerous bonuses there that need to be activated. I chose one. Within this bonus window, there's a small question mark; if you click on it, the terms and conditions for this bonus appear. (See photos attached). There, for example, the wagering requirements are listed, how high the bonus is, and how high my deposit must be to receive this bonus. Okay, I thought to myself, that all sounds good, risking the €50 minimum deposit. I successfully activated the bonus, made my deposit, and managed to turn it into €1,470, which was then successfully converted into real money after meeting the aforementioned requirements. I then wanted to withdraw €1,400. The withdrawal was rejected due to a rule violation. I questioned how a rule violation was defined. Well, because I hadn't made a deposit in the past, and I hadn't claimed a bonus that was designed to allow a maximum of four claims, a deposit without a bonus, with immediate real money. Otherwise, I would have gained an advantage. The only ones who reserve a lot of rights because they leave themselves open to everything in their terms and conditions are themselves. They're deliberately misleading; if they at least pointed out further terms and conditions with an asterisk, it would still be acceptable. They bombard you with bonuses; if you claim them, you've committed a rule violation... I then simply said that if I had lost the €50 immediately, they would have pointed out the rule violation without being asked and credited the €50 back. They would hardly have silently withheld it without being asked. My question is, are they allowed to do that, or are you saying that this is almost a withdrawal trap? As if they can't get enough. Do I have a chance, or should I just write them off to save my nerves? What else can I do, in your opinion?

LG

*****

Hallo, leider ist es wieder soweit, dass ich zumindest einmal eine Experten-Meinung bräuchte. Es stellt sich die Situation dar, ich habe wie immer Werbung von diversen Casinos bekommen, beim durchsehen ist mir das AMPM CASINO mit einem ansprechenden Bonus ins Auge gefallen. Daraufhin bin dessen Casinos Seite gewechselt um mir den Bonus genauer anzusehen. Es gibt dort eine Vielzahl von Bonus, die zu aktivieren sind. Ich habe mich für eines entschieden. Innerhalb dieses Boni-Fensters ist ein kleines Fragezeichen, wenn man dieses anklickt, erscheinen die zu diesem Bonus, die Festgelegten Bedingungen. (siehe Fotos anbei) Dort werden z.B.die Umsatzanforderungen benannt, wie hoch der Bonus ist, bzw. wie hoch meine Einlage sein muss, um diesen Bonus zu erhalte. In Ordnung, dachte ich mir, es hört sich alles gut an, die 50 € Mindesteinzahlung riskierste. Der Bonus von mir erfolgreich aktiviert, meine Einzahlung auch gemacht, Es geschafft daraus 1470 € zu machen, die dann erfolgreich nach Erfüllung der besagten Auflagen, in Echtgeld umgewandelt wurden. Daraufhin wollte ich 1400€ Auszahlen lassen. Die Auszahlung wurde abgelehnt, wegen eines Regelverstoßes. Wie jetzt Regelverstoß, habe ich hinterfragt. Tja, weil ich keine Einzahlung in der Vergangenheit getätigt hätte, wobei ich keinen Bonus in Anspruch genommen hätte, der dazu da wäre, bei max. vier Beanspruchungen, eine Einzahlung, ohne Bonus, mit sofortigem Echtgeld durchzuführen, ansonsten würde ich mir einen Vorteil dadurch verschaffen. Die einzigen die sich vieles Vorbehalten, weil sie sich überallein Türchen in den AGBs offenhalten sind sie es doch selber. Die führen doch absichtlich in die Irre, wenn sie wenigsten mir einem Sternchen auf weitere AGBS hinweisen würden, wäre es noch hinzunehmen. Sie Bombardieren mit Bonis, nimmt man sie in Anspruch, hat man einen Regelverstoß begangen.. ich habe dann nur noch gesagt, wenn ich die ich die 50 € sofort verloren hätte, hätten sie dann auch unaufgefordert auf den Regelverstoß hingewiesen und die 50 € wieder gutgeschrieben. Wohl kaum die hätten die dankend, stillschweigend einbehalten. Meine Frage, dürfen die das einfach, oder sagen Sie das ist ja schon eine in Richtung Abbofalle zu bezeichnen. Als würden sie den Hals nicht voll kriegen. Haben ich eine Chance, oder auch wieder nervenschonend, abschreiben?? Was kann ich ihrer Meinung noch machen??

LG

*****

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with AMPM Casino.

Please note that no screenshots or other documents were included in your complaint submission.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that the casino confiscated your winnings due to multiple deposit bonuses being activated in succession? If the bonus you activated and played was a deposit bonus, we don't consider confiscation of winnings due to the reason you are describing as a fair practice.
• Could you please share a screenshot of which bonus you activated and played?
• Could you please share your communication with the casino listing the accusations of broken rules as evidence? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Thanks for your emails and explanations.

Have you saved the live chat correspondence where the accusations of broken rules were listed? Could you please share the communication with me or share a screenshot of it here?

I apologize for the inconvenience.

Hello, I sent you the reply from my private email address: [removed by Casino.Guru admin]. I can't send an attachment from here. It keeps blaring. But the message isn't going out. Sorry...!

******

Hallo ich habe Ihnen von meiner privaten Email Adresse: [removed by Casino.Guru admin] die Antwort gesendet, von hier kann ich keinen Anhang senden. Er orgelt und orgelt. Aber die Nachricht geht nicht 'raus. sorry....!

******

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

With pleasure, thanks for the info...let's hope for the best, with that in mind, hopefully see you soon...!!! 😉

Sehr gerne, danke für die Info...dann wollen wir mal das Beste hoffen, in diesem Sinne, bis hoffentlich bald...!!! 😉

Hello,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hey, hey..., that sounds like a plan, thanks for your support....😊👍👨‍🎓

Hey,hey....,dass hört sich nach einem Plan an, Danke für Ihre Unterstützung....😊👍👨‍🎓

Hello, please contact us at ( ) is very important to me...Thank you!

Hallo, bitte einmal unter ( tomas@casino.guru ) nachschauen, ist mir sehr wichtig...Danke!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, I wanted to ask why it was extended for another 6 days. Has the casino even contacted me about this, or is this a gesture of goodwill on your part?

LG

The tooth dealer

Hallo, ich wollte einmal hinterfragen, aus welchem Grunde es nochmals um 6 Tage verlängert würde.?? Hat sich das Casino denn dazu überhaupt gemeldet, oder ist es ein Entgegenkommen Ihrerseits gegenüber dem Casino..??

LG

Derzahndealer

Hello everyone!

The information has been sent to the following email - jozef.k@casino.guru.

If you have any additional questions let us know via email.

All the best

Dear Derzahndealer,

We have reviewed the information provided by the casino and expressed our opinion that the situation could have been avoided if their system had prevented ineligible players from claiming the bonus. We also highlighted that since you were risking your own real money with the deposit bonus, your winnings should not be confiscated under such circumstances. We are now awaiting the casino’s response to our position.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear Derzahndealer,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear Derzahndealer,

as I mentioned above the casino confiscated your winnings based on clause 2.17 — specifically, using four consecutive bonuses without making a single deposit without a bonus in between.

After reviewing the situation, we believe that the system in place gives a slight advantage to the casino: if players lose, the casino keeps the deposits, and if they win, as in your case, the winnings are confiscated. We consider this an area that could be improved to create a fairer experience for players.

We have reopened your complaint and are waiting for further details from the casino to confirm whether their decision is final. Based on our evaluation, we believe your winnings should be paid, but we need to wait for their official confirmation before closing the case.

We will keep you updated as soon as we hear back from them.

Hello, that suits me of course because I also believe that things just have to be fair. You are bombarded with bonus offers, one after the other, all linked to a deposit on my part, the corresponding button marked with a ? which shows, or rather suggests, that these are the corresponding bonus requirements, but sadly, in the case of a win, you are taught a lesson. Because suddenly there are overarching conditions on top of the bonus terms and conditions just mentioned. And the mockery is, I can deposit and lose, no one from the casino rows comes along and says I have used a bonus too often in a row, which is against our rules, we have to credit your deposit immediately, it is accepted with open arms, not to say open pockets, silently and recorded. But if you win, they immediately pull out all their tricks and conjure up a rule violation, knowing neither friend nor foe... the winnings have directly violated the rules and are confiscated. Such unfair practices definitely need to be revised or abolished altogether. In my opinion, there are simply far too many loopholes that a casino is allowed to leave open these days, because they know full well that every player will fall into one. This allows them to pin them down and portray their payout as a rule violation. The whole thing is crying out for a thorough investigation.

(TheToothDealer)

Hallo, das kommt mir natürlich entgegen, weil ich auch der Meinung bin, es muss einfach fair bleiben, man wird bombardiert mit Bonusangeboten, eine jagt die andere, die mit einer Einzahlung meinerseits verbunden ist, der dazugehöriger Button, der mit einem? gekennzeichnet ist, aus dem hervorgeht, besser gesagt suggeriert wird, dies sind die dazugehörigen Bonbusanforderungen, aber man wird traurigerweise, im Falle eines Gewinnes, des Besseren belehrt. Denn plötzlich gibt es über die eben erwähnten Bonusbedingungen, noch übergreifende Bedingungen. Und der Hohn ist, einzahlen und verlieren darf ich, da kommt niemand aus den Casinoreihen und sagt, sie haben zu oft in Folge einen Bonus genutzt, was gegen unsere Regeln verstößt, wir müssen Ihre Geldeinlage umgehend wieder gutschreiben, die wird mit offenen Armen, um nicht offenen Taschen zu sagen, stillschweigend angenommen und verbucht. Aber wehe man Gewinnt, dann kramen sie sofort in deren Trickkiste und zaubern den Regelverstoß hervor und kennen weder Freund noch Feind... der Gewinn hat direkt gegen die Regeln verstoßen und wird konfisziert. Solche unfairen Abläufe müssen definitiv überarbeitet werden, oder ganz abgeschafft werden. Es sind einfach aus meiner Sicht viel zu viele Türchen, die sich ein Casino heute offen lassen darf, weil sie genau wissen, irgendwo tappt jeder Spieler mal hinein. Wodurch man ihn darauf festnageln kann, um dessen Auszahlung, als Regelverstoß dar zustellen. Das ganze schreit förmlich zum Aufarbeiten.

(DerZahndealer)

Dear Derzahndealer,

I am very sorry, but it seems the casino team has made their final decision. This is unfortunate, as this case could have been an opportunity to improve the system and, with it, the safety of the players. It could also have included finding some form of compromise compensation for your winnings.

I confirm that you have breached the terms and conditions. However, not all of these conditions are safe or fully objective. In our review of this specific casino, we identified this particular condition as unfair, and I applied the same reasoning here. As I explained earlier, if you had lost, I doubt you would have been refunded. But since you won, you only received your deposit back. This effectively meant you played without any real chance to win — you could either lose or, at best, recover your deposits. I also consider the position of other players: many may continue losing without realizing that even if they win, this condition prevents them from receiving their rightful winnings.

To be clear, this is not a trap-like term, nor does it represent fraudulent activity by the casino. However, it is not a sign of a safe casino, particularly when no effort is made to improve once such issues are identified.

Based on the above, I must close this case as unresolved. This will have a negative impact on the casino’s safety index on our website. You may still contact the licensing authority of the casino, but since you have breached the terms and conditions, it is very likely that their opinion will align with the casino.

Kind regards, Jozef