Perfect Example of How Customer Support SHOULD NOT Treat a Player

Withdrawals from online casinos can sometimes be quite stressful, but if there’s a professional customer support team, an issue can be resolved quickly, resulting in a pleasant player experience. That’s why our “From the Players for the Players” team focuses on communication with the support department as well so that players would know if they can rely on customer support agents in case some unexpected situations occur.

For this particular investigation, we’ve selected a non-US-friendly AMPM Casino and delegated one of our testers to take a closer look at the quality of services offered by this Curacao-licensed platform. Things seemed quite fine in the beginning, but issues emerged during the cashout phase, which resulted in unsuccessful withdrawal.

Before we guide you through the entire investigation, take a look at the highlighting moments of our tester’s research:

• Tester of the day: Cactus12
• Deposit made on October 28, 2022- USD 200 in BTC (0.009851)
• Withdrawal of USD 50 via BTC requested on October 28, 2022, but the tester didn’t manage to cash out the funds
• The tester was banned from the live chat

Banned from the chat?!? Throughout our test reports, we’ve had all kinds of situations with customer support departments, but something like this didn’t happen.

Stay tuned for the full AMPM Casino test report and find out what went wrong!

AMPM Casino Overview

AMPM Casino is in partnerships with numerous top-class providers, which is why its lobby is crowded with action-packed and feature-filled games. Some of the studios whose adventures are found in the portfolio include the likes of BGaming, Spearhead Studios, Vivo Gaming, Endorphina, Eyecon, Push Gaming, Spinomenal, and many more.

In terms of promotional activities, the operator accommodates introductory offers on the first three deposits, a birthday bonus, and cashback. There are tournaments as well as a Loyalty program with no less than 16 levels of advancement and plenty of incentives.

Registration

The tester’s journey began on October 28, 2022. She entered her e-mail and password in the registration form and received a notification to confirm her e-mail address.

After that, she submitted her personal details, which marked the sign-up process completed.

As soon as she entered all the data and saved them, a notification appeared, letting her know that further editing is possible through the Support service.

Deposit

As soon as she finalized the registration, the tester went on to fund the account. She selected Bitcoin and typed in $200.

A couple of minutes later, a notification arrived, informing her that deposit was successful.

Though the amount expressed in BTC was slightly less than the one tester initially entered ($199.31), her starting balance was $200. Such minor discrepancies are usually the result of BTC value fluctuations.

As for the available payment methods, the options include cards, wallets, and cryptocurrencies. The minimum deposit amount is $10 or the equivalent sum in other currencies.

Gameplay

Having replenished the account, the tester decided to explore AMPM Casino’s wealthy portfolio. Her first choice was Wild Bandito. Following this was Night Wolf Darkest Flame from Spinomenal’s Wolf Pack series, after which she launched PopWins Critter Pop.

After these releases, she checked out Hallowin and then switched to Book of Pumpkin. The tester’s next choice was 10,001 Nights Megaways. During one of the features, she collected a win of $21.48.

The next in line was What the Fox Megaways followed by Brides of Dracula Hold & Win where she scored $24.00.

She also tried luck with Merlin’s Revenge Megaways but after only a couple of spins, the tester returned to Brides of Dracula Hold & Win, where she had a win of $23.25 and a couple of smaller ones. There were a couple of glitches during this game, but nothing that spoiled the overall experience.

Having finished her playing session, the tester attempted to withdraw, but that’s where the problems occurred.

Withdrawal options are similar to those available for deposits. The minimum amount for the majority of methods is $10, except for crypto, where players can request a min of $30. Max limits per month vary from $10,000 to $50,000, depending on the method selected.

“4.7 The order of Jackpot payouts, drawn in Divine Fortuna slot (you can read terms and conditions of Jackpot in the dialog box when you open a slot):

4.7.1 The payout of winnings (Jackpot) depends on the amount: a) If the winnings amount is less than 50 000 EUR, the payout can be started in five working days from the moment of winning, in accordance with the stated deadlines - link. b) If the winnings amount is over 50 000 EUR, the payout can be started in 7 working days from the moment of winning.”

Also, it is indicated that the Individual conditions are applied to payouts of winnings over 50,000 EUR. The cash out period is calculated based on the selected payment method, the jurisdiction where the player is located, and other factors. If no restrictions exist, the winnings are paid out as soon as possible.

As for the refunds:

“8.3 We reserve the right to withhold any refund or reverse transaction until the identity of the Player Account User is adequately established to our satisfaction, in order to ensure that any payment made to Us will be honored after a refund has been made. You agree to provide, in case We demand, a notarized identification, or any other certified identification in accordance with the applicable laws of Your jurisdiction. If such a notarized or authenticated ID is not provided within five (5) days of our request, no such refund or chargeback transaction will be made, your Player Account will be closed until the requested documents are provided, and a monthly fee of 8 EUR will be charged.”

Customer Support

As the notification in the cashier stated that the tester’s available withdrawal amount was $0, she turned to live chat support on October 31, 2022, to see what was the problem.

According to the Terms:

“4.3 Ampm.casino has a right to deduct 20% of the withdrawing amount if X3 wagering requirement to deposit amount was not met (except all table games and slots from section 7.4).”

The similar one clarifies as follows:

“4.9 You agree that the funds in your account should be used only to play the Games hosted on the Site. If you request a payout without wagering a deposit (x3 from the deposit amount), we may require you to wager all deposit amount or the part of it, or withhold a 20% commission of the payout amount. This will be done according to our internal security processes and procedures. We may refuse payment if we suspect that funds are being withdrawn because of the fraud or money laundering.”

So, even though she hadn’t met the mandatory 3x WR, she was able to withdraw with the fee applied. However, the live chat agent noted that “this rule applies only in exceptional cases” but, apparently, that wasn’t the case with our tester.

After the tester’s comment that the casino was breaking its own T&Cs, she was banned from live chat. She tried initiating the communication a bit later the same day and a couple of days later, but unfortunately, without success. She even sent two emails, one on October 31, and the other on November 3, and both remained unanswered.

On November 8, 2022, after attempting to activate live chat, again with no success, she decided to play some games. She selected Stolen Treasures- quite an interesting choice, taking the entire situation into account. However, she wasn’t able to launch it.

She tried Mustang Money, and luckily, she managed to start the game. During free games, she acquired a total of $31.80. She then switched to Super Charged 7s Classic and then explored Roaming Reels, which marked the end of her journey.

Conclusion

Banning a customer from live chat without providing reasonable explanation and leaving e-mails unanswered is definitely not the way to treat players.

Exploring the Terms, players will notice one rule which states that no withdrawals will be processed until the account is fully verified.

Also:

 “3.3 The Company reserves the right to check the player’s identity prior to processing payouts and to hold withdrawals for the time needed to check the player’s identity. Please note that when cumulative withdrawals reach € 1,000 the player verification procedure will be mandatory. In case of false personal data provided by the players, the withdrawal can be refused and the user account can be terminated. The player will be informed thereof by email. We can request a copy or a digital photo of his identity document and other required documents (When making a deposit with a credit card you must send a copy of both sides of the card. The first six and the last four digits of the card should be visible, CVV2 code can be painted over), or call. Failure of passing this verification during 7 day will result in an account closure until the verification procedure is completed and charging a monthly fee of 8 EUR for the verification period.”

Plus, a phone call can also be a mandatory part of the KYC process, if the operator deems it necessary.

However, the live support mentioned no ID verification process, otherwise, our tester would make sure to complete the process and then request the funds. The only comment the agent made referred to the wagering requirements.

Although everything seemed well at the very beginning of our tester’s investigation, the final phase was an utter disappointment. Not only the tester wasn’t able to withdraw the funds, but she was also banned from the chat. Until the moment of writing this test, her emails remained with no response.

With that in mind, we advise you to be very careful when approaching AMPM Casino. Even though everything is well-presented in the Terms, the operator doesn’t seem to abide by them.

Gamble responsibly!