Complaint #7 PlayMojo Casino

Unpaid winnings and casino is unresponsive

By Lizardx

7 months ago

Dear AskGamblers

I am submitting this complaint regarding a serious issue I am experiencing with PlayMojo casino.

I registered at PlayMojo in September and played only once. During that session, I had a win of €3,675. Immediately after I won, the casino closed my account, stating that they needed to verify my identity before proceeding.

I fully complied with all verification requests and sent every document they asked for. After reviewing my documents, they informed me that they would process a refund/withdrawal. However, this refund was never processed, and the casino stopped responding to my messages altogether.

After some time, I received an email stating that my account is now closed permanently and cannot be reopened. This is irrelevant to my refund request, and it does not justify withholding my legitimate winnings. The funds rightfully belong to me, and PlayMojo casino has given me no explanation for why they have not paid out.

PlayMojo casino is currently holding €3,675, and I have been given no timeframe, no reason for non-payment, and no communication for a long period. This behavior is neither fair nor acceptable, and I am requesting AskGamblers’ assistance in resolving this issue and helping me receive the money I am owed.

Thank you in advance for your support.

Disputed Casino PlayMojo Casino

Reason Refund declined

Amount €3675

Discussion

AskGamblers

• Support Team

7 months ago

Dear @Lizardx,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

PlayMojo Casino

• Representative

7 months ago

Dear AskGamblers

We apologize for the delay in responding to the player and understand their frustration. Our team has been working through a temporary backlog, which unfortunately affected our response times.

We have now reached out to the player via email with a request for additional documents needed to complete the verification process and release the winnings. We kindly ask the player to check their inbox and provide the requested information at their earliest convenience.

For quicker assistance in the future, we recommend using our Live Chat support, which is available to help with urgent queries.
Thank you, AskGamblers, for your continued support, and thank you to the player for their patience.

Kind Regards
The Play Mojo Team

AskGamblers

• Support Team

7 months ago

Dear PlayMojo Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

PlayMojo Casino

• Representative

7 months ago

Dear AskGamblers,

Thank you for bringing this case to our attention, and we sincerely apologise for the player’s experience. We’re grateful it was raised so we can ensure the matter is properly resolved.

Please allow us some time to look into this. As it is the weekend, further updates are unlikely until Monday.

We appreciate your patience and understanding.

Kind regards,
The PlayMojo Team

PlayMojo Casino Complaint Stats

Resolved 2 / 2

Avg. Amount $2,117

Avg. Complaint Duration 5 days

Avg. Response Time 21 hours

PlayMojo Casino Complaints

See all complaints for this casino

The deposit was not refunded

Hello, the casino closed my account by the decision of the administration, after I won back the registration bonus.

I was promised to return the deposit to my crypto wallet. It has been more than 72 hours, the deposit has not been refunded, technical support does not say the terms of return, it is written in their rules that all withdrawals occur within 72 hours.

I'm asking for help.

Resolved