PlayJonny Casino - Player’s account has been closed and winnings confiscated.

My account has been blocked and my wiinings worth of $82500 cad was confiscated. My account has been verified and i was just waiting for my pending withdrawal when my account was sunddenly logged out and I couldnt log back in. I contacted a live support agent and was told that my account has been permanently suspended as per decision of their team without any explanation. This is a big scam.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• What games did you play to accumulate your winnings of $82,500?
• Did you accumulate these winnings with or without a bonus?
• Which documents did you submit to the casino for the verification of your account? Were any of these documents reviewed and approved by the relevant department before your account was closed, or did you only manage to upload them?

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

Best regards

Veronika

None of my withdrawals were successful, I played coin blitz and volcano and some others. And I play with real money no bonus money. They ask for my ID, proof of deposits, bank statements, and interac records.

Hello Greggy,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Greggy,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at kristina.s@casino.guru.

Thank you for your understanding.

Best regards,

Kristina

Casino.Guru 

There has been no update since last time. My account is still suspended. Thank you

Thank you very much for your reply, Greggy. Did the casino specify which rule you allegedly breached? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Greggy,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear Greggy,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite PlayJonny Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s account has been blocked?

Thank you in advance for providing the information.

Dear Greggy,

We regret to inform you that your winnings have been confiscated and your deposits refunded due to your failure to complete our KYC verification process. Please note that all actions have been taken in strict accordance with our Terms and Conditions, which you agreed to upon registration.

Dear Martina,

We have sent you an email containing further information. Please review it at your earliest convenience.

Best regards,

PlayJonny Casino

FAILURE TO COMPLETE KYC VERIFICATION PROCESS? I HAVE SUBMITTED PROMPTLY EVERY DOCUMENTS YOU HAVE ASKED ME TO SUBMIT. IN A MATTER OF FACT MY ACCOUNT HAS BEEN VERIFIED FEW TIMES AND THEN YOU WOULD ASK FOR ANOTHER DOCUMENT AND I WAS ABLE TO COMPLY FOR EVERYTHING UNTIL YOU RAN OUT OF EXCUSES AND BLOCKED MY ACCOUNT SO YOU CAN JUST CONFISCATE MY BIG WINNINGS BEACAUSE YOU JUST DONT WANT TO PAY. I HAVE ALL MY PROOFS, SCREENSHOTS OF UNENDING CONVERSATION PROVING THAT YOU WERE REALLY TRYING TO GIVE ME HARDTIME VERIFYING MY ACCOUNT. AND NOW TELL ME THAT PLAYJONNY CASINO IS NOT A SCAM.

Dear Greggy,

Unfortunately, the casino has provided clear evidence of a breach of its Terms and Conditions, specifically failure in KYC verification.

Given the evidence, it is not possible to prove otherwise and we are forced to close this complaint as rejected. The casino has acted in full compliance with the terms and conditions you agreed to upon registration.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly and we base our decisions strictly on verified evidence, without influence from external pressure or assumptions.

You are certainly entitled not to agree with our conclusion and you are free to reach out to licensing authority if you believe you are justified in your stands, however we are not able to any further assistance in this matter.

I’m sorry we couldn’t assist you further in this case. However, if you experience any issues with this or any other casino in the future, please don’t hesitate to reach out - we’re here to help.