The player from Austria faced issues with withdrawing her winnings of 420 euros after her account was deactivated, despite having sent her documents three times. She successfully verified the same documents with another casino under the same management, but did not receive help or an explanation for her account status. The issue was resolved as the player received her funds, but the reason for her account deactivation across affiliated casinos remained unclear. The Complaints Team marked the complaint as 'resolved' and offered further assistance for any future issues.
PlayMojo Casino - Player's account has been closed with no reason provided.
Resolved
Our verdict
Case closed
Amount: €420
PlayMojo Casino
Safety Index:HighCase summary
Discussion
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4 months ago
Translation
Hello, I deposited at the casino and played with a bonus. I placed all my bets and won 420 euros. I've already sent my documents 3 times. It can't be that they don't match. I sent the same documents to Spinjo Casino, which belongs to the same management. They matched there and I got the payout. They deactivated my account, I can't access it anymore, but I've written to the chat several times. Nobody can help me there either. I've been deactivated by all the casinos that belong to the same management, but I don't know the reason. I wasn't told. I made the payout on October 19th. It normally takes 72 hours, but I'm not here now just because it's been longer than 72 hours, but because they deactivated my account and didn't pay out, otherwise I would have waited a bit longer. I'm uploading the documents here so you can see everything I've sent. Regards, Violeta
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4 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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4 months ago
Dear vio26,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Can you confirm the exact date you received confirmation of your payout request?
- How long have you been a player at this casino, please?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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4 months ago
TranslationHello, I requested my first withdrawal on October 19th. I only played slot games and have only been a member of this casino since October. Regards, v********
Edited by a Casino Guru admin
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4 months ago
TranslationI received this email from the casino.
Dear Violeta ,
Your account has been closed and we will refund the remaining balance. To do this, please send us an email with the following information:
Account holder name: X (full name must be provided)
Account holder's address: X (physical address: city, street, building)
Account holder's email address: X
Date of birth: X
Bank name: X (full name of your bank)
Bank address: X (physical address: city, street, building)
Account number: X
Transit number: X
Institution number: X
SWIFT (or BIC): X
Should you have any questions or doubts, please do not hesitate to contact us via email or chat.
All the best
PlayMojo Casino Support
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4 months ago
TranslationHello, I deposited funds using Neteller and would like to withdraw them using Neteller as well. I have already requested a withdrawal via Neteller, but I don't want to give out my bank details. Regards, Violeta
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4 months ago
Dear vio26,
thank you for your reply.
Has the casino informed you what is the reason for different payment method?
Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
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4 months ago
TranslationHello, the casino didn't tell me why they don't accept Neteller withdrawals. I also don't know why they deactivated my account at all the affiliated casinos. I already sent the email requesting my bank details. I haven't received anything from the chat, and no one there can help me. I'm still waiting for my withdrawal, but I've already sent them my bank details. The other emails are just for documents. I've already sent everything; they've seen the documents, and I've uploaded them here. Regards, Violeta
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4 months ago
TranslationHi, I received the €420 from the casino in my bank account today. That's all sorted now. I just don't know why all the casinos that belong to the same group deactivated my account. Thanks, Violeta
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4 months ago
Dear vio26,
We're glad to hear that you have received your funds. As casinos are businesses, they reserve the right to refuse service to any customer without providing further justification. Given that your current account balance with this casino is zero, we are unable to provide further mediation. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Katarina
Casino.Guru
