The player from Germany filed a complaint against PlayMojo Casino for failing to process her self-exclusion request, despite having sent multiple emails. Her account had remained active, allowing her to deposit money, which contradicted the casino's responsible gambling policy. She requested a refund for all deposits made after her initial self-exclusion request. Upon review, it was explained that casinos have a standard 2–3 business day timeframe to process self-exclusion requests, during which deposits and losses are not the casino's responsibility. The account was closed shortly after the request, and the complaint was closed without a refund. The player was advised on additional self-exclusion tools.
PlayMojo Casino - Player’s self-exclusion request was ignored.
Closed
Our verdict
Other
Amount: €400
PlayMojo Casino
Safety Index:HighCase summary
Discussion
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3 months ago
Dear Casino Guru Team,
I would like to file a complaint against PlayMojo Casino regarding a failed self-exclusion request.
I suffer from gambling addiction and explicitly requested an immediate self-exclusion and permanent account closure by email on [DATE] at 12:22. I received no response.
As my account was still active, I sent a second self-exclusion request on [DATE] at 10:17.
Despite these clear requests, my account was not closed and I was still able to deposit money. This contradicts PlayMojo’s responsible gambling policy, which states that self-exclusion should be applied immediately once requested.
Because the casino failed to act on my self-exclusion request, I request a refund of all deposits made after my first self-exclusion email.
I am attaching a screenshot.
I respectfully ask Casino Guru to assist in resolving this matter.
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3 months ago
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Stay safe.
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3 months ago
Dear zeninosillaxxx,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:
To support responsible gaming, we offer flexible Personal Limits. Simply reach out to support@playmojo.com to set up any of these limits. If you feel like taking a time-out from gaming, you can request a Self-Exclusion, which will block your access to your account and stop all promotional emails. You can choose to be excluded for six months, nine months, a year, three years, or indefinitely. The restriction kicks in right away.
If you are self-excluded, you will not be able to log into your account or withdraw your balance unless you reach out to our customer support team. They will assist you with the withdrawal process within a reasonable timeframe. Keep in mind that verification procedures still apply for withdrawing funds.
If you would like to lift the restriction, you will need to contact our customer support team via email.
If you want to permanently and irrevocably quit gambling, you can request a comprehensive self-exclusion by contacting the Kahnawake Gaming Commission. After submitting your request, they will contact you to verify your identity and confirm details. Once verified, the self-exclusion will apply across all casinos licensed by the Commission. The exclusion will be effective as of the Time Stamp provided by the Commission.
A Comprehensive Self-Exclusion Request is permanent and irrevocable. Once submitted and processed by the Kahnawake Gaming Commission, you will be excluded from all casinos licensed by the Commission, and this decision cannot be undone. Make sure you are absolutely certain before proceeding, as this action cannot be reversed.
For more information and / or application, please visit the
Kahnawake Gaming Commission's website
or email exclusion@gamingcommission.ca.
To assist you further:
- On what specific date did you send your first self-exclusion request?
- Did you contact Support or the Kahnawake Gaming Commission using the correct address?
- Can you confirm whether you received a confirmation email or any response after submitting your self-exclusion request?
Thank you very much in advance for your reply.
Best regards,
Petra
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3 months ago
Translation
Hello Petra,
I sent the first email on January 30, 2026 and received no reply (see screenshot).
I sent the second email on January 31st. Yes, I sent both emails to support@playmojo.com sent.
My account was closed yesterday, unfortunately only 2 days after I submitted my request.
Thank you, best regards.
Automatic translation:
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2 months ago
Thank you for your reply.
I understand how frustrating this situation is, especially given that you have lost your deposit, and I truly appreciate you sharing your experience with us.
Please be aware that it is standard practice for casinos to have a processing timeframe of 2–3 business days to apply a self-exclusion request. If any losses occurred within this interval, unfortunately, we are not in a position to penalize the casino for those amounts.
- To help us review your case more accurately, could you please confirm the exact dates and times when you requested the self-exclusion and when the withdrawal requests were made?
- How many deposits did you make after your first request for self-exclusion?
- Were there any other communications with PlayMojo Casino regarding your account status?
Thank you very much for your cooperation. We look forward to your response.
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2 months ago
TranslationHello Petra,
In order to examine your case more closely, could you please confirm the exact dates and times when you requested self-exclusion and when the payout requests were submitted?
First email: January 30, 2026, 12:22 pm
second email 31.01.2026, 01:55pm
How many deposits have you made since your initial self-exclusion request?
Unfortunately, I don't remember that.
Have you received any further communications from PlayMojo Casino regarding your account status?
I only received confirmation of the account closure on February 1st at 8:50 am.
many thanks!
Automatic translation:
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2 months ago
Dear zeninosilla,
Thank you for your clarification — I truly appreciate you taking the time to explain the situation.
As mentioned earlier, casinos are generally given a standard timeframe of 2–3 business days to process a self-exclusion request. If any losses occurred within this period, we’re unfortunately not able to hold the casino responsible for those amounts.
I’m genuinely sorry that we couldn’t achieve a more favorable outcome for you in this case. Please know that if you experience any issues with this or any other casino in the future, you’re always welcome to reach out — we’ll gladly do our best to assist you.
In the meantime, you might find our Self-Exclusion Assistance Tool helpful:
https://casino.guru/global-self-exclusion-initiative/assistance-tool
It allows you to block multiple gambling accounts at once and is designed to support players who wish to limit their access to gambling and reduce potential harm.
Take care, and don’t hesitate to contact us anytime.
Kind regards,
Petra
