The player from Italy reported that his winnings of €645 had been confiscated by the casino, which claimed he violated bonus conditions by placing bets exceeding €5. He asserted that he had never placed such bets and disputed the decision with no resolution up to that point. After reviewing his betting history, it was concluded that multiple violations of the maximum bet rule had occurred, with numerous bets placed above the limit while a cashback was active. Consequently, the complaint was rejected as the breach appeared to have not been accidental.
PlayMojo Casino - Player's winnings have been confiscated.
Closed
Our verdict
Unjustified complaint
Amount: €645
PlayMojo Casino
Safety Index:HighCase summary
Discussion
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6 months ago
Translation
I won €645 after a deposit of €690. The winnings came from two cashback bonuses of €50 each. The rollover requirements were 10x and 50x. The casino confiscated my winnings because, according to them, I placed bets exceeding €5, as per the bonus conditions. However, I never placed bets exceeding €5. The winnings were disputed and nothing can be done.
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6 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PlayMojo Casino. From the casino's bonus terms and conditions:
2.2. The maximum bet while wagering is 5 EUR, 5 USD, 7.5 CAD, 7.5 AUD, 7.5 NZD, 50 NOK, 100 ZAR, 500 INR, or the equivalent in other currencies, unless otherwise specified. For cryptocurrency bets, the maximum bet is determined by the crypto equivalent of 5 EUR at the time the bet is placed, based on the exchange rate provided by Coinbase Converter. Players are advised to check the exchange rate at the time of betting for accuracy. The maximum bet limit applies to all wagers, including those placed after doubling a bet following a completed game round or during bonus rounds purchased within a game. Violating this rule will result in the forfeiture of all winnings derived from the bonus.
Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:
The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
However, if you feel like you have been accused mistakenly, feel free to forward me your game history, together with a link to the specific bonus that you redeemed and played. My email address is [email protected]
If there is any other relevant communication between you and the casino, please send it as well.
Thank you in advance for your reply.
Best regards,
Tomas
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6 months ago
Translation
I haven't been sent my betting history yet. The only thing I asked before playing was whether purchasing bonuses, for example, €0.20 at a bet costs €20, was considered a bet. They told me that it should be considered the base bet, so I've played bets of €1 at most. In this case, did I break the rules by purchasing bonuses? Anyway, as soon as I have the history in hand, I'll send it straight away.
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6 months ago
Translation
Hi Tomas, I've emailed you my betting history so you can check it. Thank you very much.
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6 months ago
Thanks for your reply and submitted information.
I went over the game history, and I must conclude I observed multiple max bet rule violations.
ON July 12th you played 83 bets above the maximum bet on multiple games, Hottest 666, Wild Cash, Wild Cash x9990, etc., while your cashback was active, and later the same day, 16 bets above the maximum bet were made on games Lady Wolf Moon Megaways, Wild Cash x9990, Bonanza Billion, and others. Please note that activating game features will count towards a single bet per use, and I highly discourage you from using game features while playing with bonuses. Since it appears the breach wasn't accidental, we might not help you in recovering your winnings.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
