PlayMojo Casino - Player's winnings have been confiscated.

Summary of the issue:

I deposited and played at PlayMojo Casino and won around €6,100.

Shortly after a small initial withdrawal/win, the casino disabled and closed my account, citing their right to close accounts at their discretion. They promised to refund the full account balance to my

original payment method.

Verification completed:

At their request I sent a selfie holding my ID and a paper with the text "Hello PlayMojo" and the current date.

I provided proof of all my deposits into the casino.

I also completed a live video call, answered every question correctly, and fully proved my identity.

All of these steps were approved by the casino.

What actually happened:

Only my initial deposit (~€300) was returned to my bank card.

The remaining winnings of about €6,000 have not been paid.

Support repeatedly says only my deposit was sent back and that the "decision is final," without explaining why the winnings were withheld.

I have email/chat records showing these conversations and their promise to refund the "full account balance."

Desired resolution:

Payment of my full legitimate winnings of approximately €6,000 to the same bank account or another agreed method, plus confirmation of the transfer.

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Dear unterdenlinden,

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.?  
• How long have you been a player at this casino, please?   
• Did you accumulate your winnings with or without an active bonus?  

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

Just some slot my favorite slot and the most populair online I won over 2000x. I was so lucky. I just registerr new with a link through facebook they said it would be trusted.

I think there was a bonus they said free money I did do a deposit. of 300

Hi is playmojo coming to join.

Dear unterdenlinden,

thank you for your reply.

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

Did you receive it you can see how unfair they are.

Thank you very much, unterdenlinden, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you unterdenlinden for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask PlayMojo Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Dear Casino Guru,

Thank you for reviewing this case. The player’s account was closed after the verification process could not be successfully completed. As per our standard procedures, the winnings were voided and the deposit refunded.

We understand this may be disappointing, but these measures are in place to protect both our players and the integrity of our platform. Relevant details have been shared privately for your review.

Kind regards,

The Play Mojo Team

I verified everything I did a video call showed my ID answered all questions.

They are just sending me generic reply's

" Dear Nijole,



With regret, we have to inform you, that your account was closed by the administration's decision. We sincerely would like to avoid such a situation, but the decision is final. Your account couldn't be reopened, unfortunately.

Kindly note that according to our Anti-Fraud Policy,

The Casino reserves the right to close your Player Account and to refund to you the amount on your account balance, subject to deduction of relevant withdrawal charges, at Casino’s absolute discretion and without any obligation to state a reason or give prior notice."

the amount was 6800 euro.

" Benjamin from PlayMojo

Thu, Sep 25, 9:22 PM (6 days ago)

to me

Dear ,



Kindly note that according to our Anti-Fraud Policy,

The Casino reserves the right to close your Player Account and to refund to you the amount on your account balance, subject to deduction of relevant withdrawal charges, at Casino’s absolute discretion and without any obligation to state a reason or give prior notice."

my balance was 6800

Dera PlayMojo Casino representative, I have responded to your email and I await your reply!

Dear unterdenlinden, I will keep you updated about any new developments. Thank you for your patience during this time!

Thank you for your update and for continuing to fight for me on this. I truly appreciate your help and patienceit's been so stressful dealing with the casino's responses.

I just want to emphasize again that I did everything they asked for verification. I sent the selfie with my ID and the paper saying "Hello PlayMojo" plus the date. I provided full proof of all my deposits, including bank statements showing the €300 initial deposit. And I even did the live video call where I showed my ID again, answered every single question they had about my identity and account correctly, and everything was approved on their end at the time. I have screenshots and chat logs from all of this if you need more I've already shared the main ones via email, but I can send anything else right away.

The casino's claim that verification "could not be successfully completed" just doesn't make sense or match what happened. They only refunded my deposit and kept the €6,000+ in winnings without any real explanation, just hiding behind their policy about closing accounts at discretion. But they promised in writing to refund the full account balance, not just the deposit that's in the emails I forwarded. This feels completely unfair, especially since I was a new player, played legitimately on slots with what I believe was a welcome bonus after depositing, and won fair and square (over 2000x on my favorite popular slot pure luck!).

Dear Peter,

We have provided the requested information via email, please let us know if there’s anything additional required from our side.

Kind regards,

The Play Mojo Team

Hello? what is going on?

Thank you for providing me with the evidence PlayMojo Casino representative.

Dear unterdenlinden, the casino has provided me with your video verification, which you didn't pass according to the casino representative, but I have requested further clarification on why that is the case. I will keep you updated about any new developments. Thank you for your patience during this time!

Yes not much was wrong. Also they said everything was ok. I am really not sure why this is so difficult.. It's not fair for them to decline everything

This payment is so big for me!!

They know I am that person. They see my id. I am gambling how can I remember everything what I did .

@peter can you also send me an email I will provide you all the answers I provided

I read about this casino it's full of complaints they do the same. Not pay out or delay. Really bad.

Hello Peter,

Just to let you know I’ve provided the additional clarification you requested via email. Please confirm if there’s anything further needed from our side.

Kind regards,

The Play Mojo Team

Dear Peter,

Thank you for staying on top of this and for pushing PlayMojo for real answers. After weeks of back-and-forth, their position is now crystal clear—and it does not hold up. Here’s my final, closing argument for why I am entitled to my full €6,800 winnings:

1. Verification WAS Successfully Completed

I submitted every document requested: selfie with ID + "Hello PlayMojo" note + date.

I provided bank statements proving my €300 deposit.

I completed a live video call where I:

Held my ID to the camera (face + photo matched).

Answered all personal questions correctly (name, address, deposit details, etc.).

Was told on the call itself that verification was approved.

PlayMojo cannot now claim "verification failed" when they explicitly confirmed it passed at the time. If something was wrong, why approve me and let me keep playing and winning?

2. They Promised to Refund the "Full Account Balance" — Then Broke Their Word

In writing, they said:

"We will refund the full account balance to your original payment method."

My balance was €6,800 (not €300).

They only sent back €300 and kept €6,500+ in legitimate winnings.

This is not a policy — this is a bait-and-switch. They used the promise of a full refund to close the account quietly, then redefined "balance" to mean only the deposit. That’s deceptive and unenforceable.

3. The "Discretionary Closure" Clause Does NOT Allow Theft

Their Anti-Fraud Policy says:

"refund to you the amount on your account balance"

It does NOT say:

"refund only your deposit and keep your winnings"

Even under their own terms, €6,800 was my account balance. Confiscating winnings after verification and gameplay violates their own written policy.

4. No Evidence of Fraud — Just a Big Win They Don’t Want to Pay

I was a brand-new player (registered via trusted Facebook link).

I used my own money (€300 deposit).

I played popular slots — won 2000x+ on a single spin (pure luck, not manipulation).

No bonus abuse: I met wagering (or they would’ve said so).

No duplicate accounts, no VPN, no prohibited strategies.

5. The Video Call "Failure" Claim is a Retroactive Lie

They never told me the video call failed.

They approved me and let me continue.

Only after the big win did they invent this excuse.

If I "failed" verification, why not freeze the account immediately? Why let me win €6,800 first?

This is classic bad-faith behavior: approve, let player win, then void under false pretenses.

6. This is a Pattern — Not an Isolated Incident

I’ve seen dozens of identical complaints against PlayMojo:

Big win → sudden "verification issue" → account closed → deposit returned, winnings confiscated. This is not compliance. This is a business model built on denying payouts.

My Demand (Final):

Pay me my full €6,800 winnings to my original bank account within 7 days,

OR provide irrefutable, timestamped proof that:

I was told verification failed before the big win, and

I was explicitly warned winnings would be voided.

Anything less is theft.

Peter, you have all the evidence:

My verified docs

Chat logs showing approval

Their written promise of "full balance"

The video call (which they claim I failed — but never communicated)

They have provided ZERO proof of wrongdoing — only vague claims and a video they now misrepresent.

I used AI for translation sorry my english is not that good.

Dear unterdenlinden, After a thorough review of the video verification, it has been determined that you did not complete the procedure. This outcome is based on several factors observed during the verification, including providing an incorrect response regarding the document you submitted as proof of address, being unable to accurately recall the games you had played, as well as having another individual helping you with the verification for the purposes of translating but who answered some of the questions for you.

In light of these findings, the casino’s decision to deem your verification unsuccessful and suspend your account is considered justified. Consequently, we have to reject your complaint on this occasion.

We understand this may not be the outcome you were hoping for, and we regret that we cannot assist you further in this matter. We appreciate your understanding and cooperation throughout the process.

Kind regards,

Peter