The player from Germany created an account and deposited €100. Later he found out, he cannot log into his account. We rejected the complaint because the player stopped responding.
PlayJango Casino - Player cannot use his account.
Amount: €100
PlayJango Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
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3 years ago
Translation
I registered with Playjango on 08/22/2020. Although I had saved my password and username in the browser, I could not log in again after the first deposit of € 100. Even after switching browsers several times, the "forgot password" function did not work because I did not receive an email. LiveChat was not available because I could not log in. Inquiries by email were initially not answered. Which is why I suspected that I might have made some mistake with the email address.
But at some point the support answered. Two e-mails read very positively so that I thought the problem could still be solved. But then the contact broke off again and despite several e-mails on my part, you did not contact me again. I also made an entry at the MGA. I don't have my money until today (01/17/21).
Automatic translation:
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3 years ago
Dear Markus,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do you receive any error messages when you try to log in? Did you manage to start playing with your deposit before this happened?
Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?
Additionally, if you have contacted already Licensing Authority, please let us know, as we won’t interfere with their investigation.
I will be waiting for your reply patiently and hope to help you as soon as possible.
Best regards,
Kristina
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3 years ago
Translation
We received this email from Markus:
"Hello dear Kristina,
many thanks for the answer. The hope that something else will happen at Playjango and I've already written off the money there anyway, but when I saw that CasinoGuru had the opportunity to submit such a complaint, I thought I'll try again. I haven't played with the money after making a deposit at Playjango.
I will then send you the emails that I have already exchanged with Playjango.
Thank you very much for your efforts
Markus "
Automatic translation:
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3 years ago
Markus, thank you very much for your email. I haven't received the communication between you and the casino yet. Would you be so kind and forward it to me, so we can gather as much information as possible about your case?
Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place.
Your cooperation in this matter is highly appreciated.
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3 years ago
Translation
Hello, sorry that I am only now answering. I tried to forward the correspondence with PlayJango but my e-mail provider (T-Online) won't let me forward the mail. It is an error message these emails because of spam suspicion can not be sent. 🙁
Can I send the emails as a screenshot?
Automatic translation:
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3 years ago
Thank you for your reply, Markus. Please, feel free to post screenshots here, if possible.
