PlayJango Casino - Player's winnings disappeared from the account.

On Wednesday’ July 5 2023
I created an account, read through the general Terms and Conditions and Bonus Policy before making a deposit. I proceeded to make a deposit of 10 Canadian whilst claiming the 100% welcome bonus and free spins. I played the free spins first (as stated in paragraph 25 of the Bonus Policy), I was still in bonus money but hit 232.00 Canadian on the game gold collector Diamond edition and played a bit more left my account balance 279.32
The next day on thursday 6 July 2023 I went to play my in casino account on playjango and had absolutely no money not even in my bonus account it was just completely gone Please note, at Thoth this time I had 2 sister sites that I had opened over a year ago. Play pjs On one and the other playtoro 6 months ago and I did the deposit bonus on play ojo and did the free spins for a year and didn’t receive my free spins for a year on them and tried to contact for a long and they never answered me so I gave on thier site and decided to give thier casinos another chance and deposit on play toro without the deposit bonus and was happy with thier site so I looked into wager free casinos and found play Ja go had a wager free spins and wecolme deposit bonus both wager free which they weren’t and I ended up getting a 10 dollar deposit bonus and thought my deposit bonus was wager free and so I ended up going into bonus founds that I shouldn’t have been wagered since it was wager free and it turned out it wasn’t and I was in bonus funds and I ended up hitting 232.00 and it was still in bonus funds and so I decided to try and cash out and had to verify my identity which I did and then decided to leave it and play the next day until I was verified and my funds were completely gone not even in bonus funds I immediately contacted live chat and got chat bot so I emailed them and it is Friday and still no response It is now Sunday and I have tried thier live chat again and no response or emails except emails giving me free spins that don’t work either I would really like my bonus funds back I had 279.32 left and could only play one day and they disappeared the casino is actually play Jango I couldn’t find it in your search I had issues with play ojo as w

Dear candydawn29,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PlayJango Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Do I understand correctly this is the bonus you claimed in the casino?

Could you please specify how long it was between the time you claimed the bonus and the time your casino balance disappeared?

Do I understand correctly you contacted the casino at support@playjango.com?

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,

Tomas

It was 1 day maybe less when I went back into the casino and there was no funds at all I also contacted supper and live chat since last Thursday July 6.2023 and no one has replied to me at all

Hi what’s going on with my case?

Thanks for your patience, candydawn29, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Thanks I’ve tried live chatting them and they still won’t reply I don’t understand how my bonus money could be gone in 12 hours and it was supposed to be wager free

Hello candydawn29,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite PlayJango Casino to join the conversation.

Dear PlayJango Casino,

Can you please provide some information regarding the player's voided bonus balance?

Hello candydawn29 , 

Thank you for Bringing this to our Attention . 

can you please Let me know the Email address you used for registration .

Bolton_candice@outlook.com

Hi playjango casino has offered me 35 spins as compensation for my missing money. But I feel that had I known about the 24 hour deadline to play the free spins I won my money on that I would not have played them. I am not happy with this at all also I played within 12 hours and my money was gone from the bonus therefore I didn’t even receive 24 hours to withdraw my funds which I tried and wasn’t able to. I would like my 10 dollar deposit back from this site at the very least. They had false advertising and ignored me for a whole week I had to open a complaint on here to even get them to acknowledge me which I think is very poor customer relations management on thier casinos behalf. Please casino guru help me get justification from this it is not right how I was mislead and treated thank you.

Hello Again Guru team

from our Support -

"As per the bonus policy, point 36, the Bonus free spins had not been completed within the given timeframe, and the bonus therefore expired, Our customer service department will reach out to explain this to the player in more detail."

Thank you all for your responses.

Dear candydawn29,

Can you please confirm which bonus you claimed? You should have an email or a screenshot of the bonus, to double-check if it really was wager free. As my colleague Tomas mentioned above, the deposit bonus we have found does have wagering conditions

Dear PlayJango Casino,

Can you please share with me (michal.k@casino.guru) what bonus the player played with?

Dear Michal ,

we will wait for candydawn29 to Confirm but it looks like it was a bonus from a free offer (level-up reward) of free spins.

please find the relevent link Link: https://www.playjango.com/bonus-policy/?appName=PlayJango

Please refer to point 36 which states the 24-hour rule.

The team then contacted the player and explained what happened so that they also understood and offered them a good will gesture

please let me know if you need any more info .

Thank you for your response, PlayJango Casino.

Dear candydawn29,

As PlayJango Casino mentioned this is indeed mentioned in the casino bonus T&Cs

Can you please confirm which bonus you gained your winnings with?

No you didn’t respond until I opened this complaint if you look at my chats for your site that I screen shotted in my complaint history and it shows you ignored me and I tried for 4 days and waited and wasted so much of my time also only wasn’t even 24 hours when my funds were gone it was the next day and I played until 6 in the morning and it was 6 the next evening I’m speculating the time frame if you look account history you will see it that I’m right or do I have to screen shot that too and I had no money in my account and I tried contacting your live support and I emailed you and like I said never got a response to now as for the bonus it may have been the one your showing but that’s not the issue anymore I’m more upset about the fact that I didn’t even get 24 hours to play and had I know that I wouldn’t have deposited that’s the worst free spins bonus I’ve ever heard of and what is the wager for the bonus that I had got that I won on

I found the welcome registration for the no wagering bonus that I used

I just looked at the casino bonus policy line 35 not 36 and it does not clearly state that the level up spins are 24 hours because that line states that bonus free spins are 24 hours which is not specifically stating they are level up spins they just state that they are bonus fee spins which made me think they were vip spins which you usually don’t have to wager or it should be specifically say these free spins are 24 hours only

Hello candydawn29.

We offer Bonuses, but they are with wagering, and these are explained in our bonus policy terms. These can be found on the homepage and by the welcome offer itself.

The Bonus that was awarded to you as a (level-up reward) did come with wagering. This offer expired after our system acknowledged the 24-hour timeframe.

The attachment provided by yourself reflecting a wager free bonus is not something that was offered or sent out by our team, and we therefore cannot advise to its source. We try to offer all our players a unique and pleasant experience and for this reason reached out to explain this in more detail to you and to offer additional free spins as a goodwill gesture. We hope that you will visit us as we will always try to make our players experience as best as possible.

I didn’t know about level up free spins because it’s clearly doesn’t state what they are it says bonus free spins and I didn’t know I wasn’t in my bonus still and I thought I got loyalty spins that didn’t clarify any wager or time frame they just popped up but I know Better now thank you for that maybe you should disclose that in your policy clearly that they are level up spins not just free spins as it states!

Does your site promote promotional

offers through gamblizard.ca for your site? That’s where I got my deposit bonus information from

I think after all this proof that I did in fact sign up from a no water site and I played and lost the money after only 12 hours not 24 like I was supposed to be given and this sites negligent response before I opened this complaint that I should in fact get my either whole winnings from the wager free deposit or my 279.34 from the free spins since it was t in the time frame that I was supposed to be given or at the very least my 10 dollar deposit please play Jango do the right thing you have seen my definitive proof. And thanks casino.guru for finally getting them to respond!

So playjango finally responded to my email so I’ll just respond for them here is a screen shot of thier response

I just found proof that this site lying because even if I did their welcome bonus deposit instead of the no wager which is funny because they won’t respond on here now only to me privately and won’t say if the site is affiliated with them for the no wager promotion and they won’t disclose if they are or not so I would you casino guru to get them to disclose exactly which sites they are affiliated with so I know which welcome bonus they gave permission to advertise thanks then I’ll disclose my proof that I’m right about the bonus

Hello candydawn29 ,

our CRM team will try and asist you as much as possible.

for the issue you rasied we already answered above.

@Michal is there anything needed from our side please ?

Oh since your replying what are the wagering requirements for the level up spins since I only hit 2.61 shouldnt I had turned over and your never responded as to which sites you allow your welcome bonus to advertised on?

Dear candydawn29,

I understand your point of view as a player that if you see a promotion advertised as "No Wagering" You would expect the bonus to be really without wagering, however, we know from experience that not all webpages that promote offers like this really provide accurate information. PlayJango Casino can not be held responsible for the information shown on 3rd party websites.

I've found the offer here Best No Wagering Casino Bonus Offers for Canadian Players - Gamblizard

and although it really says "No Wagering" there is this information as well:

And as the casino representative rightfully stated, all of their bonuses come with a wagering requirement. It's clearly stated in their Bonus Policy as well.

We are trying to explain to all players that it is in their own interest to read carefully the bonus T&Cs before they claim any bonus. It might help them prevent disappointments like this. Another option is to double-check the validity of a certain bonus and its conditions with live chat support.

Maybe a good idea would be to challenge the webpage as to why they are promoting a "No Wagering" bonus that in reality is not a "No Wagering" bonus.

I understand the unpleasant situation is not really your fault, but as mentioned above, the casino is not at fault here either.

Considering all the information, the offer of 35 spins as compensation seems like a fair approach. Can you please reconsider it?

Dear PlayJango Casino,

I can imagine that you can't keep track of all the webpages that offer/promote your bonuses as it could be hundreds if not thousands of them, but I would recommend getting in touch with the above-mentioned webpage and asking them to update the bonus information. Could you please sort that out?

that may be case for the deposit bonus but I didn’t get to play my 24 hours to even try and wager anything when I was hitting big and I went back less than 25 hours and my money was gone and I tried to talk to live chat for a week and they ignored me so here is my game activity of start of the level up free spins apparently I have screen shots of both live chats form when I tried to play at the next day

Play Jango I would love to speak to

your crm team

Casino guru can you email me a copy of the full complaints please my email is

bolton_candice@outlook.com

Dear PlayJango Casino,

Can you please provide us any proof the player has really not fulfilled the bonus or free spins wagering within 24 hours? If the information can be shared publicly please send it to me at michal.k@casino.guru.

Dear candydawn29,

I apologize for any confusion, but I'm unsure about your request to provide the complete complaint. Rest assured, there's no need to worry about accessing the complaint later, as it will remain visible on our forum. Feel free to share the link with anyone you wish, and you can review the complaint at your convenience.

my first issue was that I didn’t actually get 24 hours to play and all my money was gone the next day and they didn’t respond until I came here and made a complaint and then as this escalated more things that they did it disclose and did you know now that after I made this complaint they put thier bonus policy on thier site right when you sign up so at least I made a difference for someone else who signs up for thier site and won’t end up having happen to them what happened to me thanks for all your help I hope they at least show the proof that they keep avoiding about my not letting me play before my 24 hours was up

Dear Michal

Due to player privacy and GDPR rights, we ask that the player requests this via our support and our team will then share this information with the player who can then share this themselves.

To align ourselves with regulation, we cannot share this information on the players behalf on an open forum as some sensitive information will be displayed without the players consent.

I understand, that you need to follow certain rules and regulations, PlayJango Casino.

Dear candydawn29,

As PlayJango Casino mentioned, please request your full game log the casino should provide it to you as it is technically your private information. This should show that the free spins were not used/wagered within 24 hours. You can then share this information with us if you want. It will be used only for our internal reference and not shared with any other 3rd party.

I have already shown this in my messages o this forum but here they are again

Hello ,

not sure what the PP is , please contact support and ask for their proof of the time expiry and then if you wish to share this with the forum its up to you , but I am not sure on this new attachment.

Thanks .

I emailed my actual time that I emailed your casino when I had logged back in before the 24 hours I was gonna wait to see your response before I made it public unless you want me to post it on here first it’s was on the 6th not 8th proving I didn’t get 24 hours to play. My winnings from my spins

I am waiting for an email from your crm but I can just post my proof of time gram on here if you would rather I yjimk

it would only be fair that you just let me play my time out that was remaining or give me my full amount I won

Thank you ,candydawn29

Your welcome j have sent an email to your crm twice and they have not responded please do so soon I would like this issue dealt with hopefully on happy terms by both sides I will wait until playjango replies in email if not I will have no choice but to make it public on here please keep

this forum open casino guru until than thank you

Dear candydawn29,

Please be assured that our goal is to assist players in resolving any difficulties they may have with the casinos, and if further time is required to keep a case open, we are always willing to do so.

I have my fingers crossed that we will be able to find a suitable solution for you.

Thanks I’m hoping they do too!

Dear candydawn29,

Have you requested PlayJango Casino to send you your full game log? If so, can you please forward it to me?

I have they will not send it they only send me emails stating when I logged in and when I logged on again which is incorrect which I stated in email to them I have emails from when I first contacted them that I logged out on the weds July 6 after I played the free spins that apparently had to be wagered at 10ish in the morning than the very next day at 6ish pm I logged back in less than 24 hours and my funds were completely gone I have not decided disclosed this info in here yet for the casinos sakebut they aren’t responding now in email so I will very soon

Dear candydawn29,

Please forward the emails to me at michal.k@casino.guru

It appears that there is some misinformation present, and I aim to shed new light on the entire situation.

I sent you an email I hope you got it

Hello Michal ,

please LMK if you need Any help .

Yes playjango I need you to email back or respond about the email I sent you about the time frame proof please

Playjango can you please just do the right the thing and realize that your wrong and admit to it and give me my winnings please

Playjango can you send me my live chat transcripts from July 5 2023 July 6 2023 please

hi I have not gotten any emails or replies from playjango since late Monday this case is not closed! Please send my information I have requested thanks

Since playjango is now ignoring me and won’t send the info I need I’ll submit my proof that it wasn’t 24 hours since I had logged in before I lost my winnings so I’ll submit on here the emails I sent them in July 6 2023

Now the casino has taken another 20 dollars from me I tried depositing on thier site last night and it says it’s still pending and I checked my bank account and it has been taken out last night right after I did the deposit and today it’s still pending once again I emailed them and tried talking to live chat and of course no one has responded and I’m out more money!! Please help

Hello candydawn29

we can see that you attempted the 2 deposits, the one deposit is through interac and this will not reflect immediately and may take some time before it reflects should the funds come through to our account, this is not delayed from our side but the providers side, as for the VISA deposit, the transaction reflects as not completed. In both cases no funds have actually come through to our account.

Yeah ok but it’s went through on the other end because I got email from the provider but just another one of your sites Exscuses from taking your players money it never takes 2 days to go through please cancel it from your end I tried to give your site a chance but I’m not anymore I’m one unhappy customer

Why does it show on my account transaction history that there was no deposit and nothing pending and it always says error if it supposedly didn’t go through the etransfer because I haven’t gotten anything from that company and it shows that it went through my bank uour lying

Now no emails or responses on here shows this casinos true colors hope people think twice before depositing on it

Hello ,

,this deposit was rejected and shows up as a failed deposit on the 2nd of august for 10 CAD, there are no pending deposits for internet wallet, .

this update is from Yesterday .

candydawn29 for any other issue then the original issue please contact Support .

It shows it went through in my back that exact same day.. I’m opening a request from my bank to find out where it actually went. Also I have received emails from your crm I am waiting for my player history log and will post it after I get it. I hope this issue is resolved soon it took over a week for this company to even respond.

Dear candydawn29,

I was informed by the casino team, that you should receive your game log shortly. I have my fingers crossed that it will show us when you have wagered the free spins and if they have been successfully wagered within the 24 hours time frame.

Yeah I’m hoping it’s sent to me soon this has gone on long enough. And I still haven’t received my 10 dollars on my account or sent back through the interc etransfer payment they are saying it was declined but I know for a fact it went through from my bank just another of their untruthful ways of buisness I hope I can prove once and for all the corrupt casino they are it takes them weeks to even respond back to me I know I’m right but I guess the truth will come out soon and I hope I made a difference in how they treat their customers in the future

The casino and I have come to an agreement and we have reconciled our differences thank you for all your time and effort in support and help in regard to this case.

Thank you Michal and Team .

Your welcome but really I would appreciate if you responded to my emails after this resolution is supposedly done your response team is very inadequate and I’m still unsure of your customer support because I’ve been waiting to know if I’m verified and if this the same bonus terms and if I can withdrawl is possible since I turned it over to real money and if it’s the 72 hours and you don’t respond I’ll have to go through this again which is negligent on your behalf of you don’t respond within time frame im not trying to be rude and I appreciate it back to me but I haven’t gotten a response from you in the time frame if that’s the case I have tried live chat and email towards your casino

Thank you all for your responses.

I'm glad the situation could be worked out.

Dear candydawn29,

I understand that the communication from the casino could be better, but your situation was a bit more complicated than it look at the beginning, so the casino team need to check all the info, and your verification needed to be done too, so that always takes a bit of time. I believe this has now been all sorted and you will receive the agreed amount with the casino at the appropriate time.

I have already got it yay! Sometimes casinos surprise you I just wish it didn’t take so much work! Lol luckily I’m going to school for paralegal and this was a great experience in learning for me and next time it happens I’ll be ready thanks A lot your team is great!

Great news, candydawn29. I'm glad to hear that your issue has finally been solved successfully.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru