The player from North Rhine-Westphalia had requested a withdrawal less than two weeks prior to submitting this complaint. Their money had not been received yet. The issue was resolved as the player confirmed receiving her full payout after the recommended time frame had passed. Despite initial communication indicating a delay due to an ongoing review, the payments were successfully booked. The complaint was marked as 'resolved' in the system.
PlayMojo Casino - Player believes that their withdrawal has been delayed.
Amount: €4,000
PlayMojo Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 days ago
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6 days ago
Translation
I requested 2 withdrawals. Both were approved and transferred to the bank. The first one on 31.10.24 and the second on 3.11.24. Nothing has arrived in my account so far. Both were €2000 each. According to the chat, I get told something different every day. I will upload the chat logs here.
Automatic translation:
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6 days ago
Dear Aulinchen,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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3 days ago
Dear Aulinchen,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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3 days ago
Translation
Hello, yes today at 2:36 p.m. both payments were booked to me. Although yesterday in the live chat it said that it would take a while because the case was still being examined
Automatic translation:
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3 days ago
Dear Aulinchen,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
