The player from Ireland was frustrated that bonuses were not applied to his account despite clicking the “use bonuses” option, which led to missed opportunities. He found customer service unhelpful and was denied escalation to management after multiple requests. The Complaints Team concluded that while the player's concerns were understood, the casino's bonus activation policy could not be changed by them, and therefore the complaint was closed without further intervention.
PlayMojo Casino - Player’s bonuses were not applied.
Amount: €40
PlayMojo Casino
Safety Index:Fresh casinoSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
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1 month ago
Casino guru give the option to click or unclick on "use bonuses"one would be led to think by clicking "use bonuses" the bonuses would be applied
especially since the next line says "bonus code optional" I lost out on many bonuses as they weren’t applied to my account.
customer service are useless and do not care, giving copy and paste answers. Jezebel refused twice to escalate my issue to management. I emailed support and requested to speak with a manager which I am yet to achieve
stay away!
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1 month ago
Dear D1989,
Thank you very much for submitting your complaint. Although I understand your frustration, I would like to emphasize, that each casino has a different bonus policy and system for how they activate. Unfortunately, we cannot penalize the casino for not giving you a bonus if you didn't activate it properly.
While I understand your frustration and agree that the activation system could be more advanced and user-friendly, at this point I can only recommend that you find a casino that suits your bonus requirements better.
Please do not hesitate to let me know if there is anything else, I could do for you, otherwise, I will be forced to reject this complaint.
Thank you for your understanding.
Best regards,
Kristina
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1 month ago
It’s very misleading the way they work. It’s designed to dupe the customer
also customer service are useless and refuse to escalate to management when asked
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1 month ago
Thank you for your reply, D1989. I understand your frustration, but unfortunately, we are not in a position to ask casinos to change this. We would like to help, but it is impossible for us this time.
Perhaps, you could check our list of recommended casinos to find some that you would like better:
https://casinoguru-en.com/top-online-casinos
Due to the aforementioned reasons, this complaint will now be closed. 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 any issues with this or any other casino in the future.
