The player from Austria discovered an undisclosed win limit on their deposit bonus after winning and attempted to withdraw. The casino informed them that they could only withdraw five times the granted bonus, resulting in the withholding of 2/3 of their winnings. The player felt this condition had been deliberately hidden. The issue was resolved when the player received the full amount of their winnings, and the casino apologized for the misunderstanding.
PlayMojo Casino - Player's winnings are confiscated due to unclear bonus terms.
Amount: €1,400
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
PlayMojo Casino is a new online casino, which makes it more difficult to evaluate it. Based on our current findings, it has a Safety Index of 6.8. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 weeks ago
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1 month ago
Translation
I stumbled upon the site by chance and, of course, read through all the bonus conditions before depositing, as I like to test the casino with the welcome bonus. As in almost every casino, there is a win limit for a no deposit bonus, but there was NO mention of a win limit for deposit bonuses. So, I played with the bonus and won. I wanted to make a withdrawal and waited. After 3 days, I contacted the casino via email, and they informed me that I could only withdraw FIVE TIMES the granted bonus (100%). They withheld 2/3 of my winnings from me— the last 1/3 has also not been transferred yet. Honestly, I think it's outrageous not to disclose things like this (definitely DELIBERATELY) in the BONUS CONDITIONS. Is there anything that can be done besides warning other players?
Automatic translation:
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1 month ago
Dear Chasiti,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PlayMojo Casino.
I went over the website's rules and I didn't spot any maximum withdrawal rules for the deposit bonuses either.
Please allow me to ask you a few questions, so I can better understand the situation.
- Did the casino cite any particular rules as a justification for its actions?
- Could you please provide any communication or other supporting evidence regarding the confiscation of your winnings to my email at tomas@casino.guru?
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
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1 month ago
Translation
The casino sent me an email to apologize for this misunderstanding. There is apparently no winnings limit for deposit bonuses.
The first payment was accepted (via instant bank transfer) but I haven't received the money yet. I'm curious to see when it will arrive
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1 month ago
Translation
I received the full amount and the casino apologized for the misunderstanding
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4 weeks ago
Dear Chasiti,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
