The player from Germany won nearly €700 using real money converted from a bonus after playing 10 free spins but faced withdrawal denial and confiscation of winnings. Despite confirming the validity of the withdrawal with customer service, the casino claims he violated betting rules, which he feels are not clearly specified.
PlayMojo Casino - Player’s winnings have been confiscated.
Amount: €700
PlayMojo Casino
Safety Index:Fresh casinoSafety Index
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6.8
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Case opened
Current status
Waiting for Casino Guru to reply
3d 19h 2m 5s
Case summary
3 days ago
Public
Public
3 days ago
Translation
I received an email stating that I had been credited with 10 free spins from Playmojo.com on my account.
I played through them, which converted the bonus credit into real money.
With this real money balance, I won a total of nearly €700 and wanted to withdraw it.
I specifically contacted customer service via live chat beforehand to ensure everything was correct. I was assured multiple times that it was.
However, when I checked the transaction status again today, all withdrawal requests were denied, and the winnings were confiscated, citing that I allegedly violated betting rules, which, in my opinion, are not clearly outlined in the terms and conditions.
Automatic translation:
Public
Public
3 days ago
Dear kingfestletsplay,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please clarify how much money you won with the free spin bonus?
- Do I understand correctly that the casino confiscated all your winnings?
- Did the casino specify which rule you breached?
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,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
Public
3 days ago
Translation
1. I actually only won 0.67 cents and had to wager €26.08.
2. Yes, right, all
3. Yes, apparently I violated the maximum bet of 5 euros.
Edited
Automatic translation:
Casino Guru is examining the case
