PlayMojo Casino - プレイヤーのアカウントがロックされ、資金が遅延します。

Hi I won money and they locked me out of my accounts

I tried to verify my account with multiple pictures.

They not responding anymore.

My last picture was in front of the house with a paper and ID .

Could you please get them here so I can talk with them what is going on.

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Have any of your documents been approved during KYC?
3. What types of games did you play?
4. Has the casino requested any additional documents recently, and if so, which ones and when exactly?

I hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Dear pragstert,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

All KYC documents

4 pictures with hello playmojo with date

1 picture in front of my house with playmojo with date

3 slot games only has been played

4 no just waiting verification

this casino is just DELAYING!

Thank you for your reply. Before we proceed with the investigation, please forward me all the communication between you and the casino regarding the verification of your account at [email protected]. Kindly also include the documents you sent to the casino for verification that have not yet been approved by the relevant department.

I appreciate your patience and cooperation.

They send me an email now that they will pay me.

Thank you for the update. Could you please forward me the email where the casino informed you about the payment?

This has been paid to me thank you

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear pragstert,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika