PlayMojo Casino - 賞金獲得後、プレイヤーのアカウントは閉鎖されます。

signed up 2 days ago, made 5 deposits using welcome bonus and another bonus.... i deposited a total of 2100 canadian, lost the first 4 deposits, on the fifth, i brought my balance to 5900... as soon as i won, they logged me out and disabled my account..contacted suport, they replied asking for documents to which i agreed and sent the same day...they replied with send me ur bank info and we will refund ur last deposit... so lose 2100, then finally win and disable their account is thei motto... they gave me no reason whatsoever for banning me other than management decisoin

Dear vangevange26,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Am I correct in understanding that you lost the first four deposits and bonuses, and only the deposit with a bonus brought you winnings?

Please send me a link or a screenshot of the fifth bonus you activated and played with.

Also, kindly forward me the communication between you and the casino customer support regarding the cancellation of your winnings and the closure of your account at veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

4 deposit bonuses lost ad the fifth deposit bonus won... i cant send you a screenshot as i am locked out

Has the casino provided you with any explanation as to why your account was closed?

Is there any chance that someone from your household or using the same IP address as you also created an account in this casino?

Has your account been blocked immediately after you sent your identity documents for verification?

no explanation was provided, theres nobody else at this household and my account was disabled before i sent in my documents and even after i sent all the documents i was asked for , they still woulnt disable my account with my winnings

Thank you very much, vangevange26, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you vangevange26 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask PlayMojo Casino for their help in resolving this complaint. We would like to know why was the player's account closed and winnings confiscated.

Thank you!

Dear Peter,

Thank you for bringing this matter to our attention.

After reviewing the player's account, we identified a technical issue on our end that led to its unintended closure. We can confirm that the account is now active with the funds reinstated.

We sincerely apologize for any inconvenience this may have caused and appreciate both your and the player's patience as we resolved the issue.

If any further clarification or assistance is needed, please don’t hesitate to reach out.

Best Regards

The Play Mojo Team

Thank you for the positive update PlayMojo Casino representative.

Dear vangevange26, let us know if this resolves your issue or if you require any further assistance. Thank you!

no this is not settledd, they reopened my account but my balance says 0 in there, my winnings are still confiscated

my winnings have been returned, id like to keep this complaint open until casino has actually paid out the winnings

Dear vangevange26, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear vangevange26,

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.

case is settled ,casino has paid thank you

Dear vangevange26,

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,

Peter