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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.

Ich erhielt eine E-Mail, dass ich 10 freispiele von Playmojo.com auf meinem Konto gutgeschrieben bekam.

Diesen habe ich umgesetzt, wodurch das bonusguthaben, in Echtgeld umgewandelt wurde.

Mit dem Echtgeld Guthaben habe ich dann einen Gesamtbetrag von knapp 700 € gewonnen und wollte mir diesen auszahlen lassen.

Ich habe mich vorher extra noch mal per Live-Chat an den Kundenservice gewandt um sicher zu gehen dass auch alles seine Richtigkeit hat. Dies wurde mir mehrmals bestätigt und zugesichert.

Als ich dann heute erneut auf den transaktionsstatus schaute wurden jegliche Auszahlungsanträge abgelehnt und die Gewinne konfisziert mit der Begründung ich hätte gegen Wetteinsätze verstoßen die allerdings meiner Meinung nach nicht in den Abg so richtig aufgeführt sind

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.

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.

1. Ich hatte tatsächlich nur 0,67 Cent gewonnen und musste 26,08€ umsetzen.

2. Ja richtig, alle

3. Ja angeblich hätte ich gegen den maximal wetteinsatz von 5 Euro verstoßen.

Thank you for your reply, kingfestletsplay. I checked the Bonus T&Cs and I found this:

2.2. The maximum bet while wagering is 5 EUR, 5 USD, 7.5 CAD, 7.5 AUD, 7.5 NZD, 50 NOK, 400 RUB, 100 ZAR, 500 INR, 30 BRL, 0.00005 BTC, 0.0015 ETH, 0.055 LTC, 0.01 BCH, 30.94 DOG, 5 USDT, 3.8 XRP, 0.0075 BNB, 5.5 ADA, 27 TRX or currency equivalent, unless otherwise specified. The maximum bet limit includes bets doubling after a game round has been completed and bonus rounds (purchased within the game). Breaching the maximum bet rule leads to all winnings from the bonus confiscated.

Our position is closely explained in Fair Gambling Codex:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history. My email address is kristina.s@casino.guru.

If there is any relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Dear kingfestletsplay,

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.

I sent you an email

Ich habe Ihnen eine Email geschickt

Do I understand correctly you asked the casino to send you your game history?

Yes, but I've been kept waiting for days...

So nothing happens

Ja, allerdings werde ich seit Tagen nur hin gehalten...

Also es passiert garnichts

I have sent you the bet history. And as I suspected, there is no violation of the terms and conditions on my part

Ich habe Ihnen den bet Verlauf geschickt. Und wie ich vermutet hatte, liegt keinerlei verstoß gegen die abg meinerseits vor

Please forward me the email in which the casino sent you your game history as an attachment. Here are the steps to do so in Outlook:

• Open Outlook and locate the email you want to forward.
• Click on the email to open it.
• Click the More options (three dots) in the top-right corner.
• Choose Forward as Attachment from the dropdown.
• A new email will appear with the selected email attached as a .msg file.
• Enter the recipient's address and click Send.

Thank you.

Completed

Erledigt

Thank you very much, kingfestletsplay, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you kingfestletsplay 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 were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Hello!

Thank you!

Now according to PlayMoyo I have exceeded the maximum bet amount...

Hallo!

Vielen Dank!

Nun laut PlayMoyo habe ich den maximal wettbetrag überschritten...

Dear Peter,

Thank you for bringing this matter to our attention.

After thoroughly reviewing the player's account, we can confirm that while the verification process was completed successfully, it was evident that the maximum bet rule was violated while playing with an active bonus and information was provided to this effect.

Additionally just to clarify, the maximum win from free spins is capped at €50, as per our promotional rules. Any winnings exceeding this amount would have been adjusted accordingly if the bet hadn't anyway breached our terms.   

We always strive to ensure fairness and transparency in our gaming environment, and we encourage players to familiarize themselves with our terms before playing. Should you require further clarification, we remain available to assist.

Best Regards,

The Play Mojo Team

But I have to convert amount XY?!

If I win 700 euros, it's not my fault?!

In addition, the live support tells me that I have exceeded the maximum bet of 5€?!

Ich muss doch aber Betrag XY umsetzen?!

Wenn ich 700 Euro gewinnen, kann ich doch nichts dafür?!

Außerdem sagt mir der live Support, ich hätte den maximaleinsatz von 5€ überschritten?!

Thank you for the update PlayMojo Casino representative. Would it be possible to provide me with the player's betting history for review? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hi Peter,

Betting history sent as requested.

Best Regards,

The Play Mojo Team

The bet history has been checked a long time ago?

Are we going around in circles here?!

Die Bet Historie wurde doch schon lange geprüft?

Wir drehen uns hier im Kreis?!

Thank you for providing me with the information PlayMojo Casino representative.

Dear kingfestletsplay, I have requested the game history again as the format it was in previously made it difficult to review. While we try not to go against the max bet rule as it is an industry standard we look at each case individually to try to determine if the player gained an unfair advantage by violating the rule. I have received the game history and was able to review it and determine that the max bet rule violation caused you to gain an advantage as without it you would not be able to finish the wagering requirements and receive the real money funds you used to win the disputed amount. With that in mind, we believe the steps the casino has taken to be justified and we will subsequently reject your complaint. Thank you for your understanding and I'm sorry I 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.

Kind regards,

Peter