PlayMojo Casino - Igrač se suočava sa nenamernim gubicima zbog sistemske greške.

I had $60,000 AUD in pending withdrawals and had proactively set a daily withdrawal limit the previous day, receiving timestamp confirmation for this adjustment. Despite this, I was unexpectedly able to withdraw and wager my entire pending balance in a single day, bypassing the limit I had enforced. 

I had implemented the withdrawal restriction specifically because I was attending a wedding, and I knew that after drinking, I might struggle to control my gambling urges. The system’s failure to honor the daily limit resulted in significant unintended losses. 

Dear jwmdhl,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PlayMojo Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Did the casino explain why the wager limit didn't work in your situation?
• What response have you received to your request for a refund?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello, no they didn’t explain they confirmed in the below screen shot and then I asked again they confirmed it and then they went on to try say that there is no record but I have the screenshots and a time stamp

the photo where they confirmed was yesterday 11pm said it was in place as I have a time stamp from the 1st asking for it and confirmation in same chat

they Then said they would investigate only to be ignored since I then received a email 3hrs later after constant contact that my wager limit was active considering I didn’t contact anyone when I received the message they have added it to cover themselves

Also I already requested transcripts of chat as they are not helping I submitted their request 24hrs ago and they have been actively communicating so I don’t understand what’s taking them so long and as you can see they sent me the information request form before my wager was even put in place and i had confirmation days before



Please action

i emailed transcript

??

Thanks for your patience.

I went over the chat transcripts you provided. In one of the transcripts, the representative refers to a decision that your refund request was rejected. Did you receive any official email with an explanation of the decision?

no but regardless of the issue they said confirmed my wager limit of 500 Aud on the 1st of april

Sorry no answer was given to why it was rejected.

And i think rejected is a typo I cancelled all of them and wagered balance when I shouldn’t have been able ti

To*

Thanks for your patience.

Could you please clarify what you mean by canceling the wager limit?

I believe you said the wager limit was active at the time the casino allowed you to play down the funds.

When did you do so?

The screenshots you provided show an active wager limit. Could you please explain the timeline of events?

thats correct simply the limit didn’t work I was able to spend past my limit without any notification or warning and I specifically set it as I had a wedding to attend I am a bad gambler when under the influence of alcohol.

My balance should be re instated. And the amount I set for wager limit deducted.

i set a wager limit not a withdrawal limit the description of complaint is wrong

the funds where played down on the 2nd of April.

Thank you very much, jwmdhl, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 jwmdhl,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear PlayMojo Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

They have disabled my account

Updated evidence from chat transcript sent to email

Dear Michal,

Thank you for your message. We understand that Jnwmdhl's recent experience has caused concern, and we appreciate the opportunity to address the complaint in detail.

After thoroughly reviewing his account activity and the claims raised, we would like to outline several key findings:

Duplicate Accounts

Our system has identified that he holds more than one account with us, which is a direct violation of our Terms and Conditions. As per our T&Cs, operating duplicate accounts is grounds for immediate account closure, voiding of winnings, and refund of deposits: https://www.playmojo.com/terms-and-conditons

Bonus Terms Violation

Even if we were to overlook the issue of duplicate accounts, the winnings in question were accrued using a deposit and third welcome bonus. Our Bonus Terms and Conditions clearly state that maximum allowed bets while wagering a bonus are limited (e.g., to $7.50 AUD). Our records confirm multiple bets exceeding this amount during gameplay while the wagering requirement was still active. This constitutes a breach of our bonus rules and renders those winnings invalid under the terms accepted: https://www.playmojo.com/bonus-terms-and-conditions

Timing and Misrepresentation of Limit Requests

We also noted that Jnwmdhl's request concerning betting limits came after the losses had occurred—not before. He requested betting limits on April 3rd and the last bet from his deposit and 3rd deposit play session was on April 2nd. We would like to acknowledge that we take responsible gaming and the protection of our players seriously. However, we also have a responsibility to uphold the integrity of our platform and ensure that all players comply with the rules and policies they agree to upon registration.

Based on the above, we regret the claim cannot be upheld the account has been closed in accordance with our Terms & Conditions.

If you have any further questions or would like to request a copy of our investigation findings for your records, please don’t hesitate to let us know.

Kind regards,

The Play Mojo Team

Dear jwmdhl,

Could you comment on the points that the casino brought up?

That is not true I didn’t breach any requirement whilst the bonus was on my account how would I be able to have a Cashout request for days before it was cancelled. If you read the transcripts not once did you say I had breached the wagering bet limit.

the only issue was that your site failed to implement the wager limit I had made

also i did not have any multiple accounts up until after I made this complaint and I had issues with my account you have closed my account only two days ago.

everything they say is just a excuse to cover for their mistakes you can clearly see in the transcript a hole two weeks had passed and this is the only time they mention me breaching any terms

They say the claim cannot be upheld because my account is closed they only closed my account before they replied to this I was literally given a no deposit bonus earlier that day and I wouldn’t have been if my account was a duplicate

I would like to add that 3 weeks of continuous chat transcripts with me and they are only saying I have violated these terms two days ago the incident in question is a month ago.

The only issue that has been mentioned is the fact I have transcripts of them placing a wager limit and they did not set it.

@PlayMojo every point you have listed is invalid the amount in question is from a withdrawal I placed on the 28th march and I completely had wagered my limit before I increased my bet, there are transcripts stating my withdrawal is in its final stages and all checks where completed.

I canceled my original withdrawal on the 1st I won a feature than I placed a limit on my account and processed the withdrawals I had 60k pending

i was able to wager my whole balance after the date of my original wager limit confirmation. Also it has been a month I hav me converse with yo every day since.

You have purely fabricated a lie that I breached these terms and you clearly are guilty you only closed my account a hour or two before commenting here.

**the funds in question are from the wager limit on the 1st not the 3rd I cancelled my withdrawal to play with my balance my account was fully depleted by the 2nd **

also they listed matters that arnt relevant to deflect from the actual issue of my wager limit they still did not respond to my evidence.

Dear PlayMojo Casino,

The evidence the player had provided us with shows that he actually set the limit on the 1st of April. Do I understand correctly that you claim the limit was set later than this date?

Dear Michal,

Yes, that is correct. After reviewing the evidence presented, we believe there may be inconsistencies in the material provided. From our perspective, the evidence in question does not appear to align with the actual events accurately.

We are happy to provide any additional information that is needed to help shed light on this situation.

Kind Regards

The Play Mojo Team

You don’t even know the time line of anything "not before. He requested betting limits on April 3rd and the last bet from his deposit and 3rd deposit play session was on April 2nd." You are clearly very confused or just playing the fool. I requested on the first and multiple times after

I would like to add play mojo was the first casino they released since lucky7even or whatever it’s called, that would be nearly 2 years there all owned by rooster partners.

I am worried they have released three new sites since I opened this complaint I have the feeling they are going to not co operate as it’s not going to matter if this casino receives a black mark as they have three more

Dear jwmdhl,

I have gone through everything you have provided. However, I can not see any evidence that would contain both the transcript and the account's name. The fact that you had multiple accounts complicates the situation. Would you be able to provide me with evidence that would also show the name of your account? So we can be sure which account the transcripts belong to.

It has my email address in the transcript right before he confirms also I did not have multiple accounts when this issue was raised. I made a account with there knowledge afterwards as I was proving to them a game was specifically not working on my account

my name is clearly displayed in the transcripts I sent plus I fully verified to get said transcripts this should not be a issue

I’ve supplied all evidence I need to, they can’t just make up reasons not related to this case so they can possibly get it refused or delayed the fact is my transcripts will show I conversed up to 4 weeks after the issue was raised on here before they closed my account, I also uploaded or emailed you the chat transcript from the day they closed my account they couldn’t tell me a reason I asked multiple times they were obviously working out what terms they could try and breach me on.

Dear jwmdhl,

I apologize for the late reply. I will need more time to investigate, and to discuss this case with my colleagues. I will be informing you as soon as I will have an update. Your patience is greatly appreciated.

😕 ok

Dear jwmdhl,

I regret to inform you that I am unable to assist you in this matter. Based on the evidence I reviewed, there was no communication regarding any account limits on or before April 1st. However, messages from April 2nd show that you contacted the casino to request free spins and mentioned losing your winnings due to being unable to withdraw them. These messages did not reference any account limits.

Additionally, the situation is complicated by the fact that you hold multiple accounts with PlayMojo Casino. This makes it difficult to accurately match the screenshots you provided to the corresponding accounts. There also appear to be discrepancies between your screenshots and the records from the casino’s system. Notably, the casino’s evidence clearly indicates which messages belong to which account, whereas that distinction is unclear in the materials you submitted.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we 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.