PlayMojo Casino - Igrački nalog je zatvoren bez objašnjenja.

On May 2, 2025, PlayMojo canceled my cash-out request for 1854 EUR. They asked for a selfie holding my ID with a handwritten note, plus a bunch of extra verification stuff, 6 months of bank/e-wallet statements showing all my transactions, proof of where my income comes from, a detailed bank statement, and a Skrill statement for 6 months.

I sent the selfie and note on May 29, 2026. Support got back to me on May 31 just repeating the same list of documents, no real timeline given.

After that I tried logging back in to sort out the rest of the documents, but my account was disabled. When I reached out to support about it, they told me the account was closed by administration's decision, that it can't be reopened, and that there's no balance for me to withdraw or get refunded.

I never got a real explanation for why the account was closed, and I was never told whether the documents I'd already sent were even enough. My 1854 EUR was still pending when they shut everything down, and now I'm just being told there's nothing left. That's why I'm disputing this.

I now have the remaining documents they originally asked for, and I want the case reopened so I can submit them and get my 1854 EUR back.

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Hello,

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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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

Dear msshaon900,

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.

Hi Tomas,

Thanks for looking into this. My account's been blocked since the end of 2025, but I only found out in July 2026 when I tried logging in to send more documents and got hit with the "account disabled" message, no warning at all. Support told me in chat it was closed by "administration's decision," can't be reopened, and there's no balance left for me.

I honestly don't remember exactly which games I played to build up the balance, probably slots and other stuff on the site, and yes, a bonus was involved.

For context, my 1854 EUR cash-out got canceled May 2, 2025. I sent the selfie and note they asked for on May 29, 2026, along with a pile of other requested documents (bank/e-wallet statements, proof of income, Skrill statement). Support replied May 31 just repeating the same list, no timeline. Every time I respond it feels like something new gets added instead of actually resolving anything. Then my account got disabled with basically no explanation.

Attaching the emails for reference. Really appreciate the help.

Thanks,

Shauna

My account's been blocked since end of 2025, only found out in July 2026 when I tried logging in and got the "account disabled" message, no warning. Support said in chat it was closed by "administration's decision," can't be reopened, no balance left for me.

Don't remember exactly what games I played, probably slots and other stuff, and yes, a bonus was involved.

For context, my 1854 EUR cash-out got canceled May 2, 2025. I sent everything they asked for (selfie, note, bank/e-wallet statements, proof of income, Skrill statement) but they just kept repeating the same list back with no timeline, then disabled my account.

Thanks,

Shauna

Thanks for the clarification.

I am afraid I don't have good news.

We’re sorry, but we are unable to assist you with your request. Due to the amount of time that has passed since the incident you described—more than six months ago—we are no longer able to investigate the matter effectively. Our policy does not allow us to pursue cases that are considered "cold cases," as collecting evidence and reconstructing an accurate timeline becomes too difficult after such a period.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with any online casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.