PlayMojo Casino - Povlačenje igrača je odloženo zbog označenih dobitaka.

Dear Casino Guru Team,

On 23.09.2025, I made a €400 deposit using MiFinity Wallet and claimed a 100% welcome bonus (up to €1,000).

I played slots Diamond Mines with a bet of €3.75 and continued wagering on Mummy’s Gold with a bet of €3.50.

I won a total of approximately €4,000.

On 17.12.2025, I requested a withdrawal of €2,000 to Skrill. The withdrawal remained pending.

I fully completed KYC and uploaded all requested documents multiple times: ID, proof of address, MiFinity account screenshots, multiple selfies with ID, selfie with a handwritten note: "Hello, Playmojo 17.12.2025"

I also attended a video call via Google Meet as requested by the casino.

After all verifications were completed, the casino informed me that my winnings would not be paid due to an "anti-fraud policy", without providing any specific reason or evidence. Since then, they do not reply to my emails. 

I have never committed fraud, followed all rules, and cooperated fully with all verification requests.

I am requesting assistance to resolve this issue and receive my rightful winnings. Thank you, Ivica

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear dbsuper667,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you are experiencing. To better understand the situation, I would like to ask you a few questions.

• Are you currently able to log in to your account?
• Have you made any successful withdrawals from this casino in the past?
• Could you please confirm whether you played with bonus funds or free spins? If so, was it a free (no-deposit) bonus?
• Have you experienced any previous issues with withdrawals from this casino, or similar issues with other casinos?

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

Best regards,

Petra

Hello,

Currently I am not able to log in to my account. They closed my account. 

I have not made any successful withdrawals from this casino in the past.

I claimed the first welcome bonus and played using bonus funds. I successfully completed all wagering requirements and wagered my winnings in accordance with the bonus terms.

I have not experienced similar issues with other casinos.

Dear dbsuper667,

Thank you for your reply and for providing the previous details.

To help us better understand your situation, could you please clarify the following:

• Have you completed the payment provider verification?
• Can you confirm if you received any communication from the casino after your withdrawal request on 17.12.2025?
• I understand that your account is currently blocked, but could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.
• Could you provide any additional communication you have had with the casino? This can include screenshots, emails, or live chat records.

You may either upload the documents directly to the thread or send them via email to petra.h@casino.guru.

Hello,

Yes, I have completed the payment provider verification. I uploaded all the required documents, including my identification documents, selfies with my ID, and I also successfully completed the video call verification.

I did receive communication from the casino after my withdrawal request on 17.12.2025. After that date, we arranged a video call. Following the video call, the casino informed me that they had voided my winnings. I can provide a screenshot of the relevant email communication.

The withdrawal request was marked as pending the last time I had access to my casino account. Since my account is currently blocked, I am unable to check if there have been any updates. I will attach a screenshot of my withdrawal history to the email address you provided.

I have already sent an email to petra.h@casino.guru

 containing all relevant communication with the casino, including screenshots of emails and other correspondence.

Thank you in advance

Dear dbsuper667

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear dbsuper667,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the PlayMojo Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a PlayMojo Casino representative to join this conversation and participate in resolving this complaint.

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 for providing the information.

Dear Igor

This dispute has been formally submitted to the appointed ADR service of the Kahnawake Gaming Commission, EGIS. As the matter is currently under their review, we kindly ask that the process be allowed to conclude, as the ADR decision will take precedence.

Kind regards,

The Play Mojo Team

Dear dbsuper667,

According to the casino’s message, this case was submitted to the appointed ADR service of the Kahnawake Gaming Commission, EGIS.

Could you please confirm this?

Hello,

Yes, I confirm that the complaint has been submitted to the appointed ADR service of the Kahnawake Gaming Commission, EGIS.

Kind regards

Dear all,

Since both parties have confirmed that the issue was submitted to the appointed ADR service of the Kahnawake Gaming Commission, I will close this case for the time being.

This complaint will be reopened in three months, or earlier if any party decides to reopen the complaint and provides us with an update.

Dear dbsuper667,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Igor
Casino.Guru