PlayMojo Casino - Играчът иска възстановяване на сумата след самоизключване.

Good day,

On December 6th at approximately 2 PM, I requested self-exclusion from the aforementioned online casino via email for the first time – for my own protection due to my gambling addiction. I stated the reason.

I was able to deposit another €45 today, which I would like to have refunded, as the self-protection measures were not observed.

I request immediate self-exclusion and a refund.

I would be very grateful for your help. Thank you so much!

Guten Tag,

bei dem oben genannten Online Casino habe ich am 06.12 um ca. 14 Uhr erstmalig einen Selbstausschluss per Mail beantragt - zum Selbstschutz, aufgrund meiner Spielsucht. Den Grund habe ich angegeben.

Ich konnte heute weitere 45€ einzahlen welche ich zurückerstattet haben möchte, da der Selbstschutz nicht eingehalten wurde.

Ich wünsche den sofortigen Selbstausschluss, sowie eine Rückerstattung.

Ich wäre Ihnen sehe dankbar für Ihre Hilfe. Vielen Dank!

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 Jason12,

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.

• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected].
• Could you please advise when was the last time the casino allowed you to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Katarina

Good day,

Unfortunately, I was only able to deposit another €50 today. This brings my total deposits since requesting self-exclusion to €95.

I sent an email to support requesting self-exclusion on December 6th. I just forwarded the email to support again.

I have also sent you the email from December 6th.

I request that the exclusion be enforced and that the last deposits be refunded.

Thank you in advance for your help.

Guten Tag,

leider konnte ich heute erneut 50€ einzahlen. Somit konnte ich 95€ seit der Bitte des Selbstausschlusses einzahlen.

Ich habe eine Mail an den Support gesendet mit Bitte um Selbstausschluss am 06.12. Gerade habe ich nochmals die E-Mail an den Support weitergeleitet.

Ebenfalls habe ich Ihnen die E-Mail vom 06.12 zugeschickt.

Ich bitte um Durchsetzung des Ausschluss, sowie um Rückerstattung der letzten Einzahlungen.

Vielen Dank im Voraus für Ihre Hilfe.

Good day,

I can inform you that the self-exclusion was implemented on December 12th at 11 PM.

Nevertheless, I demand a refund of my €95 deposit, which I made days after sending my email.

Guten Tag,

ich kann Ihnen mitteilen, dass der Selbstausschluss am 12.12. um 23 Uhr umgesetzt wurde.

Trotzdem fordere ich eine Rückerstattung meiner Einzahlungen von 95€, die ich Tage nach meiner E-Mail getätigt habe.

Dear Jason12,

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 ([email protected]). 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,

Katarina

Dear Jason12,

I am so sorry to hear about your problem with the PlayMojo Casino. I will contact the casino and try to resolve the issue as soon as possible.

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 comment on the situation?

Thank you in advance for providing the information.

Dear Casino Guru,

Thank you for bringing this matter to our attention. We understand the seriousness of self-exclusion requests and appreciate the opportunity to clarify the timeline.

Upon reviewing our records, we can confirm that we received a message from the player on 6 December; however, this communication did not include a request to close the account or to apply self-exclusion. A clear request for account closure was later received via email on the evening of 11 December. The account was closed the following morning, and no further deposits were made thereafter.

We appreciate the player’s concern and regret any confusion this situation may have caused. Relevant evidence supporting our findings will be shared privately with Casino Guru for review.

Kind regards,

The Play Mojo Team

I demonstrably applied for self-exclusion for the first time on December 6th. Please verify this.

den Selbstausschluss habe ich erstmalig am 06.12. nachweislich beantragt. Bitte prüfen Sie dies.

Dear PlayMojo Casino,

Thank you for joining this complaint.

According to the player’s screenshot above, the first request was made on the 6th of December.

Could you please comment on that?

On December 11th, I contacted her again with my forwarded email from December 6th. After inquiring about the reason, the self-exclusion was implemented. That's correct. However, I had already included all the important information in my email from December 6th (self-exclusion due to gambling addiction).

Please investigate this matter.

Am 11.12 habe ich mich mit meiner weitergeleiteten E-Mail vom 06.12 nochmals an sie gewandt, dann wurde der Selbstausschluss nach Rückfrage und Antwort nach dem Grund umgesetzt. Das ist richtig. Allerdings hatte ich in meiner Mail vom 06.12 bereits alles wichtige dazu geschrieben (Selbstausschluss wg. Spielsucht).

Bitte prüfen Sie die Angelegenheit.

Dear Casino Guru,

Thank you for sharing the screenshot provided by the player. We have reviewed our systems again; however, we are still unable to locate this email in our records.

To allow us to investigate this properly, we kindly ask the player to forward the original email (including full headers)to support, so we can verify delivery and review it against our mail server logs.

We remain open to reviewing any verifiable information and will cooperate fully with Casino Guru throughout this process.

Kind regards,

The Play Mojo Team

Good day,

I have forwarded the email from December 6th again.

Guten Tag,

die E-Mail vom 06.12 habe ich jetzt nochmals weitergeleitet.

Hi,

We appreciate the prompt response.

While a forwarded message shows the email content, it does not always include the complete technical delivery information required to confirm when and where the email was received.

To allow for proper verification, we kindly ask to provide the original email including the full message headers.

If using Outlook on the web via a desktop, this can be done by right-clicking on the original message from 6th December, selecting ‘Download’, and choosing ‘Download as EML’, then sending this file to us as an attachment.

If using a mobile device, then open the original message from 6 December, tap the three-dot menu in the top-right corner, and select ‘Forward as attachment’.

Alternatively, select ‘View message details’ and copy the full message header shown there for review.

If none of the above options are available, kindly check how to provide full message headers based on relevant email provider and device type.

Thank you for your understanding and cooperation.

Kind regards,

The Play Mojo Team

Good day,

I don't know how much more evidence I should provide. I've forwarded the email to you as an attachment; I hope that's sufficient.

Please arrange a refund, as the self-exclusion was implemented too late.

Thank you!

Guten Tag,

ich weiß nicht wie viele Nachweise ich Ihnen noch zu Verfügung stellen soll. Die E-Mail habe ich Ihnen nun als Anhang weitergeleitet, ich hoffe dass dies nun genügt.

Bitte veranlassen Sie eine Rückerstattung, da der Selbstausschluss zu spät umgesetzt wurde.

Vielen Dank!

Hi,

Just to let you know we received the email, but unfortunately, it did not contain an attachment. Would you mind trying again please?

Kind regards,

The Play Mojo Team

Good day,

Then there seems to be a major problem with your server. I sent the email including the attachment.

Then I don't know how else I'm supposed to prove it if nothing works for you. That's a shame. I'll try again now with the attachment.

Below is proof that the email, including the attachment, was sent.

I'm asking Casino Guru for support.

Guten Tag,

dann scheint es wohl ein großes Problem mit Ihrem Server zu geben. Ich habe die E-Mail inkl. Anhang verschickt.

Dann weiß ich nicht wie ich es noch nachweisen soll, wenn bei Ihnen nichts funktioniert. Schade. Ich versuche es jetzt noch einmal mit Anhang.

Unterstehend der Nachweis, dass die E-Mail inkl. Anhang rausgegangen ist.

Ich bitte Casino Guru um Unterstützung.

Dear PlayMojo Casino,

According to the player’s latest screenshot, he did indeed forward you an email with a requested attachment.

Could you please check again whether you received the email?

Thank you.

Dear Igor,

We have received the attachment provided by the player; however, it contains only an image of the email rather than the original email file. Unfortunately, this does not include the technical message headers required to verify delivery.

We therefore kindly ask the player to provide the original email sent, forwarded as an attachment and also include yourself, so that the full headers can be examined. Once received, we will review it promptly and provide an update.

Thank you for your cooperation.

Kind regards,

The Play Mojo Team

Good day,

As can be clearly seen from the screenshot of the post above, I forwarded the email as an attachment.

Now I'm completely confused. Yesterday I received an email from you confirming that I would be refunded the amount I paid. I was asked to provide all my details, which I did immediately yesterday by replying to the email. What's the current status?

Guten Tag,

aus dem Screenshot des Beitrags oben, ist ganz klar zu erkennen, dass ich die E-Mail als Anhang weiterleitet habe.

Jetzt bin ich total verwirrt. Gestern erhielt ich eine E-Mail von Ihnen, in der bestätigt wurde, dass ich den eingezahlten Betrag zurückerstattet bekomme. Ich sollte alle meine Daten angeben. Dies habe ich gestern direkt gemacht, in dem ich auf die E-Mail geantwortet habe. Was ist denn nun der Stand der Dinge?

Dear Jason12,

It seems like the casino has decided to proceed with your refund.

Could you please provide the requested information to the casino and then let us know?

Thank you.

Good day,

I sent the information by email on December 1st.

Thank you so much for your support.

Guten Tag,

die Infos habe ich am 01.12 per E-Mail übersendet.

Vielen Dank für die Unterstützung.

Dear PlayMojo Casino,

According to the player’s last reply, the requested information was sent to your email.

Please inform us when the refund is processed on your side.

Thank you.

Good day,

I provided the information via email on January 1, 2026. That was a week ago.

Unfortunately, I haven't received my refund yet. I've sent you (Playmojo) another email with my details.

Guten Tag,

ich habe die Informationen am 01.01.2026 per E-Mail zur Verfügung gestellt. Dies ist nun eine Woche her.

Leider ist die Rückerstattung noch nicht bei mir eingegangen. Ich habe Ihnen (Playmojo) nun nochmals eine E-Mail mit meinen Daten geschickt.

I was then asked via email to send a photo of my ID. I have now done so.

I understand processing times, but unfortunately it's starting to feel like everything is being dragged out.

Nun wurde ich per E-Mail aufgefordert ein Foto meines Ausweises zu senden. Dies habe ich nun auch getan.

Ich habe Verständnis für Bearbeitungszeiträume, aber so langsam fühlt es sich leider so an, als würde es alles in die Länge gezogen werden.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

I can confirm that the refund has been processed. Thank you so much for your help!

Hallo,

Ich kann bestätigen, dass die Rückerstattung erfolgt ist. Vielen Dank für Ihre Mithilfe!!

Dear Jason12,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Igor P