PlayJango Casino - Il giocatore non può usare il suo account.

I registered with Playjango on 08/22/2020. Although I had saved my password and username in the browser, I could not log in again after the first deposit of € 100. Even after switching browsers several times, the "forgot password" function did not work because I did not receive an email. LiveChat was not available because I could not log in. Inquiries by email were initially not answered. Which is why I suspected that I might have made some mistake with the email address.

But at some point the support answered. Two e-mails read very positively so that I thought the problem could still be solved. But then the contact broke off again and despite several e-mails on my part, you did not contact me again. I also made an entry at the MGA. I don't have my money until today (01/17/21).

Ich hatte mich am 22.08.20 bei Playjango registriert. Obwohl ich Passwort und Benutzername im Browser gespeichert hatte konnte ich mich nach der ersten Einzahlung von 100€ nicht wieder anmelden. Auch nach mehreren Browserwechseln funktionierte die "Passwort vergessen" Funktion nicht weil ich keine E-Mail erhielt. LiveChat stand nicht zur Verfügung weil ich mich nicht einloggen konnte. Anfragen per E-Mail wurden zunächst nicht beantwortet. Weshalb ich vermutete dass ich vielleicht irgendeinen Fehler bei der E-Mail Adresse gemacht hätte.

Aber irgendwann antwortete der Support doch. Ein zwei E-Mails lasen sich sogar sehr positiv sodass ich dachte das Problem würde sich doch noch lösen lassen. Aber dann brach der Kontakt wieder ab und trotz mehrerer E-Mails meinerseits haben Sie sich nicht mehr gemeldet. Habe auch eine Eingabe bei der MGA gemacht. Mein Geld habe ich aber bis heute (17.01.21) nicht.

Dear Markus,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do you receive any error messages when you try to log in? Did you manage to start playing with your deposit before this happened?

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?

Additionally, if you have contacted already Licensing Authority, please let us know, as we won’t interfere with their investigation.

I will be waiting for your reply patiently and hope to help you as soon as possible.

Best regards,

Kristina

We received this email from Markus:

"Hello dear Kristina,

many thanks for the answer. The hope that something else will happen at Playjango and I've already written off the money there anyway, but when I saw that CasinoGuru had the opportunity to submit such a complaint, I thought I'll try again. I haven't played with the money after making a deposit at Playjango.

I will then send you the emails that I have already exchanged with Playjango.

Thank you very much for your efforts

Markus "

We received this email from Markus:

"Hallo liebe Kristina,

vielen Dank für die Antwort. Die Hoffnung dass bei Playjango noch etwas passiert und das Geld dort habe ich sowieso schon abgeschrieben aber als ich gesehen dass es bei CasinoGuru die Möglichkeit gibt so eine Beschwerde einzureichen dachte ich, ich versuchs nochmal. Ich habe nach meiner EInzahlung bei Playjango noch nicht mit dem Geld gespielt.

 Ich sende Dir im Anschluss die E-Mails die ich bereits mit Playjango gewechselt habe.

Vielen Dank für Deine Bemühungen

Markus"

Markus, thank you very much for your email. I haven't received the communication between you and the casino yet. Would you be so kind and forward it to me, so we can gather as much information as possible about your case?

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. 

Your cooperation in this matter is highly appreciated. 

Hello, sorry that I am only now answering. I tried to forward the correspondence with PlayJango but my e-mail provider (T-Online) won't let me forward the mail. It is an error message these emails because of spam suspicion can not be sent. 🙁

Can I send the emails as a screenshot?

Hallo, sorry dass ich jetzt erst antworte. Ich hatte versucht die Korrespondenz mit PlayJango weiterzuleiten aber mein E-Mail Provider (T-Online) lässt mich die Mails nicht weiterleiten. Es kommt eine Fehlermeldung dass diese E-Mails wegen Spamverdacht nicht gesendet werden können. 🙁

Kann ich die E-Mails evtl. als Screenshot senden?

Thank you for your reply, Markus. Please, feel free to post screenshots here, if possible.

Dear Markus,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will be forced to reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.