Gambling harm is not something Playjonny Casino can talk you out of. Independent Australian services do that work: Gambling Help Online, Lifeline Australia and the National Self-Exclusion Register, all free of charge.
Gambling Help Online. Free online counselling and chat for anyone worried about their own betting or someone else's.
Lifeline Australia. Trained crisis supporters answer day and night when things feel urgent for you or a person nearby.
National Self-Exclusion Register. One request blocks you from many Australian licensed gambling sites at the same time.
Follow these four steps and your complaint reaches someone who can actually resolve it.
What should I send first?
Tell support what went wrong using the date, amount and any reference you have. A written summary speeds things up more than a rushed chat.
Waiting on that first answer
Expect a reply within a day on e-mail. Read it carefully, since a missing document is the usual reason a claim stalls.
Ask for a supervisor review
Still unhappy after that? Ask for the complaint to be escalated to a supervisor, quoting the complaint e-mail already on file.
Take it to the regulator
Once our internal route is exhausted, you may take the matter to the Anjouan Offshore Finance Authority, the regulator on our licence.
Playjonny Casino answers
Less waiting, more knowing
Six common worries about data, closing up, languages and verification, answered in a line or two.
accountWhy does Playjonny need my ID to send my own data?+
Wanting a copy of your data or asking us to erase it is your right, and [email protected] handles both. Requests are actioned once we confirm the account holder is you. Records we must keep under licence rules stay on file even after deletion.
accountWhat happens when I ask for my account to be closed?+
Closing your account takes one message to [email protected] from your registered address. Access stops straight away and any pending withdrawal is still paid out. Should you want back in later, support can talk you through reopening.
accountDo I need to complain in writing before going further?+
Escalating past the first reply is always allowed, and [email protected] is the next stop. Send the earlier thread and the outcome you expected. From there the dispute can go to the Anjouan Offshore Finance Authority, which licenses us under ALSI-527740.
accountWhy is my chat answered in English if I wrote in Finnish?+
Written and spoken help runs in four languages: English, German, Finnish and Norwegian. German, Finnish and Norwegian speakers reach a native voice on live chat and phone. Anything sent in another language is answered in English, so keep it simple.
accountCan I get my account looked at without revealing my login details?+
Never a password, ever, on any channel. Naming your full name, date of birth and the email address you log in with is enough for us to pull up the account. Have your last deposit amount or a payment reference nearby to speed it up.
accountWhere do I send documents so my payouts stop being held?+
Verification usually wraps up in thirty-eight hours from the moment all three documents land with us. Proof of identity, proof of address and a photo of your payment card go to [email protected]. Sending clear, uncropped pictures in one go keeps you at the quick end.
Company file
Behind the Playjonny Casino name
Clears up the worry about who actually holds your money and your licence.
We use cookies to ensure the site works properly and to improve your experience. By continuing to use Playjonny Casino, you agree to our cookie policy.