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PlayOJO Casino - I am being ignored by customer services regarding a withdrawal of £300 that I have not received

RESOLVED
Complaint Info
Disputed casino PlayOJO Casino
Reason Delayed payment
Amount £ 300
Posted on November 2, 2021

I made a withdrawal of £70 on the 22 October. No problems with that one, it was in my bank account the next day. I made a further withdrawal of £300 on 23 October, but the funds have not arrived. The first customer care assistant I spoke to told me there was nothing they could do, it must be my banks fault as they sent the funds on 24 October. I waited a couple more days, but still no funds arrived. I contacted them again and was told to be patient, the money would arrive.

Today, over a week later, the funds have still not arrived. Nobody from OJO will reply to my emails, I have tried live chat facility but I just get a message saying "somebody will be with you in a few hours". I have contacted my bank and they have confirmed that the payment has not been sent, they only have proof of the payment for the £70. I have logged a complaint with OJO but still, no reply, it's like I am being ghosted by them. I am now worried that the money will never arrive and they wont look into the matter.

Posted on November 2, 2021

Hi

Of course we answered your emails and your chats but how many times can we give you the same information ? Once the withdrawal is processed by us it is then up to your bank and we have no control over how long they take

on checking your account i see the following :

1) your credit card withdrawal was processed by us on 26th October
2) you were informed that due to your banks policy it could take anything between 2-7 working days to get the money in your account
3) you were informed about this by email on the 298th Oct and by chat on the 29th Oct and also today

7 WORKING days ( no weekends ) will only fall due on the 3rd or 4th Nov so please check your account then and let us know

the OJO Crew

Posted on November 2, 2021

Hi

We have just received notification from the payment processor that your payment was rejected due to recent technical change they made on their side

Support have tried to call you and explain but we reached only voice message so they sent you an email

Please follow the instructions and send in the details requested and we will start the process again

Very sorry for this turn in events and apologies for the hassle

OJO Crew

Posted on November 3, 2021

The money arrived today thank you.

I still feel that the customer service I received was below standard.

Thank you to Ask Gamblers for helping.

AskGamblers
Posted on November 3, 2021

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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