Complaint #950 PlayOJO Casino

PlayOJO refusing to pay out 26.65 GBP

By seneca98

2 years ago

Hello.

I originally submitted a complaint that was rejected relating to the fact that PlayOjo has taken three weeks to process a withdrawal of £26.65 and keeps changing the criteria for the documentation it needs in order to get me my money.

I’m now attaching documentation from the chat function that demonstrates my frustration and the company’s attitude. In these messages, I have alluded to separate communication via email that has similarly hit a brick wall.

To summarise, I was originally told my ID, payment card and proof of address were satisfactory for processing. Then I was informed I needed three months of bank statements and three payslips. I informed them that I only opened my bank account two months ago so supplied those, which clearly demonstrate my salary going into my account. I explained that my payslips are only available online through my work intranet and I’m at home on leave at the moment, so was told a pension statement would suffice.

They’re now arguing that the address is different on that, despite the fact it is my most recent one covering the last financial year and my address has changed in the meantime.

They then asked me to send a selfie holding my payment card, which I did. And they’ve now gone back to asking for historical bank statements and three months of payslips. I have never been treated by any company this way, and it seems clear to me that PlayOjo is simply using all means it can find to stall my payout.

The attached ten screenshots are only the most recent of well more than 100 dating back more than three weeks.

Thank you.

Disputed Casino PlayOJO Casino

Reason Delayed payment

Amount £26.65

Discussion

AskGamblers

• Support Team

2 years ago

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.

seneca98

2 years ago

This was resolved because they read your published complaint. It was several hours between the publication and the resolution of my complaint, but it was achieved. Thank you very much indeed for your help.

AskGamblers

• Support Team

2 years ago

Dear @seneca98,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

PlayOJO Casino

• Representative

2 years ago

you were paid earlier today

PlayOJO Casino Complaint Stats

Resolved 428 / 439

Avg. Amount $3,490

Avg. Complaint Duration 5 days

Avg. Response Time 1 day

PlayOJO Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 368 out of 378 complaints in this category have been resolved.

This operator's average complaint duration is 5 days, while the average duration across all operators is 8 days.

PlayOJO Casino Complaints

See all complaints for this casino

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I must have attempted this process at least 30 times now, and it is beyond frustrating.

I have also emailed all documentation to PlayOJO support email about five times, yet noone has responded or offer any assistance. I have £10 in my account but I am unable to access it because of these ongoing verification issues.

To make matters worse, I cannot even access the live chat support because I am unable to get past the verification process in the first place. How am I supposed to resolve this when the verification system doesn't work and nobody responds to my emails I would appreciate someone looking into this urgently and verify my account that I have sent via email

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I have submitted all requested Know Your Customer (KYC) and identification documents in full compliance with your policies, yet my verification remains pending without any valid explanation. Every time I reach out to inquire about the delay, I am met with generic evasive answers, repeated automated templates, or complete inaction. Furthermore, my attempts to resolve this via Live Chat are systematically blocked: agents continuously send pre-scripted bot-like messages and disconnect the session before I am even given the opportunity to type a reply. As a licensed operator, PlayOJO is legally required to handle customer verification within a reasonable timeframe and maintain transparent,

I’ve got loads of evidence of chat logs etc and screen recordings if that is needed.

Cheers!

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Now, PlayOJO is randomly asking me to resubmitted what was already submitted, approved and verified for my 6162 card and it's now saying that my documentations are insufficient. I have proof that they are contradicting themselves and they refuse to let me withdraw my account balance of 110$ by any means and they dent having ever approved my documents when I have picture proof that they did.

They are refusing to let me withdraw money categorically and what they're doing is illégal. I have pictures of proof joint below. Can AskGamblers help me rénover my 110$ account balance and dispute my situation with PlayOJO please?

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I made an etransfer withdrawal back in January. This seems to be a stall tactic. Where is the etransfer option? The wire transfer info was correct so I think this is how they try and get you to gamble your winnings rather than pay out. And no bonuses were used. I want the etransfer option.

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I excluded my account from playing on the site and decided to withdraw. To my surprise, the funds returned to my account numerous times, and as of til now it still is.

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The screenshots show withdrawal being denied by the PlayOJO cashier numerous times between Sunday and Monday, excluding Tuesday to Friday.

I did not receive any email to update my bank account details, why the withdrawal is returned to the account or any information regarding this matter.

Seeing that quite a couple of people also have similar issues in withdrawal, and it happened in the last month or so I’m making a complaint here and hopefully it can be resolved.

Thank you

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