Complaint #410 PlayOJO Casino

PlayOJO Withdrawal Request Delay Complaint

By PHG

3 years ago

Having been a member of PlayOJO for over two years completing all the banking verifications required on registration, enjoying the site, and making deposits and withdrawals without any problems to my registered Bank Debit Card, I made a withdrawal request on 20th June 2022 for £175 which has still not been paid into my account after 37 days of waiting.

I have questioned PlayOJO customer services using email and online chat on numerous occasions concerning the delay with my withdrawal request and have been met with frustrating and repetitive responses all aimed I believe to coerce, manipulate and force me to use bank wire as the method of withdrawal. I have informed PlayOJO a number of times that I don’t want to use a bank wire to make withdrawals as a charge of £10.00 will be made on every occasion for withdrawals under £500.

I quote some of the responses PlayOJO have given me which are all designed I believe to persuade/manipulate me to use Bank Wire as my method of withdrawal:

“Playojo Statement 24/06/2022

“Please accept our apologies as we are experiencing temporary issues processing withdrawals to cards issued by Natwest and Royal Bank of Scotland.

As a temporary solution, we recommend using another method such as wire transfer. If you fill out the information correctly, we will process your payment as soon as possible.”

“From: OJO Support

Sent: 02 July 2022 09:51

Subject: Re: Withdrawal Delay Complaint [CTK#834610]

My name is Emily and I am part of OJO support.

The reason I am contacting you is because of your withdrawal request!

I am really sorry to hear that you feel this way Philip and I can assure you that we are here for you and all wanted is to assist.

I apologize for any inconvenience caused; I understand how frustrating waiting on a withdrawal can be.

We are unable to locate any bank details you have provided.

I had a look through your account and I can see that we are unable to send your withdrawal to your card which is why we are asking for your details to send it via wire transfer.”

All my previous deposits and withdrawals to PlayOJO have been processed without issues/delays and they have all my bank details which have been verified.

Also, I had an email from: "My name is Penny and I’m the Customer Care Manager at PlayOJO" on 23 06/2022 who wrongly stated that and I quote: "

"I apologize for any inconvenience or delay caused and I completely understand your frustration. I can see that you made your deposits using Credit Card. It is not always possible to send winnings to Credit Card due to their internal policies and we require an alternative payment method or your bank details."

My response to PlayOJO was:

“As you are aware all my deposits and withdrawals have been made on my verified debit card registered with you, not a credit card as Penny the Customer Care Manager wrongly stated. Please see attached images of examples of recent proof of this.

It would seem that these delay tactics are a deliberate attempt to try and force me to use wire transfer and for the reasons stated I don't want to do.

You have held on to my £175 withdrawal long enough so without further delay please process my withdrawal request of £175 forthwith using the verified Bank Details all previous withdrawals and deposits have been made.”

Another email received blamed the Bank for the delay which is not the case as the Bank has processed all previous withdrawals and deposits relating to PlayOJO with my verified bank debit card details….a CREDIT CARD HAS NEVER BEEN USED WITH PLAYOJO!

From: OJO Support

Sent: 21 June 2022 03:57

Subject: Account Inquiry

My name is Bretchen and I am reaching out about your withdrawal request. At the moment we are not able to send funds to your card as the bank you are using is rejecting the payments.

For that reason, we would need an alternative method such as Bank wire to process the funds.

Thank you for your cooperation in this matter and if you require any assistance, please do not hesitate to let me know.

Kind Regards,

Bretchen”

My Bank has never rejected any withdrawals or deposits relating to PlayOJO!

I have kept all my emails and responses from PlayOJO concerning their responses to this unacceptable delay in processing my withdrawal request for £175 made 37 days ago.

The issue is not with my Bank which has accepted all previous withdrawal and deposit requests.

The issue is not with PlayOJO not having my verified bank details as all previous withdrawals and deposits have been made without any problems. They have my bank details which have been verified.

The issue is not because I have used a credit card to make deposits and withdrawals as Penny the PlayOJO Customer Care Manager wrongly stated in her email to me on 23 06/2022.

The issue I believe is PlayOJO trying to force me to use Bank Wire in order for me to receive my withdrawals and in doing so be hit with a £10.00 fee every time a withdrawal request under £500 is made.

I have made clear my views to PlayOJO who have now gone silent on the matter and I still await my withdrawal request being processed 37 days since it was first made.

Hoping now as a result of contacting Askgamblers my £175 will be in my account shortly.

Disputed Casino PlayOJO Casino

Reason Delayed payment

Amount £175

Discussion

AskGamblers

• Support Team

3 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.

PHG

3 years ago

Hello Ojo,

The outstanding withdrawal request of £175 has thankfully been paid after 38 days and the intervention of Askgamblers. I hope that there will never be a repetition of this unacceptable and inexcusable withdrawal delay.

I also hope that playojo make other users of their site aware that a £10.00 fee will be made every time a withdrawal using wire transfer is made. I had to use Paypal in order to get my money.

I also hope that the so called temporary problem that Playojo state as a reason for the delayed withdrawal request has or soon will be resolved ( see Quote below) a problem on checking with my Natwest Bank they do not acknowledge in my case.

“Please accept our apologies as we are experiencing temporary issues processing withdrawals to cards issued by Natwest and Royal Bank of Scotland.
As a temporary solution, we recommend using another method such as wire transfer. If you fill out the information correctly, we will process your payment as soon as possible.” From: OJO Support 02 July 2022 09:51

Grateful to Askgamblers that when the issues surrounding my case were made public the case was resolved within 24hrs.

AskGamblers

• Support Team

3 years ago

Dear @PHG,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified 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 complaints 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

3 years ago

Hi, we dont see any pending withdrawals in your account
please check and confirm everything has been paid

The OJO Crew

PlayOJO Casino Complaint Stats

Resolved 425 / 437

Avg. Amount $3,499

Avg. Complaint Duration 5 days

Avg. Response Time 1 day

PlayOJO Casino Complaints

See all complaints for this casino

No etransfer withdrawal method

I wanted to make a withdrawal via etransfer. The same way I made my deposits. The only options I'm given is credit card, which won't work and wire transfer. I finally gave in and did a wire transfer (double-checking that my wire transfer info was correct with my bank). Received the attached this morning. Withdrawal returned. I have sent numerous emails which have not been answered. Tried to chat with an actual person. When it said it was transferring me to someone, I waited 60 min. Nothing.

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.

54h left

Multiple Delays Without Explanation and no payment has been made

I am currently an A-Lister at PlayOJO casino. I have recently been playing and enjoying their casino. I would deposit thousands and been able to withdraw thousands. I recently made a substantial amount of money and have about 51,000 CAD in my account. I had requested Feb 7th, 2026, for 8,800 CAD. It had left me with another 8,000 in my account which I continued to use and play. After multiple attempts to get an update on the withdrawal and countless delays, on Feb 10th, it was put back into my Casino Account with no explanation on why it was rejected. I had also reached out and they could not explain why it was rejected. I had also submitted requests on the remaining 41,000 to be withdrawn which have not been actioned and now I am requesting for a full withdrawal on my account of 51,764.96. Their system does not function correctly and I have been asking multiple times via multiple emails to withdraw the full amount of my account to me with no success.

Resolved

$51,765

Incorrect payout amount

I made a withdrawal for $142.73nzd and only received $60.59nzd I have submitted all evidence required - bank statement, transaction details, exchange rate at time of processing. And I am still waiting for this to be resolved (initial payment was processed on 27/10/25) i feel this is an unreasonable timeframe

Resolved

€71

Funds return to account numerous times

It happened last Sunday night to make a withdrawal from PlayOJO casino.

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.

I’ve attempted to send them an email, call them, but there has been no availability or response.

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

Resolved

$910

Still not recieved my withdrawal

I had £250 it my balance and a withdrawal was made to my deposit method which is my debit card on the 9-9-2025, the operator said it had been processed immediately,
Here we are over a week later and the money still hasn’t reached my account,
Been on their chat help numerous times and I keep getting same answer, which is they’re looking into it and someone will email me with a update,
My account is fully verified and have made many deposits, this is all very frustrating as I don’t seem to be getting anywhere

Resolved

€250

Not receiving withdrawal requests and no response via email or live chat

On August 20,2025 I won $1235.40 on PlayOJO.ca and requested a withdrawal of $1000 and another for $70 via etransfer to my bank account. I received email saying money was on its way shortly after with a transaction ID number associated to both requests. It also showed in my gaming account that withdrawal requests were processed and method was internet wallet for both requests. A few hours later I noticed both requests were put back into my gaming account with no explanation as to why they would not honor withdrawal and attempted to contact someone through live chat which was unsuccessful numerous times. I then attempted to send emails inquiring why money was put back into my gaming account and received generic emails saying money was returned to my account but no explanation why. I have been a member of PlayOJO since 2024 and never had an issue until now and they have all of my verification documents that were accepted last year. Not sure why this is happening or how I can speak to someone about this issue.

Resolved

$1,070

Keeps sending back withdrawal funds