Complaint #722 PlayOJO Casino

Verifying issues, emails both sent well over 1 week ago

By Ric92c

3 years ago

I submitted my documents months ago, but had emails back "your documents have been verified". When I go to withdraw my small amount of winnings it tells me to upload documents (without telling me what they want as the documents were verified already). I have contacted chat multiple times, one time they said "send front of bank card" which I did again, then they emailed me back saying ooops duplicate document. So I ask chat again and they again tell me to send bank card again, so I do it again then they reply it was a duplicate document which tells me they already have my bank card so why keep asking for it?

My latest 2 emails both sent well over 1 week ago had no response, I contacted live chat explaining and asking why they are asking for a document that I have submitted multiple times then emailing me saying it's a duplicate. My latest reply from live chat was to upload all documents again, which I did again, even tho they were already verified (and I have submitted them multiple times by this point), and I'm receiving emails that they are all duplicates.

I don't understand what you want or what you are asking for, as you have everything you have asked for and emailed me that my documents are verified! What more do you want? The amount I want to withdraw is $261. This has been going on since February with multiple messages to chat and 2 emails. Still, I get nowhere.

Disputed Casino PlayOJO Casino

Reason Verification issues

Amount $261

Discussion

AskGamblers

• Support Team

3 years ago

Dear @Ric92c,

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

3 years ago

Hi your withdrawal has been paid

PlayOJO Casino

• Representative

3 years ago

Hi we tried to process your withdrawal to your credit card CC 8557 but it was declined by your bank
so please upload /inform Support of your bank details for us to send your funds by wire transfer

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

Jumio verification not working

The Jumio verification process is simply not working, no matter what I try. I have uploaded both my passport and driving licence and completed the liveness checks numerous times, even trying different lighting conditions. However, every single time, I receive the same message saying that my identity cannot be verified.

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

21h left

Formal Complaint Deliberate Verification Delay and Unresponsive Support 60000 SEK

Dear PlayOJO Management and Complaints Team, I am writing to lodge a formal complaint regarding the unreasonable and deliberate delays in processing my account verification documents, which is currently preventing me from accessing and withdrawing my legitimate account balance of 60,000 SEK.

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!

Resolved

kr60,000

Withdrawal Issues

I have already submitted my verification for both of my RBC cards, the one ending in 1565 and the one ending in 6162 and PlayOJO had already approved both cards and documentations.

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?

Rejected

$110

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.

Resolved

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

I have been trying to withdraw from PLAYOJO for the past 3 weeks and everytime there is always some sort of issue. I have sent them 4 emails now and even after providing them more documentation to prove who i was I am still having problems withdrawing. My most recent withdraw was a wire transfer and it was for the first time approved, however after a week and still no money in my account I sent them another email asking for an update they told me that there was an issue with the withdraw and proceeded to put the money back into PLAYOJO account. At this point I am so fed up with this site and feel like I have hit a wall.

Unresolved

$500