Complaint #1084 PlayOJO Casino

Wining money and history game and withdraw failed

By Ehsanebi

1 year ago

I played free spins. I won 25 dollars, but it isn't in my balance, and all my game history has been cleaned from the casino.

After that, I deposited and played again. I won 32 dollars, and I requested for withdrawal.

After one week, I didn't receive any money, and my balance is zero now.

I sent emails several times, but they didn't care, and nobody answered me

Disputed Casino PlayOJO Casino

Reason Delayed payment

Amount $32

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that PlayOJO Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

PlayOJO Casino

• Representative

1 year ago

these ter5ms cover it, he played FS without making a deposit

" As outlined in Section 1 of our Fair Play Policy:

“We believe in Fair Play/Non Irregular Play, hence there are no wagering requirements on any of our rewards or offers. Since we are fair, we expect you to be too, and in order to guide you on our expectations we have prepared the following Irregular Play/Fair Play Policy. Any internal investigation which uncovers noncompliance of this Irregular Play/Fair Play Policy, which will be determined by Us in Our sole opinion, may result in the removal of funds from your balance, suspension of any current or future Reward or closure of your account and refusal of any of your future accounts. Any of the below patterns and behaviours are considered Irregular Play/Anti Fair Play”

Furthermore, in accordance with clauses of the Fair Play Policy:

Clause 17: In accordance with the definition of Irregular play in our Fair Play Policy in clause 1, If you receive a bonus, free spins and/or Golden Chips, you must have made a prior deposit and risked your own money to be eligible to withdraw funds related to the bonus/free spins/Golden Chips.

Clause 18: In accordance with the definition of Irregular play in our Fair Play Policy in clause 1, should you attempt to withdraw following receiving a bonus, free spins or Golden Chips without risking the deposit made to receive the bonus/free spins/Golden Chips, the bonus you received will be forfeited.

AskGamblers

• Support Team

1 year ago

Dear PlayOJO Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue, along with all the relevant facts and information that could support your statements. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send the required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential, and as such it will not be shared with third parties.

Please be in aware that, in case you fail to respond and/or provide the requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thank you in advance.

PlayOJO Casino

• Representative

1 year ago

as we told you the first time , see above in the first reply

Regarding the $25.30 you mentioned, we would like to clarify that these funds were removed in accordance with our Terms and Conditions. They were winnings generated from the Welcome Package free spins, with no real balance activity recorded. As such, they were not eligible for withdrawal.

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

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