PlayOJO Casino DK - Player’s account is closed with no explanation.

I would like to submit a complaint about the online casino PlayOJO, which is run by the operator Skill On Net.

I deposited 100 DKK and received the 50 free spins that the offer promised. I used the spins and ended up with a win of around 100 DKK. When I subsequently tried to withdraw the winnings, my account was permanently closed without explanation.

I haven't received any information about any rule violations, verification requirements, or issues with my account. Everything was working normally until I tried to make a withdrawal.

I have tried to contact their customer service several times:

– The live chat is closed manually as soon as I inquire about the account closure. This happened three times, each time I was transferred to a new employee.

– I have sent an email, but they are not responding.

My account is therefore closed, I have no access and I cannot get my winnings paid out. I request assistance in getting the operator to explain the account closure and pay out the money I have rightfully won.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PlayOJO Casino DK.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Could you please confirm you used the payment method in your name when depositing?
• Could you please confirm this is your first and only account in this online casino?
• Could you please share a screenshot or a link to the bonus offer you accepted?
• Did you complete the wagering requirements of the bonus?
• Could you please share with me your attempts at communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Playojo has chosen to initiate a payout/refund AFTER I posted a review on trustpilot, not for a second before they bothered to reply to me. So the problem is half solved until the money actually shows up in my bank account. However, they still haven't answered why my account was closed.

For your questions:

1: I registered the same day I was banned

2: I used my own credit card with my name on it, so yes I confirm that

3: Yes, it was my first and only account on playojo

4:

5: There were no playthrough requirements

6:

However, the email has been answered subsequently, as I also wrote at the top here.

I think I can mark this as problem solved after they start paying out.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear CubanPelican,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas