PlayOJO Casino DK

Case summary

The player from Denmark encountered numerous issues with the casino, including a problematic website and unresponsive support. After attempting to withdraw 121 kr, he received confusing emails about a reversal and was informed that his account balance was now 100 kr. Despite trying to cash out again, he faced claims of submitting incorrect information and felt that the casino was operating in a scam-like manner. The complaint was rejected due to the player's lack of response to the Complaints Team's requests for further information.

Discussion

Public

sb0624924

Bronze

Denmark

Public

10 months ago

OriginalTranslation

I deposited 100 kr, received 50 free spins, played them, and won 21 kr.

I think their site seems extremely sketchy. For starters, it runs slowly, and sometimes when you click on the navigation elements on the page, a random file pops up for download instead. There are many elements in their navigation/information that also don't work on their site. If you look at their chat support and expected response time, it doesn't match at all. It usually says a few minutes, but responses take hours and are generally very strange. Another issue is that they ask for an incredible amount of documentation before they will release your money. After submitting my health insurance card to them, I got a really bad feeling because it honestly seems like a scam site. I therefore decide to cash out my 121 kr via a Wire Transfer, which is the only withdrawal option available in their system.

I then receive an email with the following text:

"We regret to inform you that we had to reverse your withdrawal because we couldn't process the payment back to the method you deposited with. To choose a wire transfer, you must go to the Cashier/Withdrawal page and submit a new request by entering your bank details."

This is clearly a scam, because first of all, I didn't even attempt to withdraw back to the method I deposited with - this isn't even possible to do in their system.

When I look at my account, I see it now says 100 kr. I contact them again, and they say I violated their terms. I ask if they can explain how, but I give up on getting a meaningful answer. I just accept that they have stolen my 21 kr - oh well. I then try to withdraw my 100 kr again using wire transfer, with my details copied directly from online banking.

Once again, I get the same email as above, which still makes no sense.

I try again to get a response from their chat but get nothing useful out of them. They claim I submitted incorrect information regarding the withdrawal and suggest I try another withdrawal method - even though they literally only offer that one.

So... I've pretty much given up on getting my money back. And yes, it's only 100 kr. But I really think something should be done when scam casinos like this can just operate like this.

Jeg indbetalte 100 kr, og fik 50 freespins, som jeg spillede og vandt 21 kr.

Jeg synes deres side virker enormt sketchy. For det første kører den langsomt, og nogle gange når man trykker på navigationselementer på siden, popper der i stedet en random fil op til download. Der er rigtig mange elementer i navigation/information der heller ikke virker på deres site. Kigger man på deres chat support og forventet svartid, passer den overhovedet heller ikke. Der står som regel få minutter, men svar tager timevis, og er generelt enormt underlige. Noget andet er at du beder om ufattelig meget dokumentation, før de så vil udbetale ens penge. Efter at have indsendt mit sygesikring til dem, fik jeg en rigtig dårlig mavefornemmelse af dem, da det ærligt talt virker som et scam site. Jeg vælger derfor at cashe mine 121 kr. ud via en Wire Transfer, som er eneste udbetalingsmulighed i deres system.

Jeg får så en mail med følgende tekst:

"Vi må desværre meddele dig, at vi var nødt til at tilbageføre din udbetaling, da vi ikke kunne behandle betalingen tilbage til den metode, du indbetalte med. For at vælge bankoverførsel skal du gå til siden Kasse / Udbetaling og indsende en ny anmodning ved at indtaste dine bankoplysninger."

Det er tydeligvis svindel, da jeg for det første ikke har forsøgt at udbetale tilbage til den metode jeg indbetalte med - dette er ikke engang muligt at gøre i deres system.

Da jeg så kigger på min konto, ser jeg at der står 100 kr nu. Jeg kontakter dem igen, og de siger jeg har overtrådt deres vilkår. Jeg spørger om de kan forklare hvordan, men jeg opgiver at få et meningsfuldt svar. Jeg accepterer derfor bare at de har stjålet mine 21 kr. - herre gud. Jeg forsøger så at udbetale mine 100 kr, igen med wire transfer, med mine oplysninger kopieret direkte fra netbank.

Jeg får igen samme email som ovenstående der stadig giver nul mening.

Jeg forsøger igen at få et svar på deres chat, men får intet brugbart ud af dem. De påstår jeg har indgivet forkerte oplysninger ifm. udbetaling, og foreslår i øvrigt jeg forsøger en anden metode til udbetaling - selvom de vitterligt kun tilbyder den ene.

Så... Jeg har givet op på at få mine penge pretty much. Og jaja, det er kun 100 kr. Men jeg synes virkelig der bør gøres noget, når scam casinoer som det her bare kan køre derud af.

Automatic translation:

Public

Kristina

Complaint Resolution Center Team Lead

Public

10 months ago

Dear sb0624924,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. Therefore this doesn’t necessarily have to be the casino’s mistake.

Have you made any successful withdrawals before?
Could you please clarify if you have passed the verification?

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

Best regards,

Kristina

Public

sb0624924

Bronze

Denmark

Public

10 months ago

OriginalTranslation

Have you made any successful withdrawals before?

No, I'm new to the casino. Every time I try to withdraw they just cancel it and send a false explanation that has nothing to do with my situation.

Can you please clarify whether you passed the verification?

Yes, I have.

Automatic translation:

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Kristina

Complaint Resolution Center Team Lead

Public

10 months ago

Thank you very much for your reply, sb0624924. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

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Kristina

Complaint Resolution Center Team Lead

Public

10 months ago

Dear sb0624924,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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Kristina

Complaint Resolution Center Team Lead

Public

9 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

PlayOJO Casino DK - Player’s withdrawal has been delayed and account appears suspicious.

Player stopped responding

Amount: 121 kr.

Case summary