PlayOJO Casino Ontario Alberta - Player's account has been closed.

Around 2 months ago July 7th I was on playojo and I had deposited $3000 and had a very lucky session playing blackjack, I had hit big and was able to turn the balance into $12000 but after withdrawing $5000, the account had then gotten locked where playojo believes "We’re unable to grant access to this account as it’s linked to activity that may not align with our policies." I've tried contacting the casino but the only response I've received was that they are "looking into the matter". They haven't provided a proper reason/evidence for a suspension which I haven't commited any. This is just a reason to withhold funds in a corrupt system.

It's since been 2 months and i'm still waiting to hear back from them

All KYC was completed before the ban.

I didn't make the balance using any bonus

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise when did you pass the KYC verification? Was it directly prior to losing access to your account?
• Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can 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,

Attila

I passed KYC verification on account signup, so I had access with verification for a while.

This screenshot is the only communication with the casino that I have

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear AlexHoang,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite PlayOJO Casino Ontario representative to join this conversation.

Dear PlayOJO Casino Ontario,

Could you please provide clarification regarding this case? Please also include evidence if needed.

Thank you in advance.

Dear AlexHoang,

I am waiting for update from the casino outside of this thread. I will notify you, if there are any updates.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi the answer is clear in the screenshot and the player was directed to the the Terms

more specifically to add to this , clause 37.3 states

If we have reasonable grounds to believe that You have participated in or have been connected with any form of Prohibited Practice (either detected by us or by our gaming partners and our other suppliers) of any fraud, cheating and collusion practices which are used in the gambling and gaming industry (including but not limited to "Wonging", "Opposite Betting", "Perfect Pair" Card Counting, Dragon Tiger "Suited Tie" Card Counting or any other Card Counting techniques)

We will not be entering in any further discussion on this case

Dear PlayOJO Casino Ontario,

Please provide supporting evidence to your claims, for example game logs or screenshots from the system along with specification of behavior, that is against the terms and conditions.

We are extending the timer by 7 days. If the casino fails to cooperate in providing supporting evidence in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear AlexHoang,

Unfortunately, I must close this complaint as unresolved because the casino has not provided supporting evidence within the extended response period.

Although the casino referred to its terms concerning prohibited practices, it did not explain which specific conduct it identified or provide records demonstrating a breach. Referring to a general clause alone is insufficient to establish that withholding your remaining funds was justified.

Despite the opportunity to substantiate its position, the casino has not supplied the evidence needed to assess its allegations. The complaint will therefore remain unresolved due to insufficient evidence from the casino, which may negatively affect its rating.

I am sorry I could not help you achieve a satisfactory resolution. If the casino provides relevant evidence in the future, the complaint can be reconsidered.

In the meantime, I recommend contacting the Licensing Authority (https://casino.guru/licensing-authorities/ontario-license) and submitting a complaint through their official contact form to the regulator. You can find more information about submitting a complaint at https://casino.guru/submitting-complaints-to-regulators.

Best regards,

Mirka