PlayOJO Casino Ontario - Player encounters withdrawal issues at PlayOjo.

I have been with PlayOjo for a few years and took some time out for a break. I recently won $400 and cashed out. Oh my goodness, the headaches I’m going through, there’s only 4 withdrawl methods for Ontario residents. And none of them are easy or fast. They used to offer Interac as an option but they no longer do. Mastercard won’t accept a refund to the card, which leaves me with the other two options one is pay safe (which I have no idea what it is) the other I have never heard of but consists of registering and contacting their people to discuss account options etc… I don’t need any account with a third party, I just want my withdrawl, so this just leaves me with the wire transfer option which could take a week (which is now going to be two weeks cause I am unable to make a withdraw cause there’s a document still "processing"). I submitted all requested documents after about 4 days they reversed my withdrawal and told me they needed a card ended in 4 particular digits. I don’t have a card ending in these digits I explained this in the chat and email. Of course emails take days before they’re responded to (if they ever are) and the live chat is NEVER live and that takes days as well. I have submitted cards, bank account information, utility bills, passport id and still nothing. Ojo prides itself in being the fair casino, but after all these headaches and lack of communication I don’t agree.

Dear ctonon2012,

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

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

• Which document you submitted hasn't been accepted yet?
• Do I understand correctly you deposited in the casino using a Mastercard? Have you submitted proof of ownership of this card to the casino?
• Please forward me the recent responses you received from the casino regarding the issue to my email at tomas@casino.guru

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

Best regards,

Tomas

Thanks for your reply.

Casinos can ask to verify all payment methods used in the casino.

Have you learned when you used the card to deposit in the casino? Was the visa gift card issued in your name by the issuing bank?

Thank you. No it wouldn’t have been we can buy gift cards at any store, they are not personalized.

But all is fine, I played through the 400 and permanently closed my account with them. I will NEVER play nor recommend OJO to anyone. The simple fact of having instant chat would’ve probably rectified the issue. But with days in between responses only for them to ask for the same thing over and over after I explained the situation over and over wasnt working.

Thanks for the update.

I hope you won't experience similar issues again. I would recommend you use only payment methods that are identifiable as yours to prevent similar issues in the future.

Sadly, since you have played your winnings and closed your account, I’m afraid there is not much we can do for you. Please understand, that the player is the only one responsible for their account, active balance, and all the bets taking place.

I'll now close the complaint due to this reason. Please don't hesitate to contact us again if you face issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru