PlayOJO Casino - Player experiencing withdrawal and deposit issues.

I have been unable to withdraw $200.00 using Interac because the icon does not show up on my Withdrawal page. When I try to deposit the minimum amount of $10 so the Interac icon will appear on my Withdrawal page (as I have learned from a previous withdrawal issue with PlayOjo) I receive a Gateway Timeout message.

I have contacted PlayOjo numerous times but I have been transferred to several agents and my concern has never been answered directly.

Thank you for your time!

Dear Shenanigans1,

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

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

• Have you made any successful deposits in the casino using Interac or any other payment method?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• Have you tried other devices to log in to the casino and make deposits?

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

Thank you very much, Shenanigans1, for your messages.

Let me post your message from earlier:

"Hello Tomas!

Thank you for the quick reply. Yes, I have used different devices to attempt a withdrawal. And, I have used Interac for deposits and withdrawals in the past. PlayOJO will not refund the $200.00 using MasterCard.

Thank you for your time!

Shannon"

I checked the information you sent and it seems the casino expects you to make a minimum deposit to the website of $10 via Interac. Have you tried to make the deposit when attempting to access your account from different devices?

Yes, I have and I get a 504 gateway timeout.

This is the message I get.

Thank you very much, Shenanigans1, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Shenanigans1,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear PlayOJO Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if it is possible to pay out the money to the player via any other withdrawal methods if Shenanigans1 doesn't see the Interac option in the account? Do you have any other suggestions for solving the issue?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Thank you, Natalia. I have forwarded the past few communications with PlayOJO to Tomas at Casino Guru. My concern continues to not be addressed.

Shannon

Dear Shenanigans1, I have received the following response from the casino representative:

"After checking the account we can see there are no restrictions that would prevent the player from withdrawing funds, additionally we can see that she has previously withdrawn via Interac.

Support will contact her to assist"

Dear Shenanigans1, additionally, after further review of the situation, the casino representative informed me that the only option available now for withdrawal is a wire transfer. Your bank details are already saved so you can try to make a withdrawal by wire transfer now.

Sure. I will need PlayOJO to provide me with the name of the country the $200 is coming from.

Thank you so much!

Shannon

Hi Natalia,

I received an email message from PlayOJO that the $200 has been withdrawn. When I checked my account it has been withdrawn as a wire transfer. I didn’t send any information to PlayOJO regarding a wire transfer. What is going on? Will this money be deposited to my credit union?

I tried to take a screenshot of the transaction page but it won’t copy.

Shannon

Hi Natalia,

I received an email message from PlayOJO that the $200 has been withdrawn. When I checked my account it has been withdrawn as a wire transfer. I didn’t send any information to PlayOJO regarding a wire transfer. What is going on? Will this money be deposited to my credit union?

I tried to take a screenshot of the transaction page but it won’t copy.

Shannon

Here is what I received this morning .just before 9:00 a.m. . . .

Hiya, Shannon,

Thanks for reaching out.

I'm Henrik from the OJO crew and I will assist with the account troubles.

​Apologies for the delayed reply and thanks for your patience.

I have escalated the information about the issue you provided so far to the payments team for a clarification on how to proceed, as we're also beholden to certain regulatory obligations when it comes to where we can send funds.

The reason we are not using the MasterCard is due to issues when we try, and therefore, an alternative method is required.

Can you confirm that you do not currently see Interac as a withdrawal option on the Withdrawal page?

Screenshots or a recording of what you can see on this page will be helpful and may help avoid further delays, as they might ask for these.

Please also elaborate as much related information that you can think of, and details that may help find an alternative solution for you.

You can protect your balance from play until you're done withdrawing by placing a cooling-off: 'My Account' > 'Settings' > 'Play Limitations'

Let me know if you have other questions, Shannon.

Until next time, OJO & out!

An hour later I received this. . .

You're good to go, chum!

The OJO crew has processed your withdrawal and it's on its way!

Transaction ID: PW8486597  If you’re a stickler for numbers - you can review the withdrawal details.

Just login, head to your account and open your Transaction History.

Dear Shenanigans1, my apologies for the small delay, I got the information regarding one of your previous questions (the name of the country the $200 is coming from) - wire payments are done via Barclays UK and Valyuz Lithuania.

Have you checked the transaction details as per the last message from the support you shared? Were your bank details correct?

In the meantime I have received a message from Play OJO fromPlay OJO that the $200 has been sent by wire transfer. . .

Hi Shannon Culbertson​

My name is Panagiotis  and I am part of the OJO-Crew. 

Hope you're having an amazing day. 

I've checked your account, about the bank details

As i can see you provided these details on 29/9/2022 and on 3/10/2022

I answered, that information is from a year and a half ago. How does PlayOJO even know I am using the same account?? I did not provide the name of the country you have just referred. How is this getting so complicated? And where did the $200 go?? Will this be blamed on me not sending the proper information now? I did not submit or request a wire transfer for this $200.

​

So, is the country the United Kindgom? Is Barclays a city?

And Lithuania is the country and Valyuz is a city???

Which one do I use?

This is beyond believable.

I received this message from PlayOjo this morning . . .

Hi Shannon,

My name is Dinis and I am part of the OJO-Crew. 

Hope you're having an amazing day. 

The payments team always check the details before we process the WD, and due to bank standards could take from 2-7 business days 

Please, if you dont receive the money until the 7th day contact us and we will escalate this further 

Hello!

The $200.00 wire transfer is not yet showing in my bank account. . .

Wait a minute. . . looks like I have finally received the $200.00!

Thank you so much CasinoGuru for your assistance!

Dear Shenanigans1,

Thank you for the confirmation! I'm glad to hear that your issue has been resolved successfully, so I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru