PlayOJO Casino - Player’s deposit has never been credited to the casino.

" Jag gjorde en insättning men kunde inte skapa ett konto. Varför?

Detta kan inträffa i vissa fall när du försöker skapa ett konto efter att du har använt alternativet Pay'n Play. För att vi ska kunna utreda detta vidare ber vi dig vänligen kontakta vår kundtjänst och skicka med en skärmbild av felmeddelandet och ett kontoutdrag som visar transaktionen, om det är möjligt."

Det står så under deras "Hjälp" policys. Jag gjorde en insättning och ville ha bonus men kontot skapades aldrig via deras metod så pengarna försvann. Jag har kontaktat dem och inget har hänt. Jag begärt uttag, bifogad bild av transaktion och de dröjer på tiden. det har gått 3 veckor nu och inget har hänt.

Det här en definition av bedrägeri. Vad ska jag göra?

Dear kraki123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not depositing any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

Please forward a screenshot of the error message and a bank statement showing the transaction to petronela.k@casino.guru too and we will contact the casino right afterwards.

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

Best regards,

Petronela 

Dear kraki123,

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.

Thank you very much, kraki123, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, kraki123,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite PlayOJO Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear PlayOJO Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to solve the issue? What does the casino need to start an investigation, and where should it be sent to?

Thank you in advance for providing the information.

Dear kraki123,

I was in contact with the casino representative, and this is the information I was given:

"The player's missing deposit was refunded under order ID: 6593021492 on the 21/12/2022.

We have followed up with the player again advising him that it was refunded back to his account.

Also we have asked for a bank statement from the date we sent the refund so we can investigate it further as he claims it was not received."

Can you please confirm you have already received the deposit refund to the used payment method? If not, could you provide the casino with the required bank statement, so it can perform a deep investigation?

Dear kraki123,

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

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, PlayOJO Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru