HomeComplaintsPlayOJO Casino - Player’s self-exclusion was removed without reason.

PlayOJO Casino - Player’s self-exclusion was removed without reason.

Amount: Can$22,240

PlayOJO Casino
Submitted: 24 Jan 2025
Case opened Current status

Waiting for Casino Guru to reply

0d 7h 24m 18s

Case summary

The player from British Columbia self-excludes from Play Ojo due to a gambling problem, expecting not to be allowed to reopen the account for at least 180 days. However, she finds her account reopened on December 24, 2024, without any responsible gambling checks or explanations. Since then, she has lost $22,240, claiming the casino violated its own responsible gambling policies.

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I had been playing with Play Ojo for a while and had been losing too much money. I have a gambling problem and made the decision to self exclude myself so I could no longer play on their site, while also seeking professional help.


I chose the self exclusion option specifically, which is deliberately hard to find, because I wanted to ensure I would not be allowed to return. This was on or around November 29. 2024.


On December 24, 2024, PlayOjo let me re-open my account without any kind of explanation and without asking me to answer any responsible gambling related questions. I simply needed click a button that allowed me to "remove self-exclusion" and I used a drop down option to select that I had self-excluded by mistake initially.


I selected this option as I have a gambling addiction and wanted to do what I could to regain access to gambling. This is precisely the reason I self excluded in the first place.


Since removing the self exclusion, I have lost a further $22,240 (after deposits and withdrawals) that I tried to prevent from happening.


My understanding was that by selecting self-exclusion, that I would not be allowed to play with this casino again for a minimum of a few years and that it would take proving that I can gamble responsibly before they would re-open my account, but this was not the case.


PlayOjo's own web page on Responsible Gambling (https://www.playojo.com/responsible-gaming/gaming-tools/) mentions that no self-excluded account can be re-opened within 180 days of requesting it. I have bolded this part - the full quote reads:


There are a range Player Limitations you can choose from:
You can choose Freeze/Cooling-Off, which you can choose from the following time frames, 24 hours or 1 to 6 weeks. These restrictions will apply only to the account you place them on.
You can choose Self-Exclusion, which means that your account will never be active again unless you proactively request it, and you cannot make a request within 180 days of setting the self-exclusion. To increase this period, to up to 5 years (you can choose 1,2,3,4, or 5 years) you can contact Support after placing the Self-Exclusion. The Self Exclusion restriction will affect all known accounts you have on the same license.
During any Player Limitation period you will not be able to gamble or deposit, nor will you receive any marketing material (it can take up to 24 hours to remove you from all marketing databases).


On top of this statement, the process to self-exclude is very difficult to find and a user must take multiple very deliberate actions in order to put it into effect in the first place. I do not believe this can be done by mistake, as you have to confirm it multiple times. I have attached screenshots of the process to do this.


I believe PlayOjo should never have allowed me to remove my self-exclusion within less than 30 days of originally requesting it, and that they have violated their own promises and terms and conditions stated within the Responsible Gambling section of their own website.


I am seeking to recoup any losses generated after the self-exclusion was removed, which I believe to total $22,240.

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Public

Hello Tibbernator,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with PlayOJO Casino. Please allow me to ask you a few more question before we would move forward.

  • Could you please advise if your account is already verified and if yes, since when exactly?
  • Is there any evidence that you did request for self-exclusion in the past?
  • When was the last time you spoke to the casino and what was it about?


Looking forward to your answer.

Regards,

Nick

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