PlayOJO Casino - Player's withdrawal has been delayed.

I have been trying to be as patient as I can for Christmas they were supposed to give me my winnings was supposed to be Apple gift card was promised to me because I pass a certain level I never got it still I didn’t complain fine I deserve it it was mine because I pass a certain level but fine now $10,000 I Request withdraw 2 weeks ago. The casino had wire transferred it to my account but it’s not there and wire transfer do not take any more than five days I called my bank they tell me that. I have emails to prove that I was promised an apple gift card that was never sent and I have emails saying they wire transferred but I never received they can take money from me so quickly all my documents are there I just withdrew 6000 just before that the last time I heard from them about the withdrawal was the 13th I believe every time I ask him about this withdraw they just ignore it . I have spent over hundreds of thousands of dollars in this casino and for them to give me back my winnings is this difficult. I’m mean even I deposited from my much better account an lost 50$ that I never even got backs . I didn’t even complain. Well I did but only to them . I let that go but 10,000 $ sorry . My bank tells me wire transfer take longest 5 business days not 7 days or 10 days . This is frustrating if I don’t make a complaint I’ll loose it just like the 50$

Dear Co_be_em,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you were supposed to receive a gift card as part of the casino's reward system?

Regarding your pending withdrawal - have you made any successful withdrawals before? Could you please confirm that you have successfully passed the KYC verification?

Have you tried contacting the casino regarding this issue? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

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,

Kristina

These are regarding the reward for passing a level . This was me making sure I was understanding properly what was to happen. Clearly in these messages from 850 was promised 1000 apple gift card = worth of the iPhone 13 and I could use that along with my Christmas voucher and purchase the iPhone 13 plus on my own. This is what I get after3 weeks of waiting

As for another issue was my deposit of 50$I never got it but they said I got it . Now how amI supposed to deal with that issue they’ll usually add it to reward and you can clearly see you receive it. But when your in the middle of playing and by now haves made over hundreds thousands spins will you go back and through each and every spins . So I would just have to except my lose of 50$ . They also do this to make it hard and you just give up. . After they said it was credited it I didn’t even bother. Not only that . They also don’t pay your winning sometimes. If your anything like me you won’t notice. So iv most likely lost quite a bit of winning In the past. This is just one was clear incident that I didn’t receive my winnings .I had no credit left only free bonuses from my deposits. Lucky for this was when I started noticing a lot of my winning worst credited. Also my free spins weren’t free. They were taking money out of my account. I know sone games even after you claim you still had to go into menus bar and click again to play your free spins . This wasn’t the case though . I don’t always catch things right away so when I do it’s to late and more of a head ache to deal with so I don’t bother . Sometimes I’ll turn on screen record but that’s to much for my phone cause sometimes I’m play a long time. But sometimes I get a hunch or gut feeling to turn on screen record and I catch stuff . I just want to let people know I was one of their best members I have spent lost of my own money not inclouding wins over in the 6 digits ranges. But that’s the risk I’m willing to take . I just don’t appreciate how they handle some things. They call them selfs honest well what’s happens to me like none credited wins are anything but honest.

Thank you for your reply, Co_be_em. I would like to start by saying that we do not solve complaints regarding the casino's reward system. Casinos are free to design their reward systems as they wish, and unfortunately, as long as all rewards are intended to be a free gift, we cannot force casinos to hand them out.

Therefore, I would suggest that we focus on your pending withdrawals. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. 

I fully understand your frustration. However, I will set the timer for additional 4 days allowing to casino two full weeks to process the payment and if there’s no development within this time frame, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

I thought you guys would have the power get their thin

Well after this they gave me back my winning into my casino again . .so the questions is where was my money all that time if not wired into my account like said ? So casino keeps my money to stall and then puts back in so I’ll play it all .

Also you said gift right . It’s no a grift if you play to pass a level to win it . That’s still considers a winning.

a gift is a gift you don’t have to play for it . But if your play money is put in to play then it is a winning. Like spins fir a scooter or a Apple Watch That’s a winning so passing a level is not a gift it’s a winning.

let me ask a lawyer . Cause that what to me that’s the same concept . You need to pass a level to get winnings and you spins in competition for winning So it’s still a bet that’s not sone they decide if you get ir not I played fair a square I pass a level that is required so I should be able to get my winning .

Let me say that it was not a gift it was winning that are stair playing up to certain level. Now the Christmas voucher that was a gift . Anyway at the door if they day that’s them not be honest .

This month alone not including the winning just my own pocket money they have made from me 20,000 if you add winning to I’ve played it all back

Thank you very much Co_be_em for your updates. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Co_be_em,

I looked at your complaint and will do my best to help you. I would like to invite PlayOJO Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Comment from the Casino:

"Hi Co_be_em,

We’re deeply sorry for any misunderstanding that occured regarding your withdrawal and the gifts we have offered. We will do our best to clarify both issues.

The withdrawal was sent by us by wire transfer on the 12/02/2022, but the funds returned on the 22/02/2022, due to incorrect account number. Once received back, the funds were placed back to your casino real money account and we contacted you by phone to kindly ask you to place a new withdrawal request through a different payment method. For accounting and audit purposes, when a withdrawal is unsuccessful, the funds are returned to the real balance and a new withdrawal needs to be requested on the customer side. We would then process the payment as soon as possible – same way we have always processed all your withdrawal requests in the past.

 In regard to the 1,000 CAD Christmas gift voucher we offered, we’re received your confirmation on the 14th of December that the gift voucher was successfully received.

In the conversation you had with the account manager Debbie by e-mail and by phone in early January, she clarified the misunderstanding regarding the second voucher you were referring to. Here’s a summary of the events:

On 27th November she proposed a gift reward for your games play for the next 7 days – should you reach OJO level 182, we would send a $850 Get your Guide excursion. Through further discussion it was agreed that this gift was not suitable, and you preferred an Apple voucher to buy a new iPhone 13. She confirmed we will be able to switch the gifts for your convenience, however this gift was never ordered because the OJO Level 182 was not achieved during the promotional time (7-days). Debbie herself contacted you on 9/01/2022 to inform you of the above misunderstanding and apologize for wrongly informing you that the level was achieved, when in reality was not.

 A different similar offer was proposed to you in December where we offered you an Apple MacBook. This time the proposed OJO level was reached within timeframe and the gift was ordered and sent your way on the 27th of December.

I hope our response brings more clarity on the issues you reported and please don’t hesitate to reach out to us directly; your account manager is here to assist with anything you need.

Thanks 

the OJO Crew"

Dear Co_be_em,

ask for the withdrawal once again and let me know about your progress, please.

Yes I did receive the 10000 back into my account.

I did receive thousand dollar Christmas gift voucher . but the one for passing the level was set to me and was not even informed after time and time and time that I kept on asking about it until after January now that was for Christmas that was the time I had passed that level for Christmas if that was an issue of course then when said contacted me about it something we would’ve been done if they can order it right but that’s besides the point the point was it took so long for somebody to finally reach out to me to tell me there was a problem right and hiding all that time I was waiting for apple gift card to purchase. Honestly . Well hopefully I get my monthly 15%cash back tonight

I don’t like all the trouble . I don’t like conflict. Played at your casino for long time just sad that it has to end line this . I know That I’m telling my end as clear as I know. You tell some in many email thay got something and then reach out like a month later after I tried to contact many find that well their not going to get it after waiting. To be honest I don’t remember the level i past to get that . But I know i did or I wouldn’t have been contact by email and phone .

Dear Co_be_em,

can I consider the case as resolved? You didn't mention if you asked for the withdrawal.

Dear Co_be_em,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I don’t know what you want I have given the proof. I won’t be playing at ojo play anymore . I have asked them to deactivate my account. . As I said I don’t like conflict. I gave my side if that nit enough. Because now it’s miy words against there’s. After making wait so long then telling me it was wrong on their end . That’s something you tell your customers right away not a month or more later . When the whole time they were waiting . Thanks

The widthdrawl I got but not to my bank account like they kept telling me it was already wired . Making me contact the bank and do the run around . When they never sent it in the first place . They gave it back to me in my gamming account .

Not honest , honestly!!

I want to know if you are satisfied with the situation that Casino gave your winnings back to the account or if you want to continue and withdraw your money.

I’m not happy but I did get my money just not the voucher. But it ok. Iv decided not to play at ojo casino no more. I was a loyal player but now I’m playing elsewhere. I think you for your time. You can close this case . Thank you again .

Dear Co_be_em,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru