PlayOJO Casino - Player’s withdrawal was declined and winnings confiscated.

I don't know what happened exactly they removed my winnings from my playojo account. and they declined the withdrawal. I haven't claimed any bonus this is 2nd withdrawal. I deposited 50826INR and I requested for withdrawal 101500. Please ask them why they deducted the winnings and refused to process the withdrawal.

Hello vamsidover,

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? Did you accumulate your winnings with real money or did you use a bonus? Why does the screenshot you provided shows that you did bet 0? - how could you win then? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I created account 10 month ago, my account was verified an month ago! I played with real money. They mentioning all bets likewise the same as I sent screenshot. Below I going to mention clearly an example of previous screenshots and last bet of withdrawal. Please help me I am hoping i can get my winnings. I haven't used any bonus then, which reasons they have to refuse?

I don't know how much they knew. I can't trust the chat department. If I lost that bet they will certainly settle as lost. I haven't claimed at least one bonus. I need the answer, not about money! I had the account in genting casino which is sister's to play OJO. I used to deposit in playojo because of my withdrawal limit in genting casino. The day even I haven't played in genting casino. if they want reckon my bet as used some bet pattern. They are accusing by me without reason. I need the genuine reason. If you found at least one bonus as I claimed, I am willing to pay $500. I need the right answer. Otherwise don't recommend to others please🙏 Everyone playing gambling hoping to win one day. but these sites cheating us... how we can endure this pain?

Hello vamsidover,

Would it be possible to forward the bonus history from the previous months as well as you did forward November only?

Because I started to depositing from november and I haven't claimed any bonus before. then why they applied bonus terms by my account? I need answer for that!

Hello vamsidover,

Please forward the requested information to nikolas.b@casino.guru.

I sent the screenshots of bonus history from february to december. Please check on your email, thanks. Please forward this case to Playojo. I sent an email to Playojo about this and later I asked them about closure my account. they replied to closure of my account. Not yet responded about winning money deduction. why?

Hello vamsidover,

Based on the provided evidence so far, it is not really clear why did the casino confiscate your balance if you did not have any active bonus. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Please forward to playojo I need their answers. If you want I can make a video you can see clearly. I haven't claimed any bonus so far....

Hello vamsidover,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite PlayOJO Casino to join the conversation.

Dear PlayOJO Casino,

Can you please provide more information on how should the player breach your bonus rules when the player has not claimed any bonus? Why were the player's winnings voided?

If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

Dear vamsidover,

I've managed to get in touch with a PlayOJO Casino representative. Although I have received partial information yet, but the PlayOJO Casino can't share some private or confidential information with us due to GDPR and their privacy policies, it was noted that the reason for voiding your winnings is because the casino team has noticed Fraud Bets/Opposite Betting.

The PlayOJO Casino representative response was:

The players winnings were removed due to Fraud Bets/Opposite Betting which is in breach of our T&Cs. If the player wants to lodge an official complaint they can go do so through the complaints system on the website.

It is related to this rule from the general T&Cs:

37. Prohibited Practices

If we have reasonable grounds to believe that You have participated in or have been connected with any form of Prohibited Practice (either detected by us or by our gaming partners and our other suppliers) of any fraud, cheating and collusion practices which are used in the gambling and gaming industry (including but not limited to "Wonging", "Opposite Betting", "Perfect Pair" Card Counting, Dragon Tiger "Suited Tie" Card Counting or any other Card Counting techniques)

I will wait for potential additional information from the casino, but If you feel you want to take your complaint further you can contact eCOGRA - an alternative dispute resolution service (https://ecogra.org/contact-us/), and submit a complaint to them via email or via their eCogra Dispute Form (https://ecogra.org/alternative-dispute-resolution/). You can also contact the Malta Gaming Authority (Lodge a Complaint - Malta Gaming Authority (mga.org.mt)) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players.

I want to say something! I haven't played 3 ways live casino. I played andar bahar and it has only two way main market. If I placed $1000 as well oppent placed $1000. how they reckon me as I did even in opposite too? Frist fall I need to know where I claimed their bonus? Please ask them. If they were not able to prove me as I claimed their useless bonus. Please don't suggest to others. They don't have any straight answers for which I was asked questions!! that's why always try to accusing by me as I claimed and breached their rules. Please close the case! I don't like to argue with them.

Dear vamsidover,

The reason for voiding your winnings is because the casino team has noticed Fraud Bets/Opposite Betting. It has nothing to do with any bonus. Maybe the livechat operator just mistakenly mentioned the bonus T&Cs.

Anyway, if you believe it is not worth it for you to engage in further discussion with the casino's team, I will not further pursue this case. Please confirm if you wish to close this complaint.

Better to close the case....I am exhausted!

Thank you for the confirmation, vamsidover.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help. 

Best Regards,

Michal

Casino Guru