PlayOJO Casino DK - プレイヤーのアカウントは説明なしに閉鎖されました。

I would like to submit a complaint about the online casino PlayOJO, which is run by the operator Skill On Net.

I deposited 100 DKK and received the 50 free spins that the offer promised. I used the spins and ended up with a win of around 100 DKK. When I subsequently tried to withdraw the winnings, my account was permanently closed without explanation.

I haven't received any information about any rule violations, verification requirements, or issues with my account. Everything was working normally until I tried to make a withdrawal.

I have tried to contact their customer service several times:

– The live chat is closed manually as soon as I inquire about the account closure. This happened three times, each time I was transferred to a new employee.

– I have sent an email, but they are not responding.

My account is therefore closed, I have no access and I cannot get my winnings paid out. I request assistance in getting the operator to explain the account closure and pay out the money I have rightfully won.

Jeg ønsker at indsende en klage over onlinecasinoet PlayOJO, som drives af operatøren Skill On Net.

Jeg indbetalte 100 kr. og modtog de 50 free spins, som tilbuddet lovede. Jeg brugte spinsene og endte med en gevinst på omkring 100 kr. Da jeg efterfølgende forsøgte at udbetale gevinsten, blev min konto permanent lukket uden forklaring.

Jeg har ikke modtaget nogen information om regelbrud, verificeringskrav eller problemer med min konto. Alt fungerede normalt, indtil jeg forsøgte at lave en udbetaling.

Jeg har forsøgt at kontakte deres kundeservice flere gange:

– Livechatten bliver lukket manuelt, så snart jeg spørger ind til kontolukningen. Dette skete tre gange, hvor jeg hver gang blev videresat til en ny medarbejder.

– Jeg har sendt en mail, men de svarer ikke.

Min konto er derfor lukket, jeg har ingen adgang, og jeg kan ikke få min gevinst udbetalt. Jeg anmoder om hjælp til at få operatøren til at forklare kontolukningen og udbetale de penge, jeg retmæssigt har vundet.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Could you please confirm you used the payment method in your name when depositing?
• Could you please confirm this is your first and only account in this online casino?
• Could you please share a screenshot or a link to the bonus offer you accepted?
• Did you complete the wagering requirements of the bonus?
• Could you please share with me your attempts at communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Playojo has chosen to initiate a payout/refund AFTER I posted a review on trustpilot, not for a second before they bothered to reply to me. So the problem is half solved until the money actually shows up in my bank account. However, they still haven't answered why my account was closed.

For your questions:

1: I registered the same day I was banned

2: I used my own credit card with my name on it, so yes I confirm that

3: Yes, it was my first and only account on playojo

4:

5: There were no playthrough requirements

6:

I think I can mark this as problem solved after they start paying out.

Playojo har valgt at starte en udbetaling/refundering EFTER at jeg lagde et review op på trustpilot, ikke et sekund før gad de svare mig. Så problemet er halvt løst indtil pengene rent faktisk dukker op på min bankkonto. De har dog stadig ikke svaret på hvorfor min konto blev lukket.

Til dine spørgesmål:

1: Jeg oprettede mig samme dag som jeg blev udelukket

2: Jeg brugte mit eget credit kort med mit navn på, så ja jeg bekræfter det

3: Ja det var min første og eneste konto på playojo

4:

5: Der var ingen gennemspilskrav

6:

Jeg tænker at jeg kan markere det her som problem solved efter som de har startet udbetaling

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear CubanPelican,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas