PlayOJO Casino - プレイヤーの自己排除が理由なく削除されました。

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.

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

Hello, thank you for the quick response. Please find the answers to your questions below:

• Yes my account is already verified and has been since November 21, 2025
• I did try to self-exclude previously however I could not find the correct option at the time and selected an option that was only a "Freeze" for 1-day, so I was allowed to play again 24 hours later. I do not have evidence of this on my side but I assume PlayOjo will have a note on their system.
• The last time I spoke with them was regarding this matter - I emailed them at the time I submitted this complaint. As expected, they did not agree to the refund request and maintain they followed the correct guidelines. However even in their response they still stated that a self-exclusion should "start from" 180 days, which contradicts their argument. I have included screenshots of the response I received.

Dear Tibbernator,

Unfortunately, the player has to make effort to in order to prevent his gambling addiction. In case there is any issue with the casino's exclusion tool, the player has to contact them by e-mail assistance. As the casino had no knowledge of your addiction, they have reopened your account according to their guideline. I would always recommend to primary contact the casino's e-mail support, rather than using a self-exclusion tool or contacting the live chat.

Is there anything else we could assist you with?

Regards,

Nick

Dear Tibbernator,

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.

Hello Nick,

My interpretation of your previous response was that Casino Guru is choosing to side with the casino on this matter, but I do not feel I have received reasonable explanation as to why.

I stand by my original complaint. Their web page about responsible gaming that is available through their Canadian website directed me to an article that said a self-exclusion has a minimum period of at least 180 days. Furthermore, in the casino's latest response they acknowledged in point #5 that their own policies under MGA guidelines state that a self-exclusion (which is what I requested) begin from a minimum of 180 days:

"Self-exclusion Period - This can start from 180 days and extend indefinitely if needed by contacting support (If you click on (+) you have the option to place this across all accounts under our license)."

If you look at their email, they show a clear scale of options with regard to limiting gameplay. This starts at a "freeze" which can be as short as 1 day. They also have a "Temporary close account" option, a "Cooling-off" option, a "Temporary suspension" option, and finally a "Self exclusion" option. Each option increases the minimum duration that an account must be closed for. A "Temporary suspension" has a minimum duration of at least 30 days meaning it is reasonable to assume that a "Self exclusion", which is the most extreme option, would have a minimum duration of longer than at least 30 days (I was allowed to re-open my account within 25 days).

I went through this same process of trying to remove my self exclusion with multiple other casinos and Play Ojo was the only one who allowed me to simply reverse the decision with no further questions or explanations. Every single other casino directed by query to a specific team, who sent me long and detailed questionnaire's to complete before they would even consider allowing me to reverse the self exclusion.

I firmly believe PlayOjo violated it's own responsible gaming policy, as well as the rules regarding self exclusions. They have acted in a predatory and immoral manner, and I will continue to escalate this issue as much as I can.

I would also be grateful if you could recommend any other channels to pursue this complaint (IE. regulatory bodies or authorities that the Casino must report to).

Thank you

Dear Tibbernator,

As explained earlier, self-exclusion also requires action from the player. If you noticed that their self-exclusion tool was not functioning, you should have sent them an email requesting self-exclusion.

The safest way to ensure your account is self-excluded is by directly emailing the casino’s support team and explicitly mentioning gambling-related concerns or addiction.

Given the circumstances, I strongly recommend reaching out to the casino’s licensing authorities to further address this matter. Unfortunately, we are unable to assist further, as there is no clear evidence that a self-exclusion request was submitted via direct communication with the casino.

Best regards,

Nick