PlayOJO Casino - El jugador cree que el reintegro se ha retrasado.

I won a total of approximately $9200 CAD. I put in a withdrawl request of 3500. And after finishing 8hrs later I had another 5312.00 CAD. As of this morning I got an email stating its a glitch and they will not be paying out any winnings and offered me 100 free spins instead.

Dear Bubbamarco,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hi I believe i put it under the wrong topic. My win is being refused by playojo saying the game was glitching.

Dear Bubbamarco,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hey nick! Thanks for your attention on this. All I've gotten from playojo is 100 spins valued at $10. I played the game for 12+ straight hours and accumulated $9200. They claimed a glitch and refused to pay out. They game was treasure keeper. They are not responding to my request for more information on the theft if my winnings. I'm politely asking even though I'm mad as heck! Lol I appreciate any help you can offer.

Dear Bubbamarco,

Would it be possible to forward your full betting history along with the communication between you and the casino related to this case to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

No problem nick. But I'm in Mexico for another week and can't access playojo to get my betting history from that day cause they don't operate down here. Will respond with the emails in a day or 2 but betting history can't be sent till the 11th. Thanks for you attention on this

Dear Bubbamarco,

I will now prolong the timer until you will be able to forward the betting history.

Regards,

Nick

Fir some reason I can't download the history of my bets on the game. I have a friend showing up in a few hours to help me. I just got home from Mexico late last night. Sorry for the delay. There are 500 pages of bets so sending screenshot of it all would not be convenient for either of us. My friend said he has a way of doing it easily. Sorry again and I appreciate your help.

Dear Bubbamarco,

Thank you for the betting history provided.

I've noticed that there are multiple occasions where your balance suddenly increased from $100-$500 to $3000-$5000 - as it happen maybe over 10 times, can you please explain what happen there or what might have caused this change in the balance as based on the bet, there were no such high winnings.

Awaiting your response.

Regards,

Nick

Hi. Well I haven't had a chance to look at all my bets. But I only won 9200. No chance I won 3000 to 5000 10 times. I only recall 2 wins over 1500. But I wasn't watching the whole time I noticed I won 3500 after a bunch of hours so I cashed it out and many hours later I had just over 5200 so I went to cash that out also but I was waiting for the 3500 I cashed out to come thru. After waiting about 3 days the all of a sudden said I wasn't getting anything. Sorry for not having all the info I'm up in the arctic circle on an oil rig and limited service up here. I appreciate your attention on this. But I'm getting the idea that I shouldn't expect anything. Lesson learned to not trust online gambling. Thank you for giving me a voice to at least have someone look into it for me. You guys are great!!

Dear Bubbamarco,

As there are some inconsistencies in your betting history, we will try to contact the casino for further information. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you Bubbamarco for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask PlayOJO Casino for their help in resolving this complaint. We would like to know what is the issue with player's winnings and what can we do to help resolve this.

Thank you!

Dear Bubbamarco, I am in contact with the casino representative and they have asked me to post the following message:

I sincerely appreciate your patience and the time you have taken to express your concerns in detail. I understand how frustrating this situation must be, and I want to assure you that we have taken your complaint very seriously and have conducted a thorough review in line with our regulatory obligations.

Firstly, I want to emphasize that it was never our intention for this to happen, and I truly regret any inconvenience this has caused you. As a licensed and reputable casino, fairness and transparency are at the core of our operations. We adhere strictly to the regulations set forth by our licensing body to ensure that all gameplay is conducted fairly and securely.

As previously informed, and in accordance with Section 10.3 of our Terms & Conditions, we have taken the necessary actions regarding the voided winnings due to a confirmed game malfunction. This decision was made solely to maintain fair play & to uphold the integrity of our platform.

We acknowledge that this is not the outcome you were hoping for, however, we cannot process winnings that resulted from a game malfunction. Our decision is final, and we will not be providing further documentation or evidence beyond what has already been provided.

As you have now reached the end of our internal complaints procedure, you are welcome to proceed with the next steps outlined in Section 22.3 of our Terms & Conditions should you wish to escalate this further. We will fully cooperate with any inquiries from regulatory authorities.

We sincerely regret the frustration this situation has caused and appreciate your understanding that we must adhere to our licensing requirements and fair gaming standards.

Should you have any further questions, please feel free to reach out.

Best regards.

We are still discussing your case internally so I will keep you updated about any new developments. Thank you for your patience during this time!

I appreciate any help i get thanks.

Dear Bubbamarco, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Dear Bubbamarco, unfortunately, the casino is unable to provide us with any supporting evidence of the game malfunction. Due to that reason, I can only recommend contacting their licensing authority which is the Malta Gaming Authority. (https://www.mga.org.mt/player-hub/lodge-a-complaint/) The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or please provide me with evidence that you have contacted the authority if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Dear Bubbamarco,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.