Playojo— player complaints: 15 in English

Dear ADR Case Handler, I am submitting a formal complaint concerning my PlayOJO account, the way my account was handled in relation to Responsible Gambling, the repeated reopening of my account and PlayOJO’s failure to provide me with the information and documentation I have repeatedly requested. **My PlayOJO account** My PlayOJO account was created on **1 October 2018**. This is also shown in my account information. My account was, according to my understanding and records, **closed and subsequently reopened twice**. This is a central part of my complaint because I had a history of gambling addiction and harmful gambling behaviour. Despite this, after my account was reopened, I was able to continue gambling and make further deposits. During my time gambling with PlayOJO, I lost substantial amounts of money. My gambling behaviour included periods where I gambled away my salary within very short periods, sometimes within hours or days. I am therefore concerned about what PlayOJO knew about my gambling behaviour, what risk indicators were identified and what Responsible Gambling measures were taken before and after my account was reopened. **My account information** My account currently shows that I have been a member since **1 October 2018**. It also shows a latest login of **6 July 2026 at 21:47:13**. The account displays the following deposit limits: - SEK 100,000 per day - SEK 9,999,999 per week - SEK 99,999,999 per month I consider this information relevant to the overall assessment of how my account was managed and whether sufficient Responsible Gambling measures were in place. **My attempts to obtain my account records** I have repeatedly tried to resolve this directly with PlayOJO. PlayOJO initially told me that they could not locate an account registered under the email address I was using to contact them. They then requested identity verification, including a selfie with my identification document and clarification of my previous and new email addresses. I provided the identification and information they requested. I have also repeatedly explained exactly what information I require concerning my account. Despite providing the requested verification, **PlayOJO has not provided me with the substantive account information I requested and eventually stopped responding to me.** **Information I have requested** I have requested all information relating to my account from **1 October 2018 until today**, including: - Complete account history. - All deposits. - All withdrawals. - Bonuses and refunds. - Complete transaction history. - Total deposits. - Total withdrawals. - Total wagering/turnover. - Total net losses. - Complete betting and gaming history. - Login and session records. - Account activity records. - All Responsible Gambling communications. - All Responsible Gambling interventions. - All internal notes concerning my account. - All risk assessments. - All affordability checks. - All behavioural monitoring records. - All automated alerts and triggers generated by my gambling activity. - Internal emails, reports and communications concerning my account. - Documentation concerning the closure of my account. - Documentation concerning each reopening of my account. - The reasons why my account was reopened. - Records of who authorised the reopening decisions. - The information and risk assessments considered before each reopening. - Any documentation concerning PlayOJO’s compliance with its Responsible Gambling obligations towards me. - Any recordings or transcripts of communications concerning my account. - Confirmation of whether any relevant data has been deleted and, if so, what was deleted, when, why and on what legal basis. I have received none of this substantive information. I have therefore been unable to establish the exact amount of my total deposits, withdrawals, wagering and net losses. **PlayOJO’s Responsible Gambling response** When I contacted PlayOJO in July 2026, their support representative recommended that I self-exclude indefinitely and referred me to SpelPaus and gambling-support organisations. I find this relevant because it demonstrates that gambling harm and self-exclusion were considered relevant to my circumstances. However, this response did not answer my questions about my historical gambling behaviour, the previous closure and reopening of my account, risk assessments, Responsible Gambling interventions or what PlayOJO knew about my gambling problems at the relevant times. **My claim** I want to make my requested remedy clear. **I am seeking reimbursement of the deposits I made during the relevant periods after my account was reopened, given my gambling addiction, my previous account closures and the circumstances known to PlayOJO.** I am not merely requesting a goodwill payment. I am asking for the ADR to investigate whether PlayOJO should reimburse the deposits made during the periods in which I was allowed to continue gambling despite my previous gambling-related account closures and harmful gambling behaviour. The exact amount cannot currently be calculated because PlayOJO has not provided my complete transaction history. I therefore ask that PlayOJO provide: - The date of each account closure. - The date of each reopening. - The deposits made after each reopening. - The withdrawals made during those periods. - The net losses during each relevant period. - The Responsible Gambling information available to PlayOJO before each reopening. - All risk assessments and interventions carried out before allowing me to gamble again. Once this information is disclosed, the precise amount of my claim can be established. **What I am asking the ADR to investigate** I respectfully ask the ADR to investigate: 1. Why my account was closed and subsequently reopened twice. 2. What PlayOJO knew about my gambling addiction and harmful gambling behaviour. 3. What risk indicators were identified. 4. Whether my gambling activity was appropriately monitored. 5. Whether Responsible Gambling interventions were carried out. 6. Whether affordability checks or other financial-risk assessments were performed. 7. Why my account was allowed to be reopened. 8. Who authorised each reopening. 9. What information was considered before each reopening. 10. What deposits I made after each reopening. 11. Whether those deposits should be reimbursed. 12. Why PlayOJO has failed to provide the account records I repeatedly requested. 13. Why PlayOJO stopped responding after I provided the requested identity verification. I acknowledge that I was personally responsible for placing my bets. My complaint, however, concerns PlayOJO’s separate responsibility as the gambling operator to identify and respond appropriately to indicators of gambling harm. **Supporting evidence** I have retained the correspondence with PlayOJO, screenshots of my account and my previous data-access request. The supporting documentation contains a significant amount of confidential and personal information. **I can provide the complete documentation directly by email if this is the appropriate and secure method for the ADR to receive it.** Please therefore provide me with the appropriate email address or secure method for submitting the confidential supporting documents. I have attempted to resolve this matter directly with PlayOJO on several occasions, provided the identification they requested and repeatedly asked for the relevant records. I have not received the requested information or a substantive resolution. I am therefore asking the ADR to formally investigate this complaint and assist in obtaining the relevant records from PlayOJO so that my claim can be properly assessed. My preferred resolution is reimbursement of the relevant deposits made after the reopening of my account, or alternatively appropriate compensation based on the net losses during the relevant periods, depending on the findings of the investigation and the evidence disclosed by PlayOJO. I look forward to your confirmation that the complaint can be opened and to instructions regarding submission of my confidential supporting documentation. Kind regards, **▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇**

Hey so this isn't regarding sunrise slots it's regarding a different online gaming platform. *PlayOjo* <br> <br> I am writing to regarding an incident that occurred during a gameplay session on PlayOJO involving a specific slot game *Money Cart 3*.<br> <br> <br> During the bonus round feature, a technical interruption occurred that prematurely ended my game and resulted in an unfair payout. The specific details of the state of the game are as follows:<br> <br> <br> <ul> <li data-xf-list-type="ul"><b>Game State:</b> I had a persistent payer functioning dynamically on the reels (a persistent symbol valued at 565 bouncing off a persistent collector valued at 480).</li> <li data-xf-list-type="ul"><b>Feature Triggers:</b> A new coin symbol landed on the reels, which automatically reset my remaining spin counter to 3 spins.</li> <li data-xf-list-type="ul"><b>The Issue:</b> Immediately after this coin landed—and while I still had 3 guaranteed spins remaining under the game's standard programming—the software abruptly shut down.</li> <li data-xf-list-type="ul"><b>Payout Discrepancy:</b> The system forced a premature cash-out and credited my account with a flat payout of 2,400. However, given the active persistent multipliers and the spin reset, the math and programming of the game were mathematically on track to trigger the maximum payout (max win capped by the game).</li> </ul><br> By terminating the session while active spins were remaining, the platform denied me the standard completion of the feature as programmed, resulting in a significant financial shortfall.<br> <br> <br> I'd be so appreciate and thankful in whatever you can do regarding this matter. Whether it's requesting the server logs and digging into it examing the actual spin by spin function or even advice on a lawyer or tactics that may be helpful in dealing with this matter. I've already filed a complaint w. The ECOGRA and they are saying PlayOjo did abide by the fair gaming clause or w.e. it's called. I strongly dispute that statement it is 100% categorically incorrect and false. Thank you for whatever time you can put into this matter.

i am asked to submit identification documents which I have done so around 20 times I have tried live chat but you can’t speak to a real person iv also emailed customer support numerous times with no success you just can’t get a response from them

I put in a withdrawal on the 9th of December 2022 via PayPal, they state that it takes 11 hours to do withdrawals but the status on the withdrawal has not changed and uts been nearly 3 days now. Furthermore I have tried contacting them via email to get the same response which is it takes 11 hours and sometime abit more, I get a response once at the end of the day if I'm lucky most of the time I have to go through resolver to get a response from them. They are trying everything to ignore me and not give me my winnings, the winnings are not from any bonues they were won with my own money. I'm at the point now where I want to take legal action as they have no intention of paying it's frustrating, I think they are scammers to be honest.

In my last game I have put 100000 SEK Bet and I won. My balance should be 200000 SEK . But It doesnt show the balances as 2 lakh. Instead it shows 1 lakh. I am trying to contact them through mail and chat they dont reply

I got an ad from playojo and thought.. to hell with it. They are offering me 100 free spins plus 50 free spins I'll deposit the necessary 20 bucks and have a go. I deposited. My 21 dollars came thru no problem but I could not find free spins. I sent an instant message to the support to to which I recieved no reply at all. I went back onto the site today to check in and it now days the site not available in Canada. It was one of their big dellingpoimtsfir them that in Canada you could still play on their site. So now what happens to my bonuses, cash etc? It's stuck in purgatory I assume until they get licensed? So that's means what? Beat for my deposit, bonus spins till they are licensed which may be never? What am I To do here. They stated nothing a few days ago about potentially losing or not getting their license in Canada. False advertising or what? I'm so very confused as I'm sure alot of Canadians are. Help me and let me know what to do.

I requested a withdrawal of £310 over a week ago, sent all documentation off which has all been verified by playojo. But but withdrawal is still. Pending processing. My emails are now not being answered by playojo

Recently played here at this casino after me swedish block ”spelpaus” and lost 12kSek. Later one i saw that this group was one of them that i did close permamntly for problemgambling along time ago. I wrote to the casino and had this confirmed that i was closed for gambling but sins it was on mga licene and now swedish it give them right to not refund my deposits. i am a gambing adict and was doing fine for 2last years but this day i played. I dont think it should matter swedish or mga license the problem is there in both cases. I did not change anything no mail no number no nothing. Can u se what u can do for the Pogg? Thank u for readiing

I deposited via e transfer through gigadat. I quoted the reference number required in the info section of the emt. This was on the 17th. I've attempted to be in regular contact with staff at playojo and they keep telling me to wait for an email that has yet to arrive.

On 31st of oct 2019 i signed up to play ojo .it asked for full name on registration so i out full name including middle name .i then deposited throughout the day using my card .when i put name for the card it was my first and last name stated on my card . I depsoited a total of £314 .i then won some money and went to withdraw and it wouldnt allow me to withdraw .i questioned this with advisor from play ojo and they stated because my name on bank cad didnt state full name and didnt have middle name winnings are voided and i cant withdraw so i seeked advice from legal authorotys and they stated i submit complaint and case via play ojo .as deposits should of been declined i this was the case or returnex because of this situation .hen i submitted case on 31st oct i was told to allow 72hours for response via email.never got response so i went on live caht to where they stated its with relevant team and they will respond via email.then they mentioned gamstop and stated they need me to send my gamstop registration as they see im excluded and need to see if details match (if they seen i was registered via gamstop surely the details matched my name,date of birth,phone number and adress and postcide the same and legal authritys claim that because 3-4 things match out of 5 im within my rights also for despoits to be retunred as this would of flagged up when i registered. I got gamstop to send thiem information to which play ojo recieved 24hours later and i waited a further 48hours to be told they dont match and the final response is no refund and account blocked. I want justice as i feel this situation play ojo have seriously failed. My gamstop was an exclusion for 6months from 3rd march so when i signed up to play ojo i thought exclusion was up but it wasnt .but to me i depsoited £314 to which i was playing for nothing as they stated the name was different so i wmcouldnt win . I want this dealt with matter of urgency

Its been almost 2 weeks since my withdrawal. I have sent my bank statement as well proving i have not received the EUR500. Not sure what to do, spoken to customer service. They just dont reply to me anymore

Mo After logging in the next day to check for bonuses, I noticed my limit had already been increased and unfortunatly my urge took over to the point I had put my self in a negative position. I then in panic went on to increase the limit twice more while chasing my losses. After losing almost everything I decided to check if the increase process in place is within regulation. According to the commisions site all operators are required to comply with the following regulation. under section RTS12B it is required once the 24 hour period is over, the customer must take positive action to reconfirm that they wish to increase, only at this point should the increase be applied. I have asked ojo why at no point was I prompted to reconfirm the increase before they increased it, I have also spoken to the commision who confirmed all operators must receive reconfirmation before any increase is applied. OJO stated to me all increases are active after 24 hours have passed. I stated that if a prompt had been in place or I was required to reconfirm, this may have prevented the damage done. The casino is refusing to answer any question in relation to this regulation. Every time I ask if there process matches that of regulation RTS12B they side step the question or give me a responce such as. OJO takes responsible gambling seriously. I have sent 8 emails to them and every time the question is asked, they will not answer the question. I have asked do customers have to reconfirm before you increase their limit and again they won't give me an answer. No It is clear here that this particular tool in place does not meet the standards required and is leaving myself and other customer vulnerable. If from that first limit I set, proper processes where in place I may not have been in the position I was chasing my losses and lying to my self and others. These tools are there to protect and Playojo deposit limit process is not in line with regualations

I asked to reopen my account i was told to sign a waiver and make a phone call i made phone call i was told i needed to send the signed waiver within 24 hours of phone call or i would need to ring up again 36 hours later i sent an old waiver dated a year ago account reopened so they didnt follow there own rules sent to me by email and told on phone call to them so my account should never of been opened i have spoken to them and they say im in the wrong please help

I reported fraud to play ojo that my card was used fraudently on their site by what I suspect a minor under the age of 15, a agent called [EDIT] replied back sympatheising of the situation and agreed to get the account blocked and start an investigation. This was on 12/09/19, I requested for updates and there was no response. After 10 days I see further deposits going out my account to the same company Skill on met(parent company of play ojo). I was extremely angry about this as there were no subsequent email from the Email from [EDIT] however there was deposits still going out. I got in touch with skill on net directly notifying them of the situation, which prompted a response from play ojo after nearly 2 weeks to say there was no mis use? Even after I had directly notified them that I did not create any account. They took the payments and are now refusing to respond. I have email Proof of all correspondence should you require this information.

Hi, the casino/s in question are not listed here. Its a SkillOnNet casino- Playojo.com My story is as follow: I have requested to be permanently self-excluded by Drueckglueck.com last year on the 04.08.2017. They sent me the following email to confirm my permanent self-exclusion: Dear [EDIT], You have chosen to exclude yourself permanently from making any further deposits or real money bets. You may still log into your account, make withdrawals and view your account details. Please note that your self-exclusion will also apply on other sites sharing the same licence. For a list of the sites under the shared licence, click here  If you have funds in your account which are available for withdrawal, we will initiate a withdrawal. In the unlikely event that you do not hear from us within 3 working days, please contact our Customer Support team.  We have a full range of advice and support services available on our responsible gaming webpage here.  If you need any assistance during this time please do not hesitate to contact ourCustomer Support team.  Good luck in the Casino!  Best Regards  [EDIT]  Account Manager Their sister site Playojo.com have since let me open an account there and gamble without any problems even so I asked to be permanently self-excluded. I lost GBP 700 till I realised that both casinos are related. They now keep saying that permanent self-exclusion is 180 days and they are allowed to let me register and play... Surely this cant be true.... permanent means permanent?! I will be more than happy if you can help. best regards