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Hi 

I have a complaint to make on this site and I would like help in getting my funds returned back to me please. 

I have included the complaint below with all my valid points. 

Back in 2018 I asked this casino twice to shut my account - since then there has been no play on my account at all 

recently I emailed and asked when my account was closed - they replied and said that it was still open. 

As a problem gambler I saw this as a green light to start playing again and deposited around 4650 euro 

I would like help retrieving this money as 1. I had asked for account closure - and I have never requested for a re opening. I have proof that I requested account closure. 

Also I had previous accounts open with playojo partner site - one being mega casino which was also closed due to gambling issues - as per the casinos terms and conditions - I should never have been able to continue to play on this site as once I request account closure on one site this should go across the board and all sites should be closed - this is per their own terms and conditions - and again I can prove this with screen shots 

another thing is the site failed to protect me as a player - no verification was ever done on my account and no source of wealth was ever asked for - even though I deposited 4650 euro in the space of a week 

for these three things I feel they have breeched their terms and not done anything to protect me as a player. 

I tried to work with them but they are telling me they are unable to help 

I would really like your help and support here. 

please let me know if you would like any screenshots/email conversations - I can provide all of these 

thanks 

Barbara 

Dear Barbara,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

I have checked the Responsible Gambling section on the website, and this is what I found

https://www.playojo.com/en/responsible-gaming/:

„Cooling-Off, Temporary Suspension and Self-Exclusion

If you need to take a break from OJO, and don’t trust yourself to stay away, then use our Player Limitation options which can be found on the OJO Safeguard section of ‘My Account’.

There are a range Player Limitations you can choose from:

You can choose Cooling-Off, which you can choose from the following time frames, 24 hours, 48 hours or 7 days.

You can choose Temporary Suspension, which you can choose from the following time frames, 30 days, 60 days or 90 days.

You can choose Self-Exclusion, which gives you a period of 180 days, which you can increase by contacting the OJO crew after placing the self-exclusion.

During any Self-Exclusion 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).

Please note that any Self-Exclusion set will also apply to any other account you have on our license.

To Self-Exclude login here now."

Is this Support@playojo.com the email address that you have sent your email to?

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

Best regards,

Petronela

Hi, email has been sent 🙂

Hi I’ve sent the emails that I received from the casino about my closure which they confirm happened

They also state in their terms that I need to contact them after the self exclusion period to re open the account which I didn’t do

the reason I added the other emails is because again as per their own terms and conditions it stayes if I’m self excluded on inne site I should be self excluded in all of them as as you can I was self excluded in two of their partner sites - mega casino and ice 36 so I never should have been able to start playing again in 2021 anyway as the account so have been banned across all partner sites !

thanks

Thank you very much, Barbara, for the forwarded communication. I understood that you have requested an account closure (not a self-exclusion) due to not feeling rewarded. Is that correct?

Please, let me explain to you what the difference is between closing the account and self-exclusion:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, that's the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who’s are addicted/with gambling problem).

In the case of self-exclusion, if the casino failed in this, the player may ask for a refund.

Hi, thank you very much 🙂 I look forward to talking to jozef

thank you

Hello babshb.

Thank you very much for sharing your experience with the casino.guru team. We will now try to reach the casino team.

Thank you

Hello babsbh.

The casino team has informed us that you have never informed them about the gambling problem. Please, could you confirm their statement?

Hello Barbara.

I am very sorry about the outcome of your complaints. Unfortunately, since you have not informed the casino team about your addiction, we believe you are not entitled to a refund.

If you mentioned a gambling problem, the casino would be obligated to block your account and never let you in. However, when there are other reasons, the account can be reopened, and it always depends on the brand and reason of self-exclusion or account closure.

For the future, I highly recommend you refrain from gambling and maybe check our article about responsible gambling with helpful tips.

Another option is to file a complaint with the licensing authority of the casino. I can help you with it.

I am now closing your case as 'rejected'.

Best regards, Jozef

jozef.k@casino.guru