- Joined
- Aug 13, 2018
- Location
- No mans land
Anyone else find this brand to be awful with customer services and withdrawals or is It just me?
Druek/Ojo etc
- Thread starter Luckyscouser45
- Start date
- Joined
- Nov 24, 2017
- Location
- UK - England.
Only played on Ojo , but never usually had too much problem, although if anything customer services/live chat can be a bit slow or just not there. (the amount of times ive been in a chat queue and then after waiting 5 minutes been bumped off and told to email , ive forgot how many!) - although on the other hand when you do get to someone theyve always been helpful and usually got things done. Withdrawals again, a bit on the slower side, but overall been ok for me. 
- Joined
- Aug 13, 2018
- Location
- No mans land
I find customer services extremely slow and when do get through to someone they don’t have a jar of glue about anything promos etc and copy and paste robot style answers always give up. And withdrawals take for me up to 3 days to pend hardly deposit there any more
- Joined
- May 23, 2015
- Location
- Belfast
It’s all copy and paste with their CS, they are awful. I also don’t like that I could deposit and play once I opened an account on one of their sites the other day but couldn’t withdraw until I was verified, and verification took 3 days.
They are all definitely on my avoid list.
They are all definitely on my avoid list.
- Joined
- Aug 13, 2018
- Location
- No mans land
Yeah mate they are like robots and won’t go off script ever. To be fair they did verify me quickly in the beginning but had so many issues with the free roll spins not loading they offer no solutions and it’s like going round in circles with them .and three days sheesh that’s ridiculous although it doesn’t surprise me cos I waited 73 hours for a withdrawl to come out of pending so yeah I can imagine them taking the piss in other ways too
- Joined
- Jan 28, 2016
- Location
- uk
Any casino who refuses to close your account and insists you use a self exclusion should be blacklisted in my view. They do that to get around the right to be forgotten, as if you self exclude they aren't closing the account and still have the right to process your data.
Took me about 3 weeks from memory and multiple emails to get them to finally close it, or so they say.
Took me about 3 weeks from memory and multiple emails to get them to finally close it, or so they say.
- Joined
- May 23, 2015
- Location
- Belfast
I emailed one of their sites on Friday and requested that my account was permanently closed - I was tired of being messed around with the verification process at this particular site - and I got an email this morning asking if I was sure I wanted the account closed.
I replied that I did want the closure, but i only wanted it at that one site, lo and behold 15 minutes later I get an email to say my permanent self exclusion has started and it covers all sites on the licence.
Looks like I wont be playing at any of their sites again, but are the CS so clueless that they cant understand simple requests?
I replied that I did want the closure, but i only wanted it at that one site, lo and behold 15 minutes later I get an email to say my permanent self exclusion has started and it covers all sites on the licence.
Looks like I wont be playing at any of their sites again, but are the CS so clueless that they cant understand simple requests?
- Joined
- Aug 13, 2018
- Location
- No mans land
Shady practices heard too many people having issues when wanting a simple account closure from this group.
- Joined
- Apr 19, 2018
- Location
- Toronto, Canada
Sadly, in my opinion this group has really gone downhill the last few years. Used to play at a few of their casino's quite often - not anymore 
- Joined
- Jan 28, 2016
- Location
- uk
You want to argue about that. A lifetime self exclusion could affect you in years to come. Say you play regularly at Casumo, and Casumo buy PlayOjo, suddenly you have a lifetime SE from Casumo too. Or they change license to say White Hat Gaming, suddenly you are SE'd from about 30 casinos for life.
@Casinomeister is it right that an accredited casino refuse to close a customer account and instead apply an unwanted self exclusion?
- Joined
- May 23, 2015
- Location
- Belfast
I have spent most of the afternoon trying to get this sorted out as I tried to login to a different site under the licence and im blocked, their CS said it was because I had a SE at Lucky Louis. Went to CS at LL and he initially said it was a SE, then stated it was closure so I asked for escalation, was told by the supervisor its SE as that is their means of closing an account permanently.
I have now asked them to escalate to management, I am not happy that they applied the SE when it wasnt requested and then CS initially lied and said it wasnt SE.
And the reason I closed the account was being jerked about for verification, which took over 72 hours, when another site in the group verified my documents in under 5 minutes after i loaded them.
- Joined
- Jan 28, 2016
- Location
- uk
Just in case they lie to you and say the only way to close the account is to self exclude, the reps reponse (who has read this thread but not replied)
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Krystalcolinsunderland said:
They will refuse to close the accounts, and tell you you have to self exclude. Lets see about that
really ?
if any player wants to close their account they can , just contact Support and explain
yes of course they will ask you some questions about SE and stuff and they will try to keep you open, that's their job
but hey, if you are patient and answer their questions they will do it for you
In today's regulatory climate they need to make sure they get it right
still waiting from Feb this year for the rep to answer why, after being extremely clear I wanted my account closing, they suspended it.
I’ve been waiting nearly a month for a bank wire transfer from PlayOJO.
Deposited by interac but apparently cannot withdraw same way.
Provided customer support with banking info twice and in addition provided image of a personal cheque that has all the beneficiary info. Incoming wires keep getting rejected due to insufficient beneficiary information
Still no progress, and no one seems to be particularly concerned.
- Joined
- May 2, 2014
- Location
- Cyprus
I am really surprised by your post, i have exchanged 3 PMs with you and there have been countless communications with support trying to resolve the issues
As you already know your wire was sent for the second time to your bank on the 30th August with the correct beneficiary details this time.
In our experience, as we have already told you, Canadian banks can take some time dealing with incoming transactions from abroad. Its been 7 working days from when we resent the money and we check everyday to see if they have sent the funds back again for some reason. Actually, today we saw that the Bank processed the money so hopefully it wont take much longer to get to your account.
I understand the frustration you must be feeling by the delay and criticizing the casino in a forum may give you some kind of personal pleasure, but to say no one seems to be particular concerned is totally untrue and unfair
As you already know your wire was sent for the second time to your bank on the 30th August with the correct beneficiary details this time.
In our experience, as we have already told you, Canadian banks can take some time dealing with incoming transactions from abroad. Its been 7 working days from when we resent the money and we check everyday to see if they have sent the funds back again for some reason. Actually, today we saw that the Bank processed the money so hopefully it wont take much longer to get to your account.
I understand the frustration you must be feeling by the delay and criticizing the casino in a forum may give you some kind of personal pleasure, but to say no one seems to be particular concerned is totally untrue and unfair
- Joined
- Jan 28, 2016
- Location
- uk
Why are customer service still self excluding customers when they ask to close their account?
slotmaster
Paleo Meister (means really, really old)
- Joined
- Apr 2, 2011
- Location
- Ontario
Why is this casino not verifying me when the I'd is clearly showing all details that matches my other document that was approved?
Why is this casino telling people to keep gambling instead of withdrawing? Why is this casino charging like 20 bucks to do a said withdrawal?
Why is this casino telling people to keep gambling instead of withdrawing? Why is this casino charging like 20 bucks to do a said withdrawal?
- Joined
- Jul 16, 2018
- Location
- UK
Stay away from these lot like the plague. They withheld £26k from me. Their customer service is shocking and also they lied to ecogra saying I accepted 5 free spins as compensation. Like who would do that? They are a joke and plain right thieves.
- Joined
- May 2, 2014
- Location
- Cyprus
We do have a procedure for players to close their account and to our knowledge this procedure is being followed.
we are also actually in the process of automating it
we are also actually in the process of automating it
- Joined
- May 2, 2014
- Location
- Cyprus
Why didn't you contact me to discuss all your issues before posting ?
PM me your username now and i will check for you
PM me your username now and i will check for you
- Joined
- Jan 28, 2016
- Location
- uk
oh ok, is @cncas2123 a liar then?
I emailed one of their sites on Friday and requested that my account was permanently closed - I was tired of being messed around with the verification process at this particular site - and I got an email this morning asking if I was sure I wanted the account closed.
I replied that I did want the closure, but i only wanted it at that one site, lo and behold 15 minutes later I get an email to say my permanent self exclusion has started and it covers all sites on the licence.
I have spent most of the afternoon trying to get this sorted out as I tried to login to a different site under the licence and im blocked, their CS said it was because I had a SE at Lucky Louis. Went to CS at LL and he initially said it was a SE, then stated it was closure so I asked for escalation, was told by the supervisor its SE as that is their means of closing an account permanently.
I must be a liar too as you are fully aware I was told on numerous occasions the ONLY way to close an account is to SE.
- Joined
- Jan 28, 2016
- Location
- uk
Oh look. I still had my Playojo account open so decided to close it. My message was
Hiya, can I permanently close my account please. It is NOT for any responsible gaming issues, so do not want a self exclusion, just an account closure please.
Look at the response
Funny that, isn't it?
Hiya, can I permanently close my account please. It is NOT for any responsible gaming issues, so do not want a self exclusion, just an account closure please.
Look at the response
Funny that, isn't it?
- Joined
- Jan 20, 2004
- Location
- Pictland
I'd say it sounds like EGO is working on it, let's see what they put in place.
In general though the answer would be "no", forced SE is not an ideal solution.
slotmaster
Paleo Meister (means really, really old)
- Joined
- Apr 2, 2011
- Location
- Ontario
Cause this thread was here and it is general valid questions and concerns which people need to be aware of and that's what this forum is mostly about.
I am defo not one to complain for the sake of complaining. I counted my deposit gone when I deposited so the withdrawal thing is not a big deal but what I was told and how things are done that is wrong.
I will try 1 more time uploading the document even though I am not doing a withdrawal at the moment.
- Joined
- May 2, 2014
- Location
- Cyprus
well i was of the understanding you should contact the Rep first before posting complaints , its irrelevant what the thread is about
You made some specific claims in your post so please give me the opportunity now to check and verify them and come back with the facts
Please PM me your username
You made some specific claims in your post so please give me the opportunity now to check and verify them and come back with the facts
Please PM me your username
- Joined
- May 2, 2014
- Location
- Cyprus
Not sure when cncas2123 posted or tried to close his account and I would need his username to check , but we changed our procedures recently .
Now the support Agent will give all the Options open to the player and if they still want to close the account it will be done for them
We are in the process of automating this
- Joined
- May 2, 2014
- Location
- Cyprus
as i already posted , the Agent gives all the options now so maybe you left the chat early and didnt wait to see them all ?
please PM me your username and I will check the full chat
So as far as you are concerned it’s all the fault of Royal Bank of Canada who have been lying down on the job and it’s also my fault for being impatient and ungrateful.
You are entitled to your opinion.
However, perhaps the bigger issue is the fact that you, Krystal, the casino rep, used the forum, Sept 2 to tout PlayOJO as a casino of choice for Canadians because it allowed them to withdraw by means of interac E transfer.
My real experience with PlayOJO is somewhat different.
On Aug 14 I requested a withdrawal by Interac. After my documents had been verified I was notified on Aug 15 that not only was the money on its way but that it would be with me in ‘a flaaaash’.
Some time later when enquired with customer support, as to just what sort of timeline was indicated by a flaaash, they informed me, with regret, that they now needed my banking info. And so, not only was the money not on its way and the notification factually untrue but also it would now be your standard bank wire transfer.
On Aug 30 following 2 failed bank wire attempts I asked your ‘wonderful’(!) customer support if they could just transfer the funds to me by Interac. They completely ignored my request.
2 days later you are telling Canadians on this forum that the service that I cannot access is available to the rest of them.
Yes, today, Sept 11 I received $1393 of the the $1400 that PlayOJO said they were sending me. According to my arithmetic that is a bit longer than 7 days. And you are upset with me.
I consider this whole experience to be a lucky escape and am thankful that those morons at PlayOJO customer support are no longer a part of my life.
You are entitled to your opinion.
However, perhaps the bigger issue is the fact that you, Krystal, the casino rep, used the forum, Sept 2 to tout PlayOJO as a casino of choice for Canadians because it allowed them to withdraw by means of interac E transfer.
My real experience with PlayOJO is somewhat different.
On Aug 14 I requested a withdrawal by Interac. After my documents had been verified I was notified on Aug 15 that not only was the money on its way but that it would be with me in ‘a flaaaash’.
Some time later when enquired with customer support, as to just what sort of timeline was indicated by a flaaash, they informed me, with regret, that they now needed my banking info. And so, not only was the money not on its way and the notification factually untrue but also it would now be your standard bank wire transfer.
On Aug 30 following 2 failed bank wire attempts I asked your ‘wonderful’(!) customer support if they could just transfer the funds to me by Interac. They completely ignored my request.
2 days later you are telling Canadians on this forum that the service that I cannot access is available to the rest of them.
Yes, today, Sept 11 I received $1393 of the the $1400 that PlayOJO said they were sending me. According to my arithmetic that is a bit longer than 7 days. And you are upset with me.
I consider this whole experience to be a lucky escape and am thankful that those morons at PlayOJO customer support are no longer a part of my life.
- Joined
- Jan 28, 2016
- Location
- uk
I'm sorry, there were no options given to me until I argued the point and the agent went away for 10 minutes then came back with I needed to email to get it done. He didn't explain what that would entail, nor did he, until prompted, even give me the email address.
The agent clearly didn't have a clue what to do next, hence leaving me waiting so long while he checked. Regardless of that, I specifically said not SE and the first thing he said was SE.
To be fair, when I emailed I got fast responses and the account was closed (although obviously I can't check if it is self excluded), much easier than last time, but the fact remains, chat said SE and didn't give another option until I argued the point.
- Joined
- May 2, 2014
- Location
- Cyprus
pleased to hear you received your money
- Joined
- May 2, 2014
- Location
- Cyprus
Yes, most of it
slotmaster
Paleo Meister (means really, really old)
- Joined
- Apr 2, 2011
- Location
- Ontario
Quite frankly their is no need for the attitude either. Maybe you should find another job if you can't deal with complaints and criticism
- Joined
- Jan 20, 2004
- Location
- Pictland
Krystal is not wrong about that, the reps should be the first point of contact for any issues.
Going straight to the forums is tempting but tends to create a lot more fuss and bother than is necessary. If fuss and bother is necessary then that should happen AFTER the rep has been given ample opportunity to set things right.
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- Joined
- May 23, 2015
- Location
- Belfast
It was in August a few days before my post. After exchanging several emails and signing a confirmation that i was taking responsibility for any future losses they reopened my accounts a few days after my post, with the one account staying closed at the site i had the issue with.
When I first talked to CS they didnt have a clue about the difference between closure and exclusion so not surprised with @colinsunderland's post where they tell him to exclude.
- Joined
- Jan 20, 2004
- Location
- Pictland
Now would be a good time to chill out with the finger waving.
IMO Krystal is 100% right here: the issue should have gone to her in the first place and there are no obvious reasons why that wasn't done. Given that she wasn't given that option she's handled it perfectly reasonably here on the forums.
Sure I get that some people prefer to hash things out in public but that's not something that should be forced onto her. Our policy is "go to the rep first" and that is the procedure that should be followed.
And fwiw I can personally vouch for her qualities and experience on the CS side of things. She doesn't need to be lectured by you or anyone else.
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