The player from Sweden was unable to log into PlayOJO, facing a black screen or a loading symbol, which prevented him from accessing his account. He had also requested a withdrawal but did not receive the funds after two hours. The Complaints Team attempted to assist by requesting additional information to investigate the issues but was unable to proceed due to a lack of response from the player. Consequently, the complaint was closed, but the player retained the option to reopen it in the future.
PlayOJO Casino SE - Player's withdrawal is delayed due to account access issues.
Amount: 146 kr
PlayOJO Casino SE
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
Public
1 month ago
Translation
Playojo won't let me log in. I can't log in to the website or app, as the screen either goes black or a symbol spins around and around. I can't withdraw my money either. Requested withdrawal around 5pm, possibly earlier. And it's been 2 hours now and I still haven't received the money.
Automatic translation:
Public
Head of Complaint Resolution Center
Public
1 month ago
Dear jakobb1,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
To better assist you with the issues you are facing, could you please provide us with some additional information? Here are a few questions that may help clarify the situation:
- What device are you using to access the PlayOJO website or app (e.g., smartphone, tablet, PC)?
- What web browser or app version are you using?
- Have you tried clearing your cache or reinstalling the app to see if that resolves the issue?
- Have you received any error messages when trying to log in or while processing your withdrawal?
- Have you checked your email for any communication from the casino regarding your account or withdrawal?
You can forward any supporting evidence and relevant communication to [email protected].
Your cooperation in providing these details will help us investigate and work towards a resolution.
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
Public
Head of Complaint Resolution Center
Public
1 month ago
Dear jakobb1,
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.
Public
Head of Complaint Resolution Center
Public
1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Petronela
www.kpvfaw.com
