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PlayOjo – Not Adhearing To Section 12b of the remote technical standards

Ruling

Resolved - The submitting player has become non-responsive to our requests for additional information. As such we assume they've managed to resolve their issue on their own.

Read our PlayOjo Casino Review.

Player's Complaint

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

Read the casino review

3 Responses

ThePOGG
Jul 10, 2019

Hi jonesy8787 - welcome to ThePOGG.com!

Before we can do anything you need to provide your full name.

Unfortunately you've also chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to this service. While we will try to contact the operator on your behalf, the chances of a successful mediation are low.

Thanks,

ThePOGG

ThePOGG
Jul 19, 2019

Hi jonesy8787,

I'm following-up on the above?

Thanks,

ThePOGG

ThePOGG
Jul 26, 2019

Hi jonesy8787,

If we haven't heard from you by Friday the 2nd of August I'll assume you no longer require our help with this issue and close this complaint.

Thanks,

ThePOGG

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Agreement

jonesy8787 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • PlayOjo
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Skill on Net Ltd

July 10, 2019