PlayOJO is refusing to release my £375 deposit, citing vague Fair Play rules. This is against UKGC law, which states deposits must be withdrawable at any time. Customer support canceled my deposit withdrawal.
According to UKGC, players must be allowed to withdraw their own deposited funds at any time, regardless of whether a bonus or promotion is active.
Wagering requirements cannot apply to deposits, only to bonus funds or bonus winnings.
Operators are free to require players to meet wagering requirements for bonus winnings so long as they can withdraw winnings made with their own funds, no matter how much or how little they have played.
What not to do
players must not be made to meet wagering requirements before they can withdraw money from their deposit balance
Your clause that “deposits must be used” or “wagered appropriately” is vague, unenforceable, and not compliant with UKGC law.
Their customer service people clearly using template replies.
Good evening, Lucy.
My name is Frederico, and I'm part of the PlayOJO Customer Care Manager team.
Thank you for your email.
I'm not Lucy. (: really proffesional guys
Furthermore, reading people reviews who experienced same issue are advised to request withdrawal request for their deposit with their winnings from free spins removed.
That's what am asking for, but instead they are pushing me to gamble with their customer service answer
"You are, however of course free to withdraw after there has been gameplay and deposit risk from your side.
Also, if you're unsure what game to play next, check out our hot and cold feature. This is your guide for spotting the most and least profitable games from the last hour.
The burning flame icon means these are the games currently paying out the most—an extra hot flame hottest game as of now.
The snowflake icon means the game has had the lowest recent payouts. The frostier the flake, the colder the game is
If there are any other questions, do not hesitate to contact us again!"
UPDATE
I request a withdrawal of my deposited funds and will forfeit any winnings from free spins. I played free spins I received, and the resulting winnings were used to place bets from my real balance. This shows that my deposits were engaged in gameplay.
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