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Hi Caanaaz92 - welcome back to CasinoReviews.com!

Please read our Complaint Guidance and Complaint FAQs to ensure that you fully understand how our complaint management process functions.

Unfortunately we won't be able to assist you with this case, as both an operator DSAR, and reponsible gambling cases are beyond our functions as an ADR.

Given that PlayOJO has a Spelinspektionen license in Sweden, we would recommend you speak to a representative or the regulator themselves in regards to the responsible gambling issues.

In regards to the DSAR, they might refer you to a local represantative who deals with EU legislation and GDPR so they can help you further the case.

Sorry we couldn't be of further help.

CasinoReviews.com Complaints Team

This was before spelinspektionen

Med vänliga hälsningar, Sanela

Hi Caanaaz92,

Thank you for your response, and we appreciate that.

Apart from the case being outside oour jurisdiction, we would like to also refer you to our Terms of Use, clause 5.11.7, detailed below:


> 5.11.7 Where a complaint is about an issue that occurred more than 12 months before the submission of the complaint.


Since the issue is originally from October 2018, it is also out of our timescales.

Sorry we cannot assist you further.

Thanks,
CasinoReviews.com Complaints Team

This issue falls significantly outside of that time frame and as such we will be unable to onboard it.

Dear ADR Case Handler,

I am submitting a formal complaint concerning my PlayOJO account, the way my account was handled in relation to Responsible Gambling, the repeated reopening of my account and PlayOJO’s failure to provide me with the information and documentation I have repeatedly requested.

**My PlayOJO account**

My PlayOJO account was created on **1 October 2018**. This is also shown in my account information.

My account was, according to my understanding and records, **closed and subsequently reopened twice**.

This is a central part of my complaint because I had a history of gambling addiction and harmful gambling behaviour. Despite this, after my account was reopened, I was able to continue gambling and make further deposits.

During my time gambling with PlayOJO, I lost substantial amounts of money. My gambling behaviour included periods where I gambled away my salary within very short periods, sometimes within hours or days.

I am therefore concerned about what PlayOJO knew about my gambling behaviour, what risk indicators were identified and what Responsible Gambling measures were taken before and after my account was reopened.

**My account information**

My account currently shows that I have been a member since **1 October 2018**.

It also shows a latest login of **6 July 2026 at 21:47:13**.

The account displays the following deposit limits:
- SEK 100,000 per day
- SEK 9,999,999 per week
- SEK 99,999,999 per month

I consider this information relevant to the overall assessment of how my account was managed and whether sufficient Responsible Gambling measures were in place.

**My attempts to obtain my account records**

I have repeatedly tried to resolve this directly with PlayOJO.

PlayOJO initially told me that they could not locate an account registered under the email address I was using to contact them.

They then requested identity verification, including a selfie with my identification document and clarification of my previous and new email addresses.

I provided the identification and information they requested.

I have also repeatedly explained exactly what information I require concerning my account.

Despite providing the requested verification, **PlayOJO has not provided me with the substantive account information I requested and eventually stopped responding to me.**

**Information I have requested**

I have requested all information relating to my account from **1 October 2018 until today**, including:
- Complete account history.
- All deposits.
- All withdrawals.
- Bonuses and refunds.
- Complete transaction history.
- Total deposits.
- Total withdrawals.
- Total wagering/turnover.
- Total net losses.
- Complete betting and gaming history.
- Login and session records.
- Account activity records.
- All Responsible Gambling communications.
- All Responsible Gambling interventions.
- All internal notes concerning my account.
- All risk assessments.
- All affordability checks.
- All behavioural monitoring records.
- All automated alerts and triggers generated by my gambling activity.
- Internal emails, reports and communications concerning my account.
- Documentation concerning the closure of my account.
- Documentation concerning each reopening of my account.
- The reasons why my account was reopened.
- Records of who authorised the reopening decisions.
- The information and risk assessments considered before each reopening.
- Any documentation concerning PlayOJO’s compliance with its Responsible Gambling obligations towards me.
- Any recordings or transcripts of communications concerning my account.
- Confirmation of whether any relevant data has been deleted and, if so, what was deleted, when, why and on what legal basis.

I have received none of this substantive information.

I have therefore been unable to establish the exact amount of my total deposits, withdrawals, wagering and net losses.

**PlayOJO’s Responsible Gambling response**

When I contacted PlayOJO in July 2026, their support representative recommended that I self-exclude indefinitely and referred me to SpelPaus and gambling-support organisations.

I find this relevant because it demonstrates that gambling harm and self-exclusion were considered relevant to my circumstances.

However, this response did not answer my questions about my historical gambling behaviour, the previous closure and reopening of my account, risk assessments, Responsible Gambling interventions or what PlayOJO knew about my gambling problems at the relevant times.

**My claim**

I want to make my requested remedy clear.

**I am seeking reimbursement of the deposits I made during the relevant periods after my account was reopened, given my gambling addiction, my previous account closures and the circumstances known to PlayOJO.**

I am not merely requesting a goodwill payment.

I am asking for the ADR to investigate whether PlayOJO should reimburse the deposits made during the periods in which I was allowed to continue gambling despite my previous gambling-related account closures and harmful gambling behaviour.

The exact amount cannot currently be calculated because PlayOJO has not provided my complete transaction history.

I therefore ask that PlayOJO provide:
- The date of each account closure.
- The date of each reopening.
- The deposits made after each reopening.
- The withdrawals made during those periods.
- The net losses during each relevant period.
- The Responsible Gambling information available to PlayOJO before each reopening.
- All risk assessments and interventions carried out before allowing me to gamble again.

Once this information is disclosed, the precise amount of my claim can be established.

**What I am asking the ADR to investigate**

I respectfully ask the ADR to investigate:
1. Why my account was closed and subsequently reopened twice.
2. What PlayOJO knew about my gambling addiction and harmful gambling behaviour.
3. What risk indicators were identified.
4. Whether my gambling activity was appropriately monitored.
5. Whether Responsible Gambling interventions were carried out.
6. Whether affordability checks or other financial-risk assessments were performed.
7. Why my account was allowed to be reopened.
8. Who authorised each reopening.
9. What information was considered before each reopening.
10. What deposits I made after each reopening.
11. Whether those deposits should be reimbursed.
12. Why PlayOJO has failed to provide the account records I repeatedly requested.
13. Why PlayOJO stopped responding after I provided the requested identity verification.

I acknowledge that I was personally responsible for placing my bets. My complaint, however, concerns PlayOJO’s separate responsibility as the gambling operator to identify and respond appropriately to indicators of gambling harm.

**Supporting evidence**

I have retained the correspondence with PlayOJO, screenshots of my account and my previous data-access request.

The supporting documentation contains a significant amount of confidential and personal information.

**I can provide the complete documentation directly by email if this is the appropriate and secure method for the ADR to receive it.**

Please therefore provide me with the appropriate email address or secure method for submitting the confidential supporting documents.

I have attempted to resolve this matter directly with PlayOJO on several occasions, provided the identification they requested and repeatedly asked for the relevant records. I have not received the requested information or a substantive resolution.

I am therefore asking the ADR to formally investigate this complaint and assist in obtaining the relevant records from PlayOJO so that my claim can be properly assessed.

My preferred resolution is reimbursement of the relevant deposits made after the reopening of my account, or alternatively appropriate compensation based on the net losses during the relevant periods, depending on the findings of the investigation and the evidence disclosed by PlayOJO.

I look forward to your confirmation that the complaint can be opened and to instructions regarding submission of my confidential supporting documentation.

Kind regards,

**▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇**

Play OJO Casino - Responsible Gambling Failures – Repeated Account Reopening and Claim for Refund of Deposits

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