PlayOJO Casino Ontario - Player’s withdrawal is delayed due to document requests.

Hello,

OJO is asking for documents that don’t exist.

My original deposit card has been chopped up because it became valid so I can’t send a photo.

CIBC does not provide a transaction record with a date or card number but OJO has requested this impossible report.

I made a deposit on a new card connected to the same account and forwarded a photo of new card with new numbers.

I forwarded transaction record with no logo or card number bud did also forward a void cheque clearly connected to account of transaction record.

I have requested a wire transfer to void cheque account - clearly from valid bank (CIBC) who will trace and flag any suspicious activity.

I have contacted customer service numerous times but keep getting the same canned generic and unhelpful responses. I have all email strings archived.

I am now getting no response (feels like they want me to get frustrated and go away).

I have seen online that this problem occurs often because Canadian cards and banking system does not provide what they are asking for.

i believe they have all necessary information to process a withdrawal via various documents (attached)

Please let me know if you need anything else.

Thank you

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the difficulties you’re experiencing with the verification process. To better understand the situation, I would like to ask you a few follow-up questions.

• Could you please specify how many deposits were made using the card that is no longer available, and the date of the last deposit made with this card?
• Do you have any official document issued by your bank confirming that you were the owner of the card that is no longer available due to its expiration or replacement (for example, a bank confirmation letter or email)?
• Do you receive monthly bank statements from your bank in PDF format? If so, do these statements contain any personal information that could be relevant to the verification of your casino account?
• Has the casino offered any alternative methods of verification (such as a bank confirmation letter, bank transfer withdrawal, or acceptance of a replacement card) related to the original card?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Veronika,

I am truly grateful for your quick and thorough response. In a time where customer service is nearly extinct, you are very much appreciated.

In response to your questions:

I made two deposits of $50 both made on December 16. These are the only two.

There is no bank document that exists acknowledging holding or termination of this card with any card number details. This is not something that Canadian banks (in this case CIBC) provide. Documents are delineated by the account number that the cards are connected to - no matter what the card number is.

I do receive a monthly statement that includes all transactions my personal details and bank account information. Card numbers are not included. I did forward them (and you) a void cheque that includes said bank account details.

The casino has offered zero alternatives despite my efforts to try and come to a compromise. At all times I have been polite and business like. I have asked for escalation and alternate suggestions. I have documentation of all correspondence but have now been ignored for 4 straight requests for updates (spaced a day apart).

Not that this means much but if they are trying to stop me from laundering money I need to find a new job because $600 is not going to get me too far in that business.

I am willing to do what it takes as per the request of the casino as long as their request is not an impossible task on my end. So far, impossible tasks are all they have suggested.

I (and the community I an sure) really appreciate what you and your team do.

Thanks again,

Richard

Hello Veronika,

I thought that perhaps the following information that I sent to customer team at OJO may be useful.

Start

Any progress on my request for a wire transfer?

How about my request to have this escalated to the executive team?

How about my request for directions on how to make a formal complaint?

How about my request to work with me on a compromised solution because the documents you are asking me to provide do not exist!

How about my request to have my two documents that clearly show a transaction linked to a CIBC account used to withdraw my money?

How about my request to make a withdrawal to my new card from the SAME account of which I provided a photo?

End

After 5 follow ups for a response I have yet to hear back from them on any of this.

I have all of my correspondence (or lack of) archived.

It feels like they hope I give up, but this is my money fair and square.

Hello Dnaw4,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

All good!

Thanks

Dear Dnaw4

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Dnaw4,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from PlayOJO Casino Ontario to join this conversation. Their input should help us move the case forward more efficiently.

Dear PlayOJO Casino Ontario,

Could you please provide your comments regarding the situation?

Thank you for your cooperation and a timely response.

Best regards,

Samuel

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Dnaw4,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Samuel