PlayOJO Casino Ontario - Player’s withdrawal has been delayed due to verification.

I had won $6,000 and shortly afterwards they wanted my account verified. I have lost everything but $83. They will not let me withdraw. I have sent in 4 months of bank statement my debit card image front and back and my driver's licence front and back. It has been way over 10 days and i have not been verified. They keeping asking for what I have already sent in.

Dear mulvi123, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise when exactly did you send the last one of your documents for verification?

Have any of your documents been verified?

Have you provided all the required documents as soon as possible and in the correct format? 

Which documents is the casino repeatedly asking you?

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, 

Veronika

I have reloaded something everyday. I have no idea what they have approved or not. They keep saying reload all 3 items that I have already sent for over 10 days. You can only upload one a day. I resent my driver's licence front and back to day

t

it says Identity document |

Approved on 17/7/2024

It is now saying ​Regarding your document verification, we are only missing an official bank statement proving deposits made to your casino using the card *3995. .

I have sent 4 month of bank statement pdf showing my bank account #,deposits and withdraws.

My bank doesn't show my debit card ending in 3995. It doesn't have debit card statements. I have written them many times telling them that. I have given them copy of this debit card #3995 front and bank

Under review

Other |

Uploaded on 22/7/2024

Could you confirm if I understand correctly that the number of your card was not visible on your monthly bank statement?

Furthermore, did the casino offer any suggestions when you informed them about the issue with the card number not being shown on the bank statement?

yes number on card is not showing on bank statement. This card is only a debit card but has Visa on it . So i think they think it is a credit card. I think I used it by clicking on Visa for deposit and I guess i should of clicked on interac. They finally let me withdraw my $83. but still will not let me play

They want me to do a safe gambling chat and have locked my account until that is done. But I clicked on chat and they said they would get back to me. I have asked to do this by email for their chat is confusing. No response by email yet. Would like to just say goodbye to this place after 2 weeks of junk but they have some good games. They are asking for something that doesn't exist. I used a debit card where says Visa. They think it is a credit card now. But they can see all my deposits and withdraws for 4 months

Maureen M.

Please forward me all the communication between you and the casino customer support that is relevant to the investigation of your case at veronika.l@casino.guru.

Moreover, have you contacted your bank to see if they could send you the bank statement showing your card number?

I have sent 4 months of bank statements. April,May,June,and a partial of July for the month had not ended. Yes I phoned my bank twice asking for documents on my debit card and they only show my bank account #. I think the problem is they think my debit card 3995 requested with the deposit of 7/7/2024 at 17:41:31GMT is a credit card. There is no deposit on this date . My bank put the deposit for $1,000 through on July 9,2024 instead. I think it may be my fault for using my debit card that has VISA on it the spot for credit cards. I thought it was considered a credit card if it had the word VISA was on it. I gave them a front and back copy of the 3995 card

maureen M

Thank you very much, mulvi123, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello mulvi123,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a PlayOJO Casino Ontario representative to join this conversation and participate in resolving this complaint.

Dear PlayOJO Casino Ontario,

Could you comment on this?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I think all is fixed now.

thanks

Dear mulvi123,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan, Casino.Guru