The player from Ireland had verified her account once and was asked to undergo the process again, which had caused a delay in her withdrawal. The Complaints Team had explained the importance of the KYC process and the standard procedure of re-verifying identity annually. The player later indicated that her account had been fully verified. However, without a direct confirmation from the player about the resolution of the issue, we had been forced to reject the complaint. After reopening the complaint due to the player's request, the player confirmed that the issue had been resolved and the complaint had been closed as 'resolved'.
PlayOJO Casino - Player experiences repeat verification request.
Amount: €320
PlayOJO Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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11 months ago
Hi it’s about my account it’s fully verified but there asking 2 verify it again which I did
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11 months ago
Dear saoirse8,
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.
- Kindly note that if you provided your personal documents a year ago, it is standard procedure for the casino to request their submission again to double-check your identity.
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,
Petronela
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11 months ago
Dear saoirse8,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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11 months ago
Hi I got email to say it’s now fully verified customer service is awful in play ojo
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11 months ago
Thank you, saoirse8, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you.
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10 months ago
Dear saoirse8,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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10 months ago
Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.
The player can reopen this complaint anytime.
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10 months ago
We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.
Player's comments:
My problem is with there withdrawal
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10 months ago
Thank you, saoirse8, for getting back to us. Do I understand correctly that your account has been fully verified now but you still haven't received your withdrawal?
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10 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, saoirse8, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
