PlayOJO Casino - Player is struggling to withdraw his winnings due to unfinished KYC verification.

Dear Shawn,

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. None of the licensed and serious casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Could you please advise how many days ago you have requested your withdrawal and started the verification process? Could you please advise if you have accumulated your winnings from a free/No Deposit bonus? Thank you in advance for your reply.

Best regards,

Petronela

Dear Shawn,

Thank you very much for your reply. It’s quite usual for a withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. 

I will set the timer for additional 5 days and if there's no update by Monday, we will intervene. Thank you very much for your patience.

hi and thankyou for getting back to me but it has been two weeks i been waiting . every second day they would reverse them and i would put it back on for withdraw then days asking for bank info etc it is two weeks for sure .shawn cormier. boxerbuddy2020@outlook .com i didnt find out that what a swift code was since they would ask at the last few days ,so i checked with the bank and they filled me in but this all should of come up two weeks back ,so we see

Thank you very much, Shawn, for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Shawn,

please wait and let me know when you'll receive your winnings. I'll extend timer to 7 days which should be enough time for Casino to pay you. If you don't receive money within week we can investigate it further.

Dear Casino,

why did you pay only $172 to the player? Do you have any withdrawal fees?

hi thanks for still helping me ,its funny that ojo casino ays it pays you all your winnings but it does not 200 i won and withdrew came in at 173 dollares via wire transfer ,so all winnings are not yours ,dont you think they should say this. shawn

Dear Shawn,

casino representative contacted me and stated that they've sent you whole amount of $200. Please, contact your bank and ask them if they took some payment fee from this transaction.

morning yes i did contact my bank and they charge 15 dollars and the other 12 dollars is casino ojo bank but they say no charge on there withdraw site for wire transfer or any other type of with draw but i know from other casinos they have a fee ,i think ojo should say that up front instead of 100%winnings are yours which know we know is wrong ,and there wire transfer are slow .i been with jackpot city casino for years ,youkon gold casino and casino las vegas and the banks do not charge fo the way the give you your money ,so why dont ojo find a way instead of saying no fee on there withdraw site any way thank you for everything ,the best is to just not use them .shawn *******

just one thing iam quiet sure they new there bank and mine charge for wire transfer , i never heard of wire tranfer before other casino i use sends me e-transfer youkon gold casino and casino las vegas and jackpot city goes back in my debit account with in few days not 7 days or more , so if you can deposit by debit visa then why cant they put back on my winnings like other casinos ,and if not then why say no charge on there web site for with draw they must know there bank and mine charge for wire transfer .shawn

hi they just deposit 72.00 dollars which was 100.00 i with drew so much for 100% OF YOUR WINNINGS ANYWAY THEY SAY NO CHARGEB FOR WITHDRAW BUT THATS UNTRUE. SHAWN

Dear Shawn,

Casino doesn't have any withdrawal fees so these additional $12 could be exchange rate fees or something like this. You've got your winnings and we consider this case as solved.

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam