The player from Germany provided all the required documents, but the casino is refusing to accept them. The player was able to come to a satisfactory agreement with the casino.
PlayOJO Casino - Player’s having difficulties withdrawing his winnings.
Amount: €800
PlayOJO Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
I only started at this casino a few days ago. I won a few euros in games and would now like to have a payout of around 800 euros. But the ojo team always wants documents. Have sent everything to them several times, but is not accepted . (Account statements, tax papers in wage slips, profit and incoming credit in my account.) I don't know what to do next. I'm angry. I've also written to support several times.
Automatic translation:
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3 years ago
Dear Eric,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. The 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 serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings.
Do I understand correctly that the casino didn’t accept any of your documents? Did the casino specify what exactly is wrong with them?
Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?
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,
Kristina
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3 years ago
Translation
We received this email from Eric:
"Hello first. Thank you very much for your great and fast support. I received the message from ojo Casino Support today that I am finally verified. I have just registered a payout of 400 euros. Has already worked. Write to you again when it is booked.you have been a great team.continue like this.thought all of mankind has no more logical experiences to experience.thank you. eric, feigl allias brachiall. "
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3 years ago
Amazing news, Eric! Please keep us updated and let us know if there is anything new, so we can continue resolving this case accordingly.
Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. Your cooperation in this matter is highly appreciated.
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3 years ago
Translation
Yes hello first and thank you very much for your support. We were able to reach an agreement with jojocho Casino. After exchanging e-mails several times, we were able to come to an agreement. I sent several documents through support. One of the documents was then accepted, and the payout is also already processed. Thanks to everyone involved for this positive final decision.
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3 years ago
Eric, thank you very much for your reply! I am glad to hear that you were able to come to an agreement with the casino. Do I understand correctly that we can now consider this case to be resolved? Do I have your permission to close this complaint?
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3 years ago
Translation
Yes, right. The case can be seen as closed. Thank you
Automatic translation:
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3 years ago
Thank you for the confirmation. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
