PlayOJO Casino - Player’s struggling to complete the account verification.

I have a problem with this casino

I have deposited few times and after I won and then i was try to withdraw my winnings.

I was needed to verify my account and I have send everything they needed,but there is still one thing left in upload documents section.

Its my old expired debit card,I have removed that card and put my new debit card.

I tryed to contact their support service but nobody replied after 4 days ,I have send emails and send texts on their "live chat" but no response whatsoever.

I cant complete my verification because they need to remove my old card!

I have send everything else included my new card copy.

I cant cashout my winnings because of this.

Can you help me with this?

Dear Antonio,

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.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Has the casino approved the rest of your documents, or is the whole verification stuck because you couldn't upload the new debit card?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hi

Thanks for your fast reply

Yes I think my verification process is stucked because i didnt recieve any email from them or any sort of reply.

So I dont know if everything else is verified or not.

It's very unusual for casino to delaying and its very annoying because i cant reach them!

When you deposit your money its so easy but when you try to cash out its so difficult and slow!

Thank you very much Antonio for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@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 soon.

Hello, Antonio,

I am sorry to hear about your unpleasant situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite PlayOJO Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear PlayOJO Casino Team,

Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify their account?

Thank you in advance for providing the information.

Dear Antonio,

I have received the following information from the casino's representative:

• the casino customer support has tried to call you several times (without any success)
• your open chat was replied and you were advised about an alternative document that the casino needs to verify as you are no longer in possession of the missing card
• you were also advised to request a callback on the chat to speed up the verification process

Have you already been in contact with casino customer support? Could you please contact the casino according to the above recommendation and let me know of any progress?

We are looking forward to hearing from you soon.

Yes they have called but only once...

I called back but nobody answered.

They told me in chat to send one document and after I send it ,they replied two days after! that they dont actually need that document?!?

I have explained that my old card is expired and they have requested bank statement of that card.

So i send a bank statement,and now i need to wait again!

This is taking to looong...

Thank you for the update, Antonio. Let's stay positive and patient and provide the casino with some time.

Please let us know when you have any news regarding the newly sent document(s).

Dear Antonio,

Was your problem resolved? Is there any progress? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

We are looking forward to hearing from you.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru