PlayOJO Casino - El jugador aún no ha recibido las ganancias.

I have been utilizing PlayOJO since November. Despite having a fully verified account and successfully receiving withdrawals until December 28th, my recent withdrawal request has been pending. After submitting the required documents, they assured me of a verification process within 12-48 hours, but unfortunately, I have not received any updates since then. Despite my attempts to communicate through email, there has been no response or acknowledgment regarding the documents I submitted. It is disheartening to experience frustration with a reputable casino that has left my document verification pending for approximately nine days now.

Dear Valentine4all,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I'm experiencing difficulties initiating a withdrawal despite promptly submitting the requested documents. Despite assurances of a 12 to 48-hour processing time, I've been patiently waiting for several days without any progress.

Dear Valentine4all,

Have you received your withdrawal from the casino yet?

No I have not.

I can't even place withdrawal at all.

Thank you for your reply, Valentine4all. Could you please advise which payment method to withdraw your winnings have you opted for? Was it the same one you used before? If possible, please post a screenshot of your withdrawal history here in this thread.

Furthermore, have you accumulated your winnings with or without an active bonus?

I used Astropay for deposit and my withdrawal is Astropay. I don't have problem with Withdrawal method.

My problem is that they failed to approve the verification documents I uploaded since 2 weeks now. They wanted a proof of Astropay ownership and funding evidence. Without the approval of the documents, I cannot be able to place withdrawal.

Could you please clarify if the casino rejected your documents, or if the issue is that the process is taking too long? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have forwarded the conversation to you as requested.

They rejected the initial documents. I uploaded again with description telling them the content of the documents.

Thank you very much, Valentine4all, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thanks a lot I really appreciate

Hi Valentine4all,

I've just reviewed your case and am sorry to hear about your struggles with the verification of your account. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear PlayOJO Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if you have received all the required documents from the player and why they were rejected?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Seriously I don't understand this casino. Imagine they just rejected the uploads I made to thier website since December. They requested for these documents below;

The latest tax form preferably in PDF file

- BS For last 3 months showing salary received along with opening and closing balances in PDF files

- Explanation for 3rd party transfers seen on the received Kuda bank statement

- Proof of astropay account ownership.

I have uploaded all these to their email and no acknowledgement. And again I told them earlier that am not a salary earner, rather a sole proprietor and I provided my business certificate and my bank statement of last 3 months from the date they requested it initially.

I also explained to them about the bank statement that it's bank I used to receive money from customers (I don't even understand what they mean by third party) I have never used third party to deposit. I do receive withdrawal from the method I used to deposit.

I provided them screenshots of my Astropay showing deposits and my name visible on the screenshots.

What again do they want?

Am so much Angry about this casino. They should better resolve this and give me back my winning.

Dear Valentine4all, thank you for the updates. Could you please resend the very same documents you sent to the casino to my email address (natalia.b@casino.guru) as well? I'd be glad to take a look at your documents so that we can have a clue about what causes the issue and think about how to proceed to solve it.

I have sent as requested

Thank you, Valentine4all, I have received your email, it will take some time to review your documents but I'll try to reply to you as soon as possible.

Thank you very much

@Natalia please check your mail I sent you my Astropay account statement sent to me by my Astropay account manager. I also sent some receipts I issued my customers that purchased goods from me.

Dear Valentine4all, as I mentioned in my email, you will now need to contact casino support directly and respond to their questions. Please, attach the new documents that can prove the source of your income or explain certain transactions in your bank statement.

Let me know if you will receive any further updates from the casino afterward.

I have sent it to them. And I have never for once got acknowledgment from them that my documents was received successfully. Please help me reach out to them please

I have told you that most the transactions there was from my customers that purchased goods from me. I showed some receipts.

Dear Valentine4all, could you please specify when exactly did you send the email to the casino? The casino representative will need this information to track your email.

I sent the receipts yesterday and send astropay statement few hours ago

I just received mail for another rejection 😭😭😭am frustrated right now. What a hell do they want from me????? I have provided enough prof of funds. (My bank statement,my business certificate, some receipts I issued my customers, sports winning) have I not provided enough evidence?

What pains me most is that one person will send me mail to provide those documents, I'll provide them no reply, another day another person will send mail requesting for the same documents. I have sent it to about 3 different people. What a hell is all these? Why is this Casino frustrating my life?

Dear Valentine4all, could you please share the reply you received from the casino?

Unfortunately, if you cannot prove the source of your funds, we won't be able to help you since this is your responsibility to be able to provide valid documentation that confirms the official income and casinos demand such papers following KYC policy which is the standard procedure in the majority of online casinos.

I have provided everything to them to reply yet

But Natalia why would you say if I can't prove my source of my fund? When I have shown you my business certificate and some of receipt I gave my customers and you did not reply. Am not happy with you honestly 😡😡😡😡. What again are they expecting again? I have shown everything

Why are you people frustrating my life? What I have I not provided for approval of my account? You people rejected astropay statement I uploaded that was sent to me by my account manager. Everything was seen there. The date and time of each voucher I deposited to merchants. You people rejected my bank statement. You people complained about the third party on the account. I explained it was my customer that bought goods. I even showed some receipts to prove. Why are you people frustrating life of your customers? What's all these? Haven't I provided enough evidence. This is totally wickedness. my annoyance is that they don't reply mail to at least acknowledge my explanation

Playojo should come here and reply... They are frustrating me

Playojo please pay me and have your casino site am not interested again. I don't know what again you needed from me.

Please I don't know how to prove again that the Money am using to bet are legitimately mine. You people even rejected astropay statement sent by my Astropay account manager. Now I provided another 3 months bank statement. I explained to you people that am self employed selling Diapers and women sanitary pads and other skin care. I uploaded some of my receipt to customers, uploaded my business certificate. How again will I prove this? Is like am tired of this playojo casino. Just pay me my winning and have your casino am no longer interested in this casino. I hate incompetence. You people are not coordinatd

Dear Valentine4all, 

I fully understand it may be challenging for you to obtain official documents, however, you need to take into consideration that the casino must comply with AML & KYC Policies, therefore it is in its right to check the source of funds of players so providing required documentation for verification is only your responsibility.

As far as I understand it now, you still haven't uploaded any legitimate documents. Your business certificate with SMEDAN doesn't have your name on it, so it's not possible to check if you're a business owner. The receipts you provided cannot be really correlated with transactions in your bank statement.

Moreover, based on the date of registration of the certificate you provided, you were certified on 13 December 2023. If we consider that you were asked to provide the source of income on 28th December (based on your first post in the thread), you wouldn't be able to prove your source of income for the previous 3 months because you were not a sole proprietor before, so your business ownership cannot be of much help anyway, since it doesn't serve as a proof of income for September, October, and November.

Please, let me know if you have any other information related to the case that can be helpful.

The Portal is there to confirm. We can chat privately and I'll give you the Portal and my code to confirm the authenticity of the Certificate

Am highly disappointed in you people. I was a sole proprietorship since Jan 2022 and I have been making sales till 13th Dec. 2023 I decided to register my business to improve my quality and as well register a bank with the name because bank can't give me a personalized account name without business certificate. That's the reason I registered the business with SMEDAN.

Besides i started using PLAYOJO on Dec. 2023.

I have been making sales since then. And I have receipt bearing the same name on my business certificate. They requested for my bank statement for the last 3 months, I provided and they saw the inflow and outflow/end balance.

Is the bank statement not enough to prove my income?

I provided my last 3 months statement again. From Jan again.

Is this not enough proof?

Like I said earlier, you can private chat me and I'll prove the certificate really belongs to me.

All I want now is my fund in my account and the casino can go ahead and suspend me from using it. I need nothing than my fund

Playojo should pay me my balance and close my account since they don't want to approve my documents. Am not interested again with their casino

Dear Valentine4all, I was informed by the casino representative that PlayOJO will pay out your last deposit.

Could you please specify if you have a Skrill account? If yes, could you please confirm your account ownership to the casino so that the casino can send you the funds there?

Yes. I have and I have sent it to them since yesterday.

I have received my fund. But the fund isn't complete. What's the problem? I have 512 USD inside my account but I received just 269USD

Dear Valentine4all, thank you for the updates. The casino returned you the last deposit you made. It cannot pay out the winnings you've made in accordance with the standards of AML in the industry. As it was already explained to you, the casino had concerns regarding the numerous transactions on your bank account, therefore it was necessary to prove the funds you used for depositing had been obtained legally but, unfortunately, you failed to prove the source of your income.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia