PlayOJO Casino - El jugador tiene problemas para completar la verificación de la cuenta.

Playojo.com claims they have been verifying my documents for four months now. I don't believe this is possible, it doesn't even make sense. I have a balance of 991 usd currently, and they have refused to verify the account since February. They come up with questions that i have already answered. I'm beginning to think they have an ulterior motive.

Dear Consy,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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

I understand that kyc is very important, but a casino site shouldn't be very lousy with verification. I provided all documents, and in correct format. I think it's been 2 months since i sent the last one. I have provided my identity documents, selfie with my ID, screenshots showing my astropay deposits, payment slip, everything they requested. Yet whenever i contact them, they just send the same message, saying they're waiting for the relevant department. It's been four months, and i need my money.

Thank you very much for your reply, Consy. Before we contact the casino, 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.

Hello kristina, i have forwarded emails to you. This casino has been frustrating me since February when i requested a withdrawal, and have refused to pay me, even after submitting all documents they requested. I really need help.

Thank you very much, Consy, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you Consy for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask PlayOJO Casino for their help in resolving this complaint. We would like to know why is this verification process taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Dear Consy, I was able to contact a casino representative and was told that you were recently emailed that the casino requires the information below:

- explanation for depositing, accumulating funds into your account, and playing very little.

- Astropay screenshot confirming ownership,

- Bank Statement For the last 3 months showing salary received along with opening and closing balances in PDF files.

When the casino receives the above information, the relevant team will be able to review your account. 

Thank you for your understanding!

Hello Peter, please note that i requested a call back from the casino, and on 12th may, they called me and confirmed that they had all these documents. They even asked me the question about depositing and playing little on the phone, snd i answered. All the documents you listed here, i have submitted, and there is no such email requesting for it. I will forward you the modt recent email from them. It's very unfortunate that the casino is very disorganised. They can ask you for a particular document many times. Please note that i started having this verification issue since February when i tried to withdraw, and till date, they keep telling stories. Please, check your email for their last email to me. They have frustrated me so much!!

I was in contact with a casino representative and was told the following:

We are still missing files/clarifications due to the risky behavior that the player has exhibited. For example, she mentioned that she is unemployed, but then she also uploaded PaySlips. On the statements we received we cannot see this money arriving in her account. 

We still need:

- Proof of Astropay ownership.

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

If you could please provide these documents to the casino things should start moving along.

Thank you for your understanding!

Thank you peter for your help so far. I mentioned that i was unemployed, because i didn't have a full employment, it was just a 3 months (jan to march) contract job, so, when they kept insisting i must submit a payslip, i had to submit the said payslip. Also, Now, i don't have any recent payslip or bank statement showing salaries to submit. So, I'll appreciate it if they can stick to the first answer i gave, that I'm unemployed. I've send my statement and astropay screenshot to them. Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

P

The casino has rejected screenshots from my astropay account. I really hope there is a good explanation for this. They don't give details of rejection.

Dear Consy, I was informed by a casino representative that your documents were verified and you were paid by astropay, can you confirm that you have received your withdrawal and you no longer need assistance?

Thank you in advance!

Thank you so much for your help on this case, peter. Yes, i have finally received my balance.

Dear Consy,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Peter