PlayOJO Casino - El retiro del jugador se ha retrasado.

I won 350 EUR. My account is verified. I took screenshots of everything. Now the payout is nowhere to be found. No money was transferred either.

Ich habe 350 Eur gewonnen.Mein Konto ist verifiziert.Ich habe von allem Screenshots gemacht.Nun ist die Auszahlung unauffindbar.Geld wurde auch keins Überwiesen.

Dear Volker,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if this was your first attempt to withdraw winnings from this casino? Could you please confirm the withdrawal was requested on the 16th of December via wire transfer? Unfortunately, bank transfers can be tricky, and the entire process can take a bit longer since intermediary banks might be involved, and international transactions take place.

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello, I have requested a transfer to my bank account for 300 euros

Guten Tag,ich habe eine Überweisung auf mein Bankkonto beantragt über 300 euro

Was it on the 16th of December?

And

Ja

Yes on December 16, 21

Ja am 16.12.21

I fully understand your frustration, Volker. However, I will set the timer for additional 10 days and if there’s no development by the 30th, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

It can't be that a payout simply "disappears" in this casino. I am quite inclined to go to the police. And that just before Christmas.

Es kann doch nicht sein dass in diesem Casino einfach eine Auszahlung,,verschwindet,,.Ich bin durchaus geneigt zur Polizei zu gehen.Und das kurz vor Weihnachten.

I'm sure it didn't disappear but was transferred to your account. Please understand, bank transfers can be tricky, and the entire process can take a bit longer since intermediary banks might be involved, and international transactions take place.

Ok

The money has now come in. I am still wondering why it was completely gone. I am sure that the money would not be there without the help of Casino Guru. I would also like to mention that I had 110 free spins in the time of Playojo which were unplayable because the game in question didn't open. So all of them have fallen into disrepair. I don't think that it is very customer-friendly not to comment in any way, neither via chat nor support. It is advertised with a lot of RTP, but very serious the page doesn’t appear to me Many thanks to the Casino Guru team !!!

Das Geld ist nun eingegangen .Mir ist jedoch immer noch fraglich warum es komplett weg war.Ich bin mir sicher dass das Geld noch nicht da wäre ohne die Hilfe von Casino Guru.Weiterhin möchte ich erwähnen dass ich in der Zeit von Playojo 110 Freispiele hatte die unspielbar waren weil sich das betreffende Spiel nicht öffnete.Somit sind alle verfallen.Ich denke nicht das es sehr kundenfreundlich ist,sich dazu in keinster Weise,weder per Chat noch per Support zu äußern.Es wird mit viel RTP geworben,aber sehr seriös kommt mir die Seite nicht vor Vielen Dank an das Team von Casino Guru!!!

As the problem has been successfully resolved and winnings received, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Volker, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru