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

I won 2000 about a month ago and started to try to verify my documents. I sent docs and was approved and was still blocked withdrawling so I let it all go.

Tried again a week or two later and won 5000.

I sent multiple emails and uploaded all the documents necessary and they never respond to my emails.

I let it all go.

It's sad.

I want to be refunded all my deposits since they had no intention of letting me withdrawl these funds.

Or , give me what I won.

I let it all go because I came to the realization that they will not respond to me.

It's been a month and I still cannot withdrawl and haven't heard anything back .

Dear charliehann,

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

Dear charliehann,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.