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I have been trying to withdraw my winnings for weeks now with no success,I registered with the casino last year and verified my account fully,made some withdrawals via wire transfer where I provided all the bank details,now recently I have been trying to withdraw via the same method but I keep being asked to upload bank statement which I have uploaded several times but still I am not able to withdraw.Tried reaching out to customer service via email and chats but they respond after days of which they just request I upload the bank statement.Its been weeks and it's really frustrating and I feel they are not helping me at all.I just want to withdraw my money that's all!I already provided all the bank details including the bank statement requested but they verified it as proof of address which i verified long ago when registering.The bank statement is what contains proof that I own the account but it's like they are overlooking it and requesting same thing over and over again.

Dear Jt200,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is an unusually long time.

However, 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,

Petronela

Yes the withdrawal has not been processed yet,the reason stated as to why is that I have to upload a bank statement which I have already done but they viewed it as proof of address which I had already verified,the bank statement should also be used to verify the account ownership.

I think the issue is with my account only.

I did not use any bonus for those winnings

Thank you very much, Jt200, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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 in the near future.  

Hello Jt200,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite PlayOJO Casino to join the conversation and participate in the resolution of this complaint.

Dear PlayOJO Casino,

Can you please comment on the player's issue? Why are you not able to verify the player's bank account ownership?

Thank you.

Kind regards,

Tomas

Casino.Guru

Hello Jt200,

I have received the following response from the casino representative:

The player was paid by wire transfer on the 10th of January and it can take between 2-7 bank work days for the funds to reach his account.

Can you please confirm once you have received the payment so we can consider the case resolved?

Thank you.

Hi yes the issue was resolved and I was able to receive the payment via wire transfer.Thank you very much for your assistance!

Dear Jt200,

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,

Tomas

Casino.Guru