PlayOJO Casino - Nalog igrača je ograničen.

I'm at a loss to understand what I must provide in order to make a withdrawal. I’m unable to ‘prove bank ownership’ even though I submitted my bank card and a bank statement but still get messages saying ‘unable to verify documents’. Now it looks like they have locked me out of my account ‘for security reasons’ when I try to access the withdrawal link however, they still allow me to play and deposit (???).

I've already submitted according to their requirements....

Driver's License 

Credit Card

Phone Bill

Bank Debit Card 

2nd Credit Card

I deposited by Interact, played some games and now want to withdraw. All of this done legally and in good faith for them to handle my money.  

I have withdrawn from other sites seamlessly and without any delays or issues and have no other documents to send them.

I’m 75, retired and a well educated and respected member of our community. I’m certainly not a money laundering mobster and starting to believe that I’ve been scammed by OJO????

Hope you can help me. Thanks.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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.

Are there any documents in your account that are currently pending verification? 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,

Attila

I submitted documents for my identification …Driver's License, Credit Card, Phone Bill, Bank Debit Card, 2nd Credit Card and all were approved.

When I tried to withdraw, they asked for ‘proof of bank ownership’ so I sent photos of my bank card (which doesn’t have a photo), a copy of my bank statement and both were rejected!

I then requested clarification on what exactly they require as proof, using their customer service email. After many weeks and attempts, they have never responded. My emails are polite and diplomatic and not rude or derogatory so can’t understand why they don’t respond?

This is why am at a loss to understand what they require! Hope you can help!

Thank you and your team for what you do!

Hi why is the reply from PlayOJO support hidden ?

the answer is clear and the player was directed to the the Terms

more specifically to add to this , clause 37.3 states

If we have reasonable grounds to believe that You have participated in or have been connected with any form of Prohibited Practice (either detected by us or by our gaming partners and our other suppliers) of any fraud, cheating and collusion practices which are used in the gambling and gaming industry (including but not limited to "Wonging", "Opposite Betting", "Perfect Pair" Card Counting, Dragon Tiger "Suited Tie" Card Counting or any other Card Counting techniques)

We will not be entering in any further discussion on this case

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.v@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello mike613,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

Dear PlayOJO Casino,

I will respect your decision not to engage in the complaint resolution process. However, without providing any evidence, I will be forced to close this complaint as unresolved which will have a negative impact on your safety index. Therefore, I ask you to provide me with anything that would clarify the situation. Please send everything to michal.v@casino.guru.

Hi the player has been informed by Support to provide proof of Bank ownership which can be a void cheque showing the bank account number. It should be uploaded to their account

Dear mike613,

Please proceed according to the casino's instructions.

Dear mike613,

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.

Dear PlayOJO Casino

We've received confirmation from the player that he received his funds.

Dear mike613,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal V

Casino.Guru