Payment delay and poor communication

I registered my account with PlayOJO and deposited a total of €100 on the 28th of May. Won €350 and figured that i would test the withdrawal process, which they promise to be very quick and easy with maximum 24 hours to process.

The first withdrawal cancellation came, which was my fault. I had submitted ID and proof of address, but had submitted my ID in black&white, which of course is not accepted. This was where I got my first taste of customer service communication.

I specifically asked what they needed when I submitted my documents the first time, and was told ID and proof of address. Asking their chat support if they would accept my national ID card from Sweden instead of my passport, I was now informed that I also needed to send a picture of my MasterCard. This was not mentioned by the first agent, and would have made my withdrawal fail regardless of my ID. But that is perfectly fine, mistakes happen, and I submitted a color photo of my ID and my Mastercard, which was accepted, and a new withdrawal request was made.

I got the "OPPS. There’s a spanner in the works" e-mail telling me that my withdrawal had been cancelled. Jumped on to chat, and as halfway expected, withdrawal to MasterCard had failed. This is not uncommon, as MasterCard and casinos don't get along too well. So I asked about an alternative withdrawal method. Here chat suggested both Neteller and Skrill, which are not really any option as neither of them accept to be funded by MasterCard. So bank transfer it is. Support told me to simply choose bank transfer on the withdrawal page.

Here we ran in to new problems. I don't have an option to choose bank transfer on the withdrawal page. Despite the agents insistence that it was just that easy, the choice was not there. So I was asked to e-mail my bank details. Said and done. I e-mailed all my bank details, and knowing how payment teams love documents, I e-mailed a copy of my statement proving that it is indeed my bank account.

I e-mailed this on Thursday May 31st. I made sure to ask the agent on chat if there was anything I had to do now and was told no, there isn't. On Saturday, after 48 hours, there was no movement. The money was in my player account. I contacted chat and asked if there were any issues. The answer I got was that he had chatted with the payments team and that they would process my withdrawal. Excellent news, so I left it at that.

On Monday, after another 48 hours had passed, there was still no change. So on to chat I jumped again. This time I was informed that I needed to make a withdrawal request to my MasterCard again. Nobody had contacted me to tell me that I needed to do this, and remember above, I specifically asked and was not told to do this. I again specifically asked if this was really the solution, as they were asking me to make another request to a method which had already failed. The chat agent told me not to worry, since they had my bank details they would use bank transfer. It was not a problem at all. Fine, I submitted my new withdrawal request on Monday morning.

According to PlayOJO's website, now on Tuesday evening, my withdrawal is still in "player pending". I asked them earlier today, and was told that it is with the payments team to be processed. However, now that I'm on Tuesday evening, more than a week since I started trying to withdraw my money, and 6 days after submitting all documents they requested, the text on PlayOJO's website stating that they "process all withdrawals within 24-hours." is not really seeming like a kept promise.

All I want is to have my withdrawal processed according to the promises made by the casino and their customer service. Some honest answers would also have been nice, as they have been dragging me along for a bit too long for comfort on this. This only about €350, but the experience is not really making me feel too comfortable about giving them any more money of mine to handle moving forward.