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PlayOJO Casino - Slow on verification process and responses

RESOLVED
Complaint Info
Disputed casino PlayOJO Casino
Reason Verification issues
Amount £ 4000
Posted on September 4, 2018

Username - Toniisplay I would like to make a formal complaint against OJO, firstly I have been depositing for nearly a year and have spent £1000’s. Not once have they asked for ID nor have they ever delayed any of my deposits. I won £4000 and since then it has been impossible to claim my winnings or get in touch: firstly I have sent 4 emails with no reply. I then have waited endlessly on chats for it to be disconnected - finally after waiting for an hour yesterday, I was informed of the documents requested. I do not hold a ID, only a passport which is out of date, they have now agreed to accept by birth certificate. I sent in all of The documents and I am waiting still for my withdrawal to be approved. The lack of communication is awful and also the way you are addressed is very Childish - the only reason I used this casino is due to the fact they advertise a ‘’no Nonsense” policy which I deem to be false advertisement. In their terms and conditions it states they also ask every player for ID and singed authorization before depositing which is not really the case - I understand there are safeguarding policies in place but it is very dishonest that they take £1000’s from you and then when you win - it’s almost impossible. This has been going on for 5 days now and I am not sure when my payment willb be sent.

Posted on September 4, 2018

Hi

we apologize for any inconvenience but just to be clear here is the time line of events...

on 30/8 you requested to withdraw 2500 and then cancelled it after an hour
on 30/8 you placed a new request of 3000 and we cancelled which is our procedure if your account hasn't been verified yet
on 1/9 outside of working hours you placed a new request 4000 and contacted us on chat
on 2/9 the uploaded documents were checked - you had proof of address under your wife's name which caused more delay
on 3/9 documents were finally verified and your withdrawal was processed

We do normally process withdrawals within 11 hours but sometimes it take a bit longer on the first one as all your details have to be verified. And that's if all the documents are received together and there are no complications like address proof in someone else name. there was also some confusion as you also deposited using two methods one of which was someone else's credit card

Anyway all was resolved as quickly as we could and you cash out was processed yesterday

Congratulations on your win and the next cash out will be a lot quicker

The PlayOJO Crew

AskGamblers
Posted on September 7, 2018

Dear @Toniisplay,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

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