Withdrawal of 500gbp refused due to wanting documents but no info on what they want or response

I am currently an A-Lister at PlayOJO casino. I have recently been playing and enjoying their casino. I would deposit thousands and been able to withdraw thousands. I recently made a substantial amount of money and have about 51,000 CAD in my account. I had requested Feb 7th, 2026, for 8,800 CAD. It had left me with another 8,000 in my account which I continued to use and play. After multiple attempts to get an update on the withdrawal and countless delays, on Feb 10th, it was put back into my Casino Account with no explanation on why it was rejected. I had also reached out and they could not explain why it was rejected. I had also submitted requests on the remaining 41,000 to be withdrawn which have not been actioned and now I am requesting for a full withdrawal on my account of 51,764.96. Their system does not function correctly and I have been asking multiple times via multiple emails to withdraw the full amount of my account to me with no success.

I made a withdrawal for $142.73nzd and only received $60.59nzd I have submitted all evidence required - bank statement, transaction details, exchange rate at time of processing. And I am still waiting for this to be resolved (initial payment was processed on 27/10/25) i feel this is an unreasonable timeframe

I had £250 it my balance and a withdrawal was made to my deposit method which is my debit card on the 9-9-2025, the operator said it had been processed immediately,
Here we are over a week later and the money still hasn’t reached my account,
Been on their chat help numerous times and I keep getting same answer, which is they’re looking into it and someone will email me with a update,
My account is fully verified and have made many deposits, this is all very frustrating as I don’t seem to be getting anywhere

On August 20,2025 I won $1235.40 on PlayOJO.ca and requested a withdrawal of $1000 and another for $70 via etransfer to my bank account. I received email saying money was on its way shortly after with a transaction ID number associated to both requests. It also showed in my gaming account that withdrawal requests were processed and method was internet wallet for both requests. A few hours later I noticed both requests were put back into my gaming account with no explanation as to why they would not honor withdrawal and attempted to contact someone through live chat which was unsuccessful numerous times. I then attempted to send emails inquiring why money was put back into my gaming account and received generic emails saying money was returned to my account but no explanation why. I have been a member of PlayOJO since 2024 and never had an issue until now and they have all of my verification documents that were accepted last year. Not sure why this is happening or how I can speak to someone about this issue.

I have been trying to withdraw from PLAYOJO for the past 3 weeks and everytime there is always some sort of issue. I have sent them 4 emails now and even after providing them more documentation to prove who i was I am still having problems withdrawing. My most recent withdraw was a wire transfer and it was for the first time approved, however after a week and still no money in my account I sent them another email asking for an update they told me that there was an issue with the withdraw and proceeded to put the money back into PLAYOJO account. At this point I am so fed up with this site and feel like I have hit a wall.

Have not received $3000 withdrawal
I've been trying to do a withdraw since July 19th with no luck and just the run around from the online support...
I've requested a callback with no success as they keep sending me to different agents to get this booked. There is no actual phone number for you to call!
No one has been able to tell me why my money will not go through. Very disappointed and frustrated

My ID on Playojo ([email protected]) Starting June 2, 2025, and ongoing until July 31, 2025. Although the casino will say I've been at it since October 26th 2024. Their system has been feeding me different stuff from the get-go that being said here my
version.
I received an email telling me here's five hundred dollars to play on we're celebrating 50 million on this platform.
So I started playing. And started having a great time I was winning and having fun. Starting June 9th I put in requests for a withdrawal found out that I had to deposit $100 for verification of approval who I was kyc I believe that's called so I did that kept playing. I have full documentation of all our conversations for me to send them I think would be quite a bit but if need be I can go back and get dates for sure. So I believe June 12th I put in for another withdrawal I was told I had to verify my wallet which was $200.
So I deposited another $200 not taking in consideration the platform fee's. So the casino only recorded a deposit of $193.26
Therefore I didn't hit the $200 requirement to verify my wallet which was my bad I didn't get it right away but I realized that.
I believe on the 12th went on and sent another deposit of $207.66.
With a total of. $505.92 in their system.
So I just complained thinking they would fix it that would it would you know catch up with the system somehow and so I kept playing and I've gotten it up to the total of $615,787.31.
I got to that some and I stopped and I haven't played since I'm still trying to get resolved and resolution to my withdrawal with them admitting that it's all on their side that there should be no excuses I just need help I would like to collect

"I am filing a formal complaint against PlayOJO App Cryptocurrency Casino regarding a significant and ongoing withdrawal issue totaling $615,787.31 USD.

My attempts to withdraw these funds began on June 5, 2025 Despite numerous communications with the casino's support, the withdrawal has not been processed. Crucially, the casino has explicitly admitted, through documented chat communications, that the fault for this delay and inability to process the withdrawal lies entirely with them.

I have attached screenshots of these conversations as evidence, clearly showing PlayOJO's admission of fault and the prolonged delay. This situation has caused significant financial distress and frustration. I have followed all instructions provided by the casino's support team, yet the funds remain inaccessible.

I seek the immediate and full withdrawal of the $615,787.31 USD that is rightfully owed to me. I request AskGamblers' assistance in mediating this severe and protracted withdrawal dispute."
"I have clear and extensive screenshots of my chat conversations with PlayOJO support, demonstrating:

My attempts to withdraw funds since October 26, 2024.
The casino's explicit admission that the issue is on their end and their fault.
The ongoing delay and lack of resolution.

Desired Outcome:

"Full and immediate withdrawal of the $615,787.31

Hello!

I made a withdrawal on 16. July, it was processed the next day. The next day support ask me to verify KYC again, which I already did past week, so I sent the documents again. Now its been almost a week, and still no funds in sight, support also hasn't replied to me also in 2 days. I know card/wire transfers take up to 7 days, but I am confident it will take longer.