PlayOJO Casino - Over 30 days for verification

Hi as advised by to you by Support email, we are missing a copy of the credit card ending in 3920 and your info or bank statement showing the deposit.

Dear @ecca90,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the PlayOJO Casino team accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

I received the email from your customer services the day after I posted my complaint on this site. It is disappointing that no contact was forthcoming until I had to complain via this third party. They advised me that the card I used had not been fully verified. Their instructions were as follows:
"Please upload a picture of the card showing details such as your name and expiry date. If the back of the card does not show this, then I ask you to please upload a bank statement in PDF showing a deposit made with this card to our casino."
I uploaded a pdf of the relevant bank statement on 21st February as I explained in a email sent to your support team, the Chase debit card I use does not show any details other than my name.

I received an automated email confirming that the pdf document had been verified on 24th February. However, when I tried to withdraw my money today (25th February) your system is still denying my request on the grounds that it requires a copy of my debit card to verify the funds used. I have, on multiple occasions, uploaded photos of my debit card which evidently your system is not registering.

I cannot change the fact that my debit card does not have the information you require, that was decided by the bank JP Morgan who issued the card. It is a Mastercard which is accepted by your site for transactions. This has not been an issue for any other transaction I have made with this card with other companies. If I am the first person to use this form of payment and it is incompatible with your systems then I would suggest that the relevant teams ensure they block any deposits with this form of payment and update your terms and conditions to reflect this.

I would appreciate your assistance in swiftly updating your system to allow my withdrawal. The delay of over 30 days is unreasonable as I have made every effort to upload any and all documentation required to verify my accounts. You will have access to the system to verify all that I have explained above is on record. I do not see any reason for further delay in resolving this issue.

Hi you can go ahead and make your withdrawal now

Dear @ecca90,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Withdrawal received. Incredibly poor customer service as the only way to resolve this issue was via this third party. I can see I am not alone in this based on the numerous similar complaints on here. Worth noting the gaslighting tone of responses to others too, as if they had been in contact with each complainant prior to the complaint on here, I can tell you all in my case that was categorically not the case and the steps to resolve this matter were only forthcoming after my post on here.

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.