PlayOJO Casino - O jogador acredita que o seu pagamento foi atrasado.

The verification was a nightmare then I got verified and withdrew 2000 a week ago. 30 hours ago they said they would escalate the inquiry and email me but still no money and no email, won’t answer my emails or chat now. They say they sent the money may 23 but obviously they did not.

Dear LeanneM111,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear LeanneM111,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good morning and thank you. No I still have not received my money.

Ok. I checked my emails and account. They sent me an email saying my withdrawal had "failed" and the money was put back into my account, so the funds are snack in my account. I am hoping they offer me a withdrawal method other than wire transfer.

And now when I go to withdraw they are asking for account verification documents again despite the fact they had already been submitted and the account was verified. They are really giving me the runaround.

After some time on chat they removed the request for further verification and I was able to request withdrawal by a different option than wire transfer (the first time that was the only option I was given) so hopefully that resolves it. Kind of odd that the money shows back up in my account just as the complaint was ready to be activated.

Dear LeanneM111, please keep us informed about any further developments.

Dear LeanneM111,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Dominika
Casino.Guru