I want to make a withdrawal of my ￡200 winnings from my account, I have followed all steps of verification and been verified in all aspects however proof of address seems to be an issue. After sending 4 different documents I still haven’t had a ‘proof of address’ one accepted, on the site it still claims I am awaiting verification for proof of address. I have contacted the support email with no reply. I just want to cash out my winnings and struggle to understand why verification is taking this long when I have provided accurate documentation as asked for by the site in order to verify me.

Hello seansaleh11,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with PlayOJO Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not or is it the proof of address only? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hi Nick thanks for getting in touch.

I originally submitted all my documents on the 25th Sep. My ID and bank card were both accepted the very same day. I sent a leasing document (stated to be okay on the website) but that got rejected even though it had all the relevant information on (address, leasing logo etc). I then tried to send a utility bill which was also rejected, twice. My final try was a bank statement from the month of September, this is still ‘under review’ and has been since 26th September. The website says if you haven’t heard anything after 48 hours please get in touch so I’ve tried but heard nothing from the support team.

Just confused as to why its taking so long and the documentation I have provided prior has been bounced back. Just want to withdraw my winnings.

Thanks for you reply in advance.

Sean

Hello seansaleh11 and thank you for the information provided. I will now forward your complaint to my colleague Natalia ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi seansaleh11,

I've reviewed your case and am sorry that you came across such a problem with the verification of your proof of address. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear PlayOJO Casino, I'd like to invite you to participate in the resolution of this complaint. Can you please share more information regarding the case? According to the player, they uploaded a bank statement as proof of address but it's been under review for 2 weeks. Have there been any updates?

If you have any supporting evidence regarding the payment methods used by the player, please send it to my email address [email protected].

Looking forward to hearing from you!

Best regards,

Natalia

Dear seansaleh11,

I've just been contacted by the casino representative and they informed me that your account was now fully verified and KYC is done.

Could you please confirm your account status is displayed as verified now? Are you able to proceed with the withdrawal request?

Regards,

Natalia

Dear seansaleh11,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.