PlayOJO Casino DK - Výplata hráčovy výhry se zpozdila.

This casino will delay and delay your kyc verification for as long as possible. They hope you start playing again to lose the money you want to withdraw. If you are lucky enough to get a respond from customer support (livechat is just a bot) they will just keep stalling you.

Dear siggiando,

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

Dear siggiando,

Have you received your withdrawal from the casino yet?

The support staff have apologized again for the delay. They have all needed documents + photos and advocate with 12 hours withdrawal process in most cases. Still nothing unfortunately

Thank you for your reply, siggiando. Have you made any successful withdrawals before? Do I understand correctly that you have already provided the required documents?

Have you accumulated your winnings with or without an active bonus?

You are understanding this correctly. My first withdrawal. I originally deposited 100DKK to obtain 100 wager free spins. This resulted in 300 DKK. After losing 100 and with a saldo at 200 DKK I requested the withdrawal. There are absolutely no pending bonus requirements.

They have pictures of my passport, my credit card(various copies), selfie with these cards, bills to prove address and a copy of my security card.

They are stalling the process on purpose so customers will login and start gambling away their winnings, instead of getting their wishes withdrawal.

I have not touched my account and will not untill they have paid me my funds. No matter how long it will take.

One last thing before we contact the casino - could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Happy to write that my documents were finally validated and my funds paid out 3 days ago.

I still don’t think this massive delay is OK. Clearly intended so customers gamble away their potential winnings before being able to withdraw.

But yeah, happy I finally got my winnings.

Dear siggiando,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru