PlayOJO Casino - Hráč má potíže s výběrem své výhry.

I only started at this casino a few days ago. I won a few euros in games and would now like to have a payout of around 800 euros. But the ojo team always wants documents. Have sent everything to them several times, but is not accepted . (Account statements, tax papers in wage slips, profit and incoming credit in my account.) I don't know what to do next. I'm angry. I've also written to support several times.

Habe in diesem Casino erst vor ein paar Tagen angefangen.habe ein paar Euro in spielen gewonnen und möchte nun eine Auszahlung von ca.800 Euro haben.aber das ojo Team will immer wieder dokumente.habe denen alles schon mehrfach geschickt, aber wird nicht akzeptiert.( Kontoauszüge,Steuerpapiere in lohnscheine,Gewinn und Eingangsguthaben meines Kontos.) Weiss nicht mehr weiter.bin stinkt sauer.habe auch Support schon mehrfach angeschrieben.

Dear Eric,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. The KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings.

Do I understand correctly that the casino didn’t accept any of your documents? Did the casino specify what exactly is wrong with them?

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

We received this email from Eric:

"Hello first. Thank you very much for your great and fast support. I received the message from ojo Casino Support today that I am finally verified. I have just registered a payout of 400 euros. Has already worked. Write to you again when it is booked.you have been a great team.continue like this.thought all of mankind has no more logical experiences to experience.thank you. eric, feigl allias brachiall. "

We received this email from Eric:

"Hallo erstmal.vielen Dank für eure so tolle und schnelle unterstützung.habe heute die Nachricht von ojo Casino Support erhalten, das ich nun endlich verifiziert bin.habe eben eine Auszahlung in Höhe von 400 Euro angemeldet.hat schonmal funktioniert.schreibe euch nochmal wenn es gebucht ist.ihr seit ein tolles team.weiter so.dachte schon die ganze Menschheit hat keine konzequensen mehr zu erfahren.danke. Eric, feigl allias Brachiall."

Amazing news, Eric! Please keep us updated and let us know if there is anything new, so we can continue resolving this case accordingly.

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. Your cooperation in this matter is highly appreciated. 

Yes hello first and thank you very much for your support. We were able to reach an agreement with jojocho Casino. After exchanging e-mails several times, we were able to come to an agreement. I sent several documents through support. One of the documents was then accepted, and the payout is also already processed. Thanks to everyone involved for this positive final decision.

Ja hallo erstmal und vielen Dank für eure Unterstützung.Konnte eine Einigung mit jojocho Casino erzielen.Nach mehreren e-mail wechseln konnten wir uns einigen.habe über den Support nochmal mehrere Dokumente geschickt.Eines der Dokumente wurde dann akzeptiert, und die Auszahlung ist auch bereits verarbeitet.danke an alle Beteiligten, für diese positive Schluss Entscheidung.

Eric, thank you very much for your reply! I am glad to hear that you were able to come to an agreement with the casino. Do I understand correctly that we can now consider this case to be resolved? Do I have your permission to close this complaint?

Yes, right. The case can be seen as closed. Thank you

Ja richtig.der Fall kann als erledigt gesehen werden.danke

Thank you for the confirmation. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.