PlayOJO refusing withdrawal until I provide a photo of a card I don’t have

[stakeyourheartout]

Ok I’m at my wits end with this now. Joined PlayOJO in January, uploaded various verification documents since then, no issues whatsoever, all accepted within a couple hours. Conveniently now after my first big win with them, they’re refusing to let me withdraw until I verify a payment card I used when I first signed up, that I no longer have.

I don’t have that card anymore. They asked for a bank statement showing that card being used to deposit with them but my bank have confirmed (and I have the proof of them telling me) that their bank statements don’t show details of the card used.

The only thing I have left is Apple Pay. I still have that card saved in my Apple Pay and was able to send them a screenshot showing the card details in full with my name. This was also rejected.

I’ve spoken on their live chat at least 10 times and getting absolutely nowhere. I have absolutely no other way to show that the card is mine, a card I haven’t even used in about 8 weeks or more, that I’m sure I must have had to verify at some point along the way anyway?

Any advice? They aren’t budging and I really don’t know where to go from here. I’ve really enjoyed playing there so I’m really frustrated that this is happening.

 

[stakeyourheartout]

What’s the deal with this? After a ridiculous back and forth regarding verification of an old bank card, they finally accepted my documents. I was then able to withdraw again and withdrew £1100 via instant bank transfer. It’s been in “pending withdrawals” for over 24 hours now. When I use the exact same withdrawal method on the other sites, I get the money instantly so why is it still being held, does anyone know? I’m getting a bit anxious that I won’t get the money after my account being restricted after a big win and now this

 

[maxd]

Hello @stakeyourheartout ,

We have a casino rep for PlayOjo here on the forums, they are usually available during the regular work week. They are @EGO and you should send them a Private Message regarding your situation, it'll probably be resolved in a few hours.

- Max

 

[EGO]

What’s the deal with this? After a ridiculous back and forth regarding verification of an old bank card, they finally accepted my documents. I was then able to withdraw again and withdrew £1100 via instant bank transfer. It’s been in “pending withdrawals” for over 24 hours now. When I use the exact same withdrawal method on the other sites, I get the money instantly so why is it still being held, does anyone know? I’m getting a bit anxious that I won’t get the money after my account being restricted after a big win and now this

Hi as advised by PM, your withdrawal was completed yesterday by Trustly which you selected
Trustly always advise that funds can take between 1-3 days

 

[Valhalla]

A casino did this to me once, a few years back, and my bank was able to provide me with a letter proving I did indeed own that now-expired card. Perhaps you could ask this of your own bank?

Just to add that I know it's a pain in the ass, and really just so... tedious, but needs must.

 

[DreddBeat]

This makes me not want to go near PlayOJO again.