Complaint #63
Joo Casino
Over Two Weeks Waiting for Withdrawal
3 years ago
On the 8th of July I made multiple deposits to JooCasino. I’ve been a member at JooCasino for a long time but have never managed to make a withdrawal and to say the withdrawal process is a nightmare is an understatement.
I had made multiple deposits on the 8th and finally found myself getting a nice win and went to withdraw €600. As it was my 1st withdrawal, I was expecting to be asked for documents which I was more than happy to provide. The process was arduous given the fact that I had moved home during the lifespan on my account in October and I could not change the address in my profile in JooCasino. So, I was asked to provide documents verifying my residency in both places which I duly provided and my address was changed.
Once all my documents get verified this is where the nightmare really kicked in. I live in Ireland and one of the prominent banks in Ireland is Ulster Bank. Ulster Bank are closing down and ceasing operations in Ireland and have instructed all their account holders to move their banking elsewhere. I did this and moved all my banking to Revolut which is a fully licenses and registered European bank. As a result my Ulster Bank account was closed and I destroyed the debit card associated with it as instructed.
I had made many deposits to JooCasino since April when I 1st got my Revolut account and Revolut Debit Banking card and it has functioned like any other banking service I have ever used.
Now, back to my withdrawal nightmare. Once I had all my documents submitted and verified, I attempted to withdraw to my Revolut Debit card which I had just had approved by the verification team. The withdrawal was rejected. I asked Live Chat and was prompted to send in even more documents, which I did. I proceeded to request withdrawals twice more to my debit card from Revolut which were all rejected.
I was then asked by Live Chat to request a withdrawal via Bank Transfer which I did 3 times, every time getting rejected. I consulted live chat again and was told the financial manager refused to pay out to Revolut even though I was deposited with that same method multiple times. I was then ridiculously instructed by live chat that if I wanted to withdraw, I needed to setup a whole new bank account which I blankly refused as I do not need one. I have used Revolut at multiple other casinos and never had an issue.
I was then told I could withdraw to Skrill but it was down and would return on Saturday. It never returned. I now sit here with 4 withdrawals to my Revolut Debit card rejected and 3 withdrawals via Bank Transfer rejected.
After my 7th attempt to withdraw I received a very strange email from JooCasino asking me to sent a screenshot of my MiFinity account, which I found very strange. Firstly, I do not have a MiFinity account and certainly never used it on JooCasino, and secondly, I had never even heard of MiFinity before so why there were sending me an email to verify documents for that payment method is beyond me. Maybe they got me confused with someone else.
As it stands I'm waiting on JooCasino to sent money to my Skrill account for 2 weeks now on the 25th of July. I had to deposit via Skrill just to get the option for Skrill withdrawal to be available to me.
Seeing as JooCasino seem to refusing to pay me my winnings I feel there’s no other option than to lodge a formal complained. Hopefully someone here can point me in the right direction to do that.
I had made multiple deposits on the 8th and finally found myself getting a nice win and went to withdraw €600. As it was my 1st withdrawal, I was expecting to be asked for documents which I was more than happy to provide. The process was arduous given the fact that I had moved home during the lifespan on my account in October and I could not change the address in my profile in JooCasino. So, I was asked to provide documents verifying my residency in both places which I duly provided and my address was changed.
Once all my documents get verified this is where the nightmare really kicked in. I live in Ireland and one of the prominent banks in Ireland is Ulster Bank. Ulster Bank are closing down and ceasing operations in Ireland and have instructed all their account holders to move their banking elsewhere. I did this and moved all my banking to Revolut which is a fully licenses and registered European bank. As a result my Ulster Bank account was closed and I destroyed the debit card associated with it as instructed.
I had made many deposits to JooCasino since April when I 1st got my Revolut account and Revolut Debit Banking card and it has functioned like any other banking service I have ever used.
Now, back to my withdrawal nightmare. Once I had all my documents submitted and verified, I attempted to withdraw to my Revolut Debit card which I had just had approved by the verification team. The withdrawal was rejected. I asked Live Chat and was prompted to send in even more documents, which I did. I proceeded to request withdrawals twice more to my debit card from Revolut which were all rejected.
I was then asked by Live Chat to request a withdrawal via Bank Transfer which I did 3 times, every time getting rejected. I consulted live chat again and was told the financial manager refused to pay out to Revolut even though I was deposited with that same method multiple times. I was then ridiculously instructed by live chat that if I wanted to withdraw, I needed to setup a whole new bank account which I blankly refused as I do not need one. I have used Revolut at multiple other casinos and never had an issue.
I was then told I could withdraw to Skrill but it was down and would return on Saturday. It never returned. I now sit here with 4 withdrawals to my Revolut Debit card rejected and 3 withdrawals via Bank Transfer rejected.
After my 7th attempt to withdraw I received a very strange email from JooCasino asking me to sent a screenshot of my MiFinity account, which I found very strange. Firstly, I do not have a MiFinity account and certainly never used it on JooCasino, and secondly, I had never even heard of MiFinity before so why there were sending me an email to verify documents for that payment method is beyond me. Maybe they got me confused with someone else.
As it stands I'm waiting on JooCasino to sent money to my Skrill account for 2 weeks now on the 25th of July. I had to deposit via Skrill just to get the option for Skrill withdrawal to be available to me.
Seeing as JooCasino seem to refusing to pay me my winnings I feel there’s no other option than to lodge a formal complained. Hopefully someone here can point me in the right direction to do that.
Screenshot
