Complaint #5 Joo Casino

Princess Win Casino - Unjustified confiscation of 3003,90 Euro and account closure

By CortesRico

9 years ago

Message on forum

Hello. I played a bonus on Princess-Casino.

It was my second bonus on this site, the first i did play the June 23, 2016 03:23, and this one, the second one i played the March 23, 2017 22:07.

It all started with a mail from the VIP-department, and they offered me a bonus.
Here is the mail (i have also print screened it and sent it as a JPG-file):

''Hello, Mr (NAME)!

How are you?

My name is Victoria and I represent new VIP –department of PRINCESS-casino.
Since that day I’ll be glad to become your personal VIP-manager and to find out more about your preferences and bonuses conditions, which can be advantageous and interesting exactly for you.
We appreciate loyal players and are always ready to discuss all the bonuses individually.

To get more information about bonuses , please contact me.

Best regards,
Victoria PRINCESS-casino.''

So i decided to deposit 100 Euro and got 70% bonus (70 Euro).

I choosed to play a game from Netent, witch name is ''Wild rockets'', and i played for 5 Euro per spinn. I had read the terms very carefully and the game was not excluded from playing with bonus. ( I have print screened the terms that shows excluded games )

I won pretty big on this game, approx. 3000 Euro.

I completed the whole wagering of this bonus by only playing Wild Rockets and Go bananas for 5 or 4 Euros per spinn.

The day after i got a mail from the Casino. Here is the mail (i have also print screened it and sent it as a JPG-file):

"Dear Player!

Your winnings were confiscated because of bonus abusing.
We left your deposits on your balance. Please withdraw them.
After you make it, the account will be closed

Thanks for understanding
Best Regards,
Princess Star Casino Support! ".

I cant understand why they are accusing me of this?
I had played 2 bonuses on this casino, and it was very long time since i played the first one.

< text not directly related with the complaint removed >

This is not okay!

Thanks for the help AskGamblers.
I also attach some files that show deposits to the casino, bonus history, email conversations and more.

Disputed Casino Joo Casino

Reason Bonus abuse

Amount €3003.9

Discussion

CortesRico

• 1 reviews

9 years ago

I did recive a mal today. But they still dont give me any legit reason why they have confiscated my money, and they are not showing any evidence of what they are accusing me of.

They just wrote:
"Dear Player,

Your winnings were confiscated and your deposits are sent back to your balance.
You can make a withdrawal of your deposits. After this, your account will be closed.

Best regards,
Princess Casino Support Team
If you have any questions - feel free to contact us anytime! "

AskGamblers

• Support Team

9 years ago

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

CortesRico

• 1 reviews

9 years ago

As they seem to ignore mail and this complaint, how should i go further with this issue ?

AskGamblers

• Support Team

9 years ago

Joo Casino Complaint Stats

Resolved 19 / 23

Avg. Amount $923

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Joo Casino Complaints

See all complaints for this casino

Can't verify to withdraw

The casino is withholding the withdrawals based on the excuse that IBAN verification is only done via pdf. I was given different versions by different customer support agents. Spent countless chats being taken for a ride.

The issue in question is I placed a deposit via Revolut, got everything verified and when I requested a withdrawal, the casino cancelled the withdrawal and requested bank transfer from a different account.

I provided a photo of the original bank statement that the bank sends to me on a monthly basis. They said they do not accept photos of the bank statement, which is new to me as Softswiss brands allow photos of statements.

I scanned the statement with a scanner app and sent them the pdf version, they once again said they don't allow scanned copies.

I went to the bank and requested to get a pdf statement in order to provide to them but they said they don't provide pdf statements. I asked them if they could make an exception and I was told no, you can scan and send as pdf.

Went back on chat and kept being told that they can't do anything. Requested if I could verify maybe Skrill and get withdrawal through Skrill, but I was told that nothing can be done and kept being given excuses of why they don't want to pay me.

I want my 460 Euro and since the casino couldn't perform withdrawals to my Revolut account, it's up to their responsibility to provide alternate solutions in order to pay me out. Saying they only accept pdf is not per the licensing requirements as photos of the bank statement are also accepted in the guidelines. This for me is a practical excuse to not allow the payment.

Resolved

€460

Joocasino not paying withdraws

Hey! I won 1900€ and I withdrew it and when it was pending they locked my account! and did not tell me the reason and did not return my money, I think this is very rude towards the customers and even illegal! They said they won't pay me and the reason is they say I've violated something but they won't tell me what (I have not violated anything) I hope someone from joocasino sees this and fixes this!

Rejected

€1,900

Withdrawal is not possible and the verification period has passed 20 days

Hello Askgamblers Team,
please help me. On December 27 I joined JooCasino and won a total of 12350. After I placed the withdrawal order, the casino asked for a lot of documents. And I have fulfilled all of them. From the 27th until now. I have contacted support many times and asked for verification and help with withdrawals. The answer is always to wait, and we don't know when it will be completed. I don't know if this is normal. Because 21 days have passed. And their answer is always, let's wait and there is no definite answer. I will send informational images as well as chat with them at each stage.

Resolved

4000 euro withdrawal pending for 8 days

Dear Representatives,

First, they rejected my withdrawal several times because they need every time new documents.

I have uploaded every document and My account is now verified.

I have made a withdrawal of 4000 euros and is pending for the last 8 days. The casino support chat is not helping and they just gave me a template response.

I have attached all screenshots as proof.

Resolved

€4,000

Problems with withdrawal and verification

Dear Askgamblers,

I have a problem with Joo Casino. I made a deposit with Skrill (€100). I followed all their wagering instructions. After I finished wagering, I requested a withdrawal (11.11.2022). First, they refused my withdrawal because they still had my old documents and I had to verify a new ID card. Then they asked for my Paysafe account, my Skrill account, and proof of deposit. I sent them all this and they verified everything for me. It's been ten days since then and every time I ask them what's up with the withdrawal, I get the answer that it will be soon and that they are working on it. I would appreciate it if you could help me with this. I am also sending you all proof of deposit, verification, and withdrawal.

Best regards,

Alen

Resolved

€400

Withdrawal rejected and Pending Payment

I started withdrawing 6 August 2022 and it got rejected. Tried withdrawing again on 14 August 2022 but was still rejected. I tried withdrawing until 15 August 2022 several times but was still rejected. I contacted the live support but it’s not helping at all giving me the same reason that I need to put correct data. I put the correct data and have been using the same data in withdrawing before and I don’t have any issues. I tried withdrawing again on the 16th of August but still pending as of this writing 19th August. Contacted live support and they tell me to wait because they have a lot of backlog. I tried withdrawing again today but still pending.

I’m starting to doubt regarding this platform and it’s getting me frustrated. I just need to withdraw my money. I have not experienced this before. I usually withdraw and get in hours.

Resolved

₱99,000

Withdraw delayed 2500eur

Hello, since 14.07.2022 I have been struggling to withdraw money, until now I have not had any problems! I have always withdrawn through a skrill account, and at least 7 times I have been rejected, the reason for the problem is from their side, last week I made a bank transfer and since then I have been waiting!!

Resolved

€2,500

Over Two Weeks Waiting for Withdrawal

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.

Resolved

€625

waiting for my withdrawal

I read your reviews and decided to try this casino. People write that the withdrawal is 48 hours, but it is not. I put a conclusion on May 1 and they started to delay and write excuses. At first, it was a technical problem, which two days later ended with sending a selfie with a passport. They cancelled the withdrawal, after accepting the documents, I put the withdrawal again. They cancelled it again three hours later. I started writing to them and they (Joo) said that everything is fine with me, I can put money on withdrawal.

Last withdrawal attempt:

04 May 2021, 8:15

Conclusion

Piastrix

Waiting for a response

427 EUR

They still haven't brought them out. They write that they have an error, but I see how other players withdraw money, I offered to change the payment system to cryptocurrencies, they refuse. The support team constantly says "Wait". I write without anger and other things, just if the casino wants to keep a high level, it must respond to adequate customers.

Resolved

€427

Deposited in euro and told cant withdraw

I have deposited over 1100 euro to joo casino over the past few weeks only to be told today that I wasn’t ever going to be able to withdraw from anything I deposited in that currency until today.
I asked for my money back seeing as it was the same as just giving them money and for no reason and was told I played it so I can’t get a refund.. but how exactly can you say I’ve played it when it wasn’t played in a fair way.. it was essentially me paying to play free play..

Resolved