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Princess star casino do not Pay


Hello,
First at all I am using bitcoins for my game, never had problems with it, its anonymously and so no casinos need verifications iven Your details, so I decided to open account on Princess star because they have BTC, I asked on the chat and got info that I do not to verify account if I use BTC (this is normal on all casinos over the internet where You play with BTC not money) also that withdrawals are instant :) so I have deposited and in the first bet I won 1.2 BTC, managed to chashout fast. Then waited and finally got info that I need to send ID (lol). I have replied and gave them some info about me but no ID (was informed no ID is needed before I start - like everywhere with BTC play).
Second lie from them: they said on chat that small amounts go instant and large (1btc is large? ...) not... ok I tried 0.2btc still not working. Maybe small are 0.0001?
I am playing btc casinos to avoid sending IDs to casinos (gambling in poland with money is illegal) so again I don't gamble with the money - BTC is anonymous everywhere and now they make big problems, they propably NEVER PAY.
Disputed Casino Joo Casino
Amount BTC1.2

Discussion

User name
@kamilmor,
It's a nice practice to confirm if your complaint is resolved or not, thank you.
User name
@kamilmor,
Is this complaint resolved, did you received your deposit back?
User name
Hello everyone,

We would like to clarify the issue with the player. Regarding the ID, we have strict policy, according to which we reserve the right to request documents to verify player's identity. Here is what is written in our terms:

«The Company reserves the right to check player’s identity prior to processing payouts and to hold withdrawals for the time needed to check the player’s identity. In case of false personal data provided by the players, the withdrawal can be refused and the user account can be terminated. The player will be informed thereof by email.» Our Terms are applied for all currencies, including Bitcoins.

Unfortunately, the information the player provided to us is not enough to verify their identity. We would like the player to provide chat transcripts where it is clearly seen that support chat operator stated that no ID is required in case of BTC withdrawals.

The second issue is that player exploited a bug in our system, which allowed him to transfer bonus money into real money. According to our Bonus Terms: “Delaying any game round in any game, including free spins features and bonus features, to a later time when you have no more wagering requirement and/or performing new deposit(s) while having free spins features or bonus features still available in a game is prohibited. Players doing so agree to have their bonus and associated winnings declared void.”

We have paid the player his deposit back.

Best regards,
Princess Star Team.
User name
Any news?

Joo Casino Complaint Stats

Resolved 19 / 23
Avg. Amount $923
Avg. Complaint Duration 5 days
Avg. Response Time 2 days
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.
Status solved Resolved
€460
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.
Status solved Resolved
€625