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Joo Casino - Deposited in euro and told cant withdraw

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Unseriöses Casino Joo Spielothek
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Maramix Victoria
Veröffentlicht am 28. November 2020

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..

Maramix Victoria
Veröffentlicht am 29. November 2020

So I realise that was poorly written so I’ll try again.
Essentially what’s happened is I’ve been depositing in euro with neosurf.
When I asked the chat for a bonus I was asked what currency I would like the spins in, I said euro. Only to be told that if I won something I wouldn’t be able to withdraw it because that’s not the currency in my country.
So essentially I’ve deposited 1100 euro for no reason.. it was never brought to my attention during the multiple other bonuses I’ve received in euro either.
It’s basically the same as if a casino stops allowing players from a certain country to play at their casino.. only to leave their account open and allowing them to deposit and continue playing and then telling them “nah sorry we don’t let aussies play here and since you’ve already played the money it’s ours now so bad luck. Thanks for the money tho”
I’ve asked chat about my problem only to be told basically exactly that. That I’ve already played it so bad luck, it’s our money now.
If I wanted to play the slots without any chance of winning I’d just play them on free play. But you’ve intentionally allowed me to continue depositing and haven’t said anything. And I’ve spoken to your live chat multiple times nearly every day for the last few weeks..

And as for my example about a casino leaving an account open and allowing them to continue depositing.. that’s actually happened to me, but unlike your casino. They actually refunded me $8000~ dollars in deposits spanning the months I shouldn’t of been able to play there as soon as they realised. Unlike how I’m being treated here.. atleast house of jack was honest and owned up to their mistake.

Maramix Victoria
Veröffentlicht am 29. November 2020

And since their has been no response here I’ve also sent my complaint with your casino to your your casino licensing provider

Veröffentlicht am 30. November 2020

Dear MARAMIX,

We're sorry to hear about your problem. Please, let us remind we respond to your issue on time, according to AskGamblers complaints system.

We'll check everything and get back to you as soon as possible.


Thank you for your patience.

Best regards,
Joo Casino

AskGamblers
Veröffentlicht am 30. November 2020

Dear @Maramix,

Please let us know if you have filed an official complaint in front of the casino's official regulatory body or not.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Should you fail to update your complaint within the specified timeframes, we will have no other choice but to reject the case.

Thanks in advance for your cooperation.

Maramix Victoria
Veröffentlicht am 30. November 2020

Yes I have from their website, tho I haven’t recieved any confirmation email saying that they have recieved it. So I’m unable to provide any evidence on this. Once I receive a reply I will update this post accordingly.

Veröffentlicht am 30. November 2020

Dear MARAMIX,

We reviewed the case and found that your complaint arises from a misunderstanding with our customer service department. We would like to apologize for providing insufficient information in the first place which eventually led to this complaint. We would also like to provide you with a proper clarification of this unfortunate situation.

While we accept payments in various currencies and provide numerous deposit/withdrawal options there may be some technical limitations. NeoSurf is one of such examples as it supports only deposits for Australia. Players from Australia can only withdraw via VISA Credit Cards (although many banks do not allow transactions to cards made from gambling institutions), Bank Transfers or cryptocurrency.

While withdrawals via fiat currencies for Australia are indeed only supported in AUD, it doesn’t mean that we wouldn’t have paid you out your winnings have you had won in EUR. In times when it is technically impossible to process a payment to a player in a selected currency, we may convert the winnings to another currency suitable for their payment methods. Please, do note-taking this into account that the casino is still not a financial institution and thus shouldn’t be treated as such. Due to the same reason, we do not allow withdrawals of fiat winnings to crypto wallets and vice versa.

We hope that our reply clarifies the case sufficiently enough. Once again, there was no any malign intent on our side and the winnings would have been paid out even if you had had them in a currency not supported for withdrawals in your region by default.

Please let us know if you have further questions or if any issue occurs.

Thank you kindly for your patience and hope on understanding!

Kind regards,
Joo Casino

Maramix Victoria
Veröffentlicht am 30. November 2020

Tbh no I’m not satisfied with that reply.. because had it come to me winning and trying to withdraw you could easily say it’s the other way around.. I feel it’s only because the situation is like this that now it’s a misunderstanding on my part

Maramix Victoria
Veröffentlicht am 30. November 2020

All I wanted was my euro deposits converted to aud.. and I didn’t ever expect the whole amount either.. just some..
It was your employee who said that I couldn’t win off that money and I tend to believe it ::

Veröffentlicht am 1. Dezember 2020

Dear MARAMIX,

We understand your feelings and please accept our apologies for the misunderstanding. Please read our Terms and Conditions carefully.
9.8 The casino is not a financial institution and thus should not be treated as such. Your account will not bear any interests and no conversion or exchange services (including fiat-crypto exchange) will be offered at any time.

Also, we checked your account. We see that you didn't have an active withdrawal that has not been made on the casino part.

Thank you for understanding and patience!

Kind regards,
Joo Casino

Maramix Victoria
Veröffentlicht am 1. Dezember 2020

Umm so did you read your own terms and conditions right?

9.8 The casino is not a financial institution and thus should not be treated as such. Your account will not bear any interests and no conversion or exchange services (including fiat-crypto exchange) will be offered at any time.

How exactly can you say you are going to convert the money for withdrawal when it directly conflicts with your terms and conditions. Not to mention you could use that exact clause to completely deny a withdrawal of any currency other than aud or crypto.
And since you should not be even offering other currency options to countries that aren’t able to withdraw said currency.
I’ll bring this up also with the casino regulatory authority aswell. I will post what they say tomorrow when I wake up.

AskGamblers
Veröffentlicht am 1. Dezember 2020

Dear all,

Following a careful review and consideration of all the information and details presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Joo Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

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