Joo Casino - Over Two Weeks Waiting for Withdrawal

Dear Joo Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Thanks for your reply AskGamblers. No, there's no update yet. Just waiting on a response from JooCasino. I made my 12th 1st wthdrawal request and it's via Skrill and it's been pending since the 26th. I do have a question for AskGamblers though; If I post more images to back up the validity of my claims here, will they be public for all to see? They would contain my personal information and I don't exactly want that to be readily accessible to just anybody online. I would hope they'd be only visible to myself, AskGamblers and the casino I'm making a complaint against.

Dear CLAPTRAPS007,


At first, we would like to apologize for any distress you may have just experienced. Funds withdrawal from any account usually does not take so long, but your case is different from the average.

We reviewed your account and identified the problems we faced while processing your cashout requests. Let's tackle it in chronological order:

You’ve ordered a few withdrawals to your credit card. A few of them were declined by us due to the need to finish the verification process. Your payout to a credit card was rejected as it was revealed later that the card’s bank is not supported for any kind of withdrawals by now (Bank Transfer cashouts included).

You attempted to withdraw to the same bank, Revolut, once we asked you to use a bank withdrawal method. Later our support representative requested you to use another bank account as much as possible, but it turned out that you could not use the services of the bank where you were previously served.

The latter option for us to withdraw your funds is Skrill, which was offered to you as a solution to the problem. We approved Skrill withdrawals on our side, but they were rejected on the side of the payment provider. As soon as this happened, we notified the relevant department, and at the moment, they are working to help you and address the problem at the root.

Just recently, our relevant team got the following reply from the payment provider:  

"Please advise the customer to contact our colleagues from Customer Services at hel­p@s­kri­ll.c­om and they will be able to assist them further". 

From our side, we advise you to follow this advice and contact Skrill by providing their team with the necessary data. Our representatives are looking forward to your soonest reply. 

We really hope that the situation was covered in sufficient detail and are sorry about the way it worked out.   

Kind Regards,
Joo Casino

Thanks for your reply, JooCasino. It's much appreciated to finally get some clarification as to why my withdrawals were continually getting rejected as the information I was receiving while conversing with your online chat representatives was woefully inadequate. And I am still baffled as to why JooCasino would not support withdrawals to Revolute debit card or bank transfer. Millions of people use Revolut bank and it seems odd that I could deposit with Revolut but not withdraw. Maybe Revolut support is something your financial team should address and possible add in the future.
Plus having your online chat representatives tell me to wait 10 days for a Skrill withdrawal to go through, something which should take hours, not weeks confused me. I would have liked to have been alerted to the error much sooner.
I have contacted Skrill and gave them the details of the error you forwarded to my email account. Thanks for your reply and I look forward to resolving this issue very soon.

Dear CLAPTRAPS007,

Unfortunately, not all banks are supported by us, sometimes for reasons beyond our control. But we are working to ensure that our players have many ways to withdraw and deposit.

We would like to apologize once again if you have received any insufficiently informed response. It is important to stay aware of such incidents and work on them.

Our team also hopes that you will receive a prompt response from Skrill so that we can withdraw your winnings and ensure you have a trouble-free withdrawal in the future.

Kind Regards,
Joo Casino

Got an email from AskGamblers asking if this is resolved yet. Unfortunately it's not. I'm still waiting on a reply from Skrill. I contacted them via email and through their "contact us" section on their website. Disappointingly, they've not responded yet. I presume 2 days is a long time to wait for Skrill to get back to you.

Got this response from Skrill:

"Thank you for contacting the Skrill Help Team.

Transfers within the Skrill system are instant. You should receive the funds as soon as the merchant instructs the payment. However, merchants send funds from their sites at their own pace. To find out how long it will take, please check with the merchant.

In case there is an issue on the merchant's side, please contact them directly.

Next time you have a general question about the services we offer, we suggest you get in touch with our Virtual Assistant Sofia who's there to chat with you 24/7 on our Help page.

We hope you find this information useful.

Kind regards,
Skrill Help Team"

It didn't really answer my query about them about the error JooCasino were getting from them - "error validating Skrill credentials: city: must contain English letters only".

Anyways, I cancelled the previous Skrill withdrawal and that was pending for many days and requested another one. Hopefully this hell will end soon.

Dear CLAPTRAPS007,

At the current moment, our department is working to eliminate identical problems with cashouts.

Your case is our top priority for us.

Kind Regards,
Joo Casino

Rejected the withdrawal again, lol. At this point JooCasino is gonna have to load my money onto the back of a carrier pigeon to get it to me. Trying to laugh about it but this is not funny anymore.

Very strangely I just got this email from JooCasino:

"Please contact Skrill Customer Services via [email protected], and they will be able to assist you with your withdrawal issue.
You can provide them with this error: "error validating Skrill credentials: city: must contain English letters only".
As soon as your Skrill wallet issue will be solved, please order the new withdrawal request.
Thank you for your patience and understanding.

Best regards,
Joo Casino Support Team"

This is the 2nd time I'd received an email like this and any member of staff tended to the complaints section here they would know this. And would also know I've already contacted Skrill about this. They seemed oblivious to the problem in their email.

Anyways, two more withdrawal rejects totalling 15 overall across 3 payment methods and I finally caved out of dejection and frustration and played with funds returned to my balance after the 15th time. Sufficed to say, I was bereft of any luck and lost it all. You won Joo Casino, congratulations.

I guess as there's no more withdrawal for me to request I guess AskGamblers can conclude that this matter is resolved. Not by virtue of Joo Casino's help to solve the issue and ensure I got the withdrawal I requested many times but by myself succumbing to temptation and losing it all.

This was by far the worse experience I've ever endured with any casino in around 15 years and I will never again deposit to Joo Casino or any other casino under the DAMA N.V. umbrella. They've been grossly incompetent through out the entirety of this matter and as a result I cannot deem them trustworthy. Also, they offered me zero protection against losing my winnings by constantly reinstating the winnings in my balance 15 times and consummately failed to resolve a simple withdrawal issue over the guts of a month period.

Thanks to AskGamblers for providing a corner of the internet to help resolve this issues, unfortunately myself and Joo Casino seemed to be at an impasse this time.

Regards,
ClapTraps007