Joo Casino Complaints

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

Declines withdrawal over and over

Joo casino has now declined my withdrawal request of 500$ aud 3 times now for no reason at all and they say the bank end declined it and to try again keep putting it back into my balance , i’ve spend thousands and thousands at this casino and i’m getting no good answer or reason as to why this is happening. i need to withdraw my funds asap please help and to top it off they say the only method to withdraw is bank transfer min 500$ so i got it to 500$ and still denied request. help

Resolved

$500

Casino does not offer responsible gambling tools

Five days ago I attempted to access responsible gambling tools on Joo. There are none available on my profile, and it is required that I contact support to access the link to use these tools. When I attempted to contact support, there was, and has been to this point, no chat available, and sent my request, and concerns about not having reasonable access to these tools, via their email contact form. Two days later I hadn't received any response regarding my concerns, but I did receive 50 free spins. I feel this is reckless and completely contrary to the purpose of offering tools to someone who may have a gambling problem.

To this date I have still not had any reply from Joo. I tried again this morning, and there are still free spins waiting for me, no chat support available, and no responsible gambling tools. As a person who has a gambling problem, I feel it's unacceptable. I am submitting screenshots of my account to show the absence of said tools, my letter sent requesting these tools sent days ago, and screenshots of me reaching out via email again this morning, as there is still no chat available.

Thank you for considering this complaint. I think it's at best irresponsible to offer support in theory but not in real time, and at best predatory behavior,

Tammy

Resolved

Unfairly accused of delaying bonus feature

The worst thing has happened, I was playing at this Joo Casino on a match bonus. I tried a new game and was betting $1 then I got the feature!!! It was 7 drops (spins) and the winning began. Each drop was increasing the multiplier and the credits were racking up. I couldn't believe my 7bdrops turned into 30 or more. Total won $398 But once the feature was over I hit spin just as I would any other time except the winnings dissapeared and I was left with $2.70. I don't know why or what happened but I left going directly to luve chat to report the glitch. But to my utter amazement iwas accused of delaying something which is akin to cheating, and no matter how many times I explained that I had no clue what ewas meant by this term delaying...I was told that I wasnt playing correctly a d to write to the support at joo casino. So I took my game history and emailed the address chat game me. Well I got a form letter back telling me delaying is forbidden etc etc and they've taken my entire win of $398 plus they took away the bonus I was playing the playthrough on as well. So I'm begging you to help investigate the games glitch as well as the conduct of the casino. I have tried explaining I've cried I've done nothing at all to breech the terms and conditions. I am sending you the emails, the game history and I'm going to try to locate the live chat transcript for your investigation. Please dont allow this casino to take away winnings becausrbof a glitch or an unfounded accusation. Delaying isnt a term I've even heard of. Thank you

Resolved

$398

Unable to play due to payment issue and no way to return my funds

I made a deposit in Canadian funds to this casino site and when I tried to play it said I had no euros to play with. Each time I tried to change the currency back it would keep defaulting back to Euros. After 2 hours with support they could not resolve the issue so I asked for them to credit me back the deposit and they told me they can not credit back to my bank or credit card. They said I need to make another deposit to the site using ecopayz. I was reluctant to do that seeing they were already having issues. I checked to see about opening an ecopayz account and the site does not issue new ecocards outside of Europe. I am in Canada. Basically there is no way to get money back or support any payments to anyone who may be in the same situation in Canada and possibly elsewhere. The deposit was only for $40, but that can be better used outside of their incompetent pockets. Also there is no indication on their site that withdrawals could not be processed to credit cards. Your site also indicates they do offer multiple withdrawal options which don't seem to be available.

Any assistance in resolving this is appreciated

Resolved

$40

Delayed €2,031 payment

Hi,

I deposited 2000 euros to JooCasino and played live blackjack at July 12, 2018. I didn't use any bonuses. When I stopped playing I had 4000 euros real money balance. They paid almost half of that sum very quick. But since of August 08, 2018 I have had total 2031 euros "pending withdrawal". A month waiting is too much. All documents have been accepted at July 12, 2018.

Resolved

€2,031

Unfairly closed my account and took winnings

I played in this casino for three days. Won $161. Requested a withdrawal. I received an email asking to upload a photo of the passport, a screenshot of ewallet and Selfie with a passport and a note "Hi Joo Casino 09.07.2018", I sent them these documents. Then they asked to upload a Selfie with Live chat. (Please contact us via Live chat and make selfi on the background of an open chat), I also made it and uploaded in my profile. After that, in the profile, in the Documents tab, the status of all documents was Approved. But after a few minutes I received an email: "Unfortunately, we are forced to inform you that your account will be closed and all funds are confiscated by the decision of the security service of the casino. The company has a strict anti-fraud policy.If a player is suspected of fraudulent activities that include, for example: - participation in any type of collusion with other players " I disagree with their decision and want to challenge their unlawful actions. I do not know anyone else who plays in this casino.

Unresolved

$161

Refusing to pay winnings citing violation of some undefined term

I've been playing at Joo casino for a long time and was actually with a VIP status. I've never had any problems there before this. 2 weeks ago I took their Tuesday 55% deposit bonus with a deposit of 182€, wagered through it and finished with a balance of 1737€. Next day I received an email that I have been abusing their promotions, which I haven't. I've read the T&C through several times after and prior to this incident and there is nothing stating such. Now they are refusing to pay my winnings + informed me that since I have broken their terms they will not return my deposit. I asked them to outline which terms I've broken but they were unwilling to say, simply stating that I have broken their T&C. As far as I know I haven't broken any terms.

Unresolved

€1,737

Confiscated winnings and closed account without any further explanation

Hello , i registered Joo Casino made deposit and received 1st deposit bonus , i played different games and when i go to reactoonz i won 1282 EUR. After that i completed wagering requirements and requested withdrawal. They ask me verify my account i uploaded documents and they was verified , and i request withdrawal again. Next day i received email that they want slefie with paspsort and list of paper "Hi Joo Casino 13.06.2018" . I sent , few hours later i recieved email that my account closed and fund confiscated by administration decision.

Unresolved

Troubles Requesting Withdrawal

Today I registered at this casino. I am a player from the Netherlands and I was able to register my account here. Made a deposit of 20 euro by ideal.

I could not see any games so I started to talk to te live chat. They told me players from the Netherlands are not allowed. So I asked to pay me the money back to my account. Thay told me I could do it myself, but I have to select my country before I make a withdrawal by trustly. I cannot select Netherlands so I started to chat again to the live chat. They told me I have to make a VPN connection and change my IP details into a other country which is allowed to play at this casino.

I really tried some thing but I cannot make the withdrawal. I want the money back....

Resolved

€40

Delayed payment 1000 euro

I have been waiting 4 days now for my withdrawal. And support cannot tell me when it will be sent. They say the manager has to approve. I dont understand why as i didd not play with any bonus and its not a huge amount. Also i am verified and have withdrawn money before without any issue. Surley it cannot take 4 days to review my account?

Resolved

€1,000

Unjustified confiscation of 3003,90 Euro and account closure

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.

Unresolved

€3,004

First deposit bonus spins of 25 starburst spins not issued as advertised

i deposited 20 euro at princess win on January 07, 2017 17:07. my 25 free spins on starburst were not issued with my first deposit bonus as per their promotion "Boost your play With your first deposit. All new players making their first deposit at PrincessWin Casino will get a 100% bonus up to €100 + 25 FREE SPINS in the STARBURST game. I have tried to connect to them via chat however they have not been been on and i have not seen them on at all since i have registered my account. i have sent at least 4 emails and left messages asking them to apply my 25 free spins on starburst however it has gone unanswered. it has been 10 days since i have made my deposit and i have checked each day at various different times hoping to chat to them via their live chat but they are " Our agents are not available right now. Please leave a message and we'll get back to you" i have left messages and and also submitted various contact form which go unanswered. i dont not know how to get a reply or a response from them relating to my 25 free spins from the first deposit. I have met the required necessary requirements in order to be entitled to my 25 free spins but it seems that i have deposited my 20 euro and nothing has been done in relation to assisting with players inquiry. it should not take more than 10 days to respond to a player's request ??? below is evidence of my deposit made. Date Status Action Payment system Amount January 07, 2017 17:07 Accepted Deposit Credit Card 20 EUR in their terms and condition , The minimum deposit of $/€20/0.05 BTC is required to receive the First Deposit Bonus. The First Deposit bonus issued is valid within 2 weeks period from the date of receipt unless otherwise stated in the specific promotion. Any remaining or unused bonus at the end of the stated period will be removed from the player’s account. The casino has the above listed in their terms and condition. I wish to seek a refund from princess win casino for my deposit made in the amount of 20 euro as what they has advertised in their promotions section has not been honoured and i have made various attempts in order to allow the casino to respond of provide some sort of reply in relation to my account and deposit.I have been very fair and believe this casino is happy to receive player's deposits but does not assist in any account maintenance. the promote that their offer live chat however i have yet to see that their casino offers live chat.

Resolved

Refusing to pay and accept verification deposit

Hi,i won 50 euro at princess star casino,had my ID verified but they refuse to let me make a deposit to cash out the money.The site clearly states they accept Neteller as deposit option but support told me they no longer accept Neteller.I checked their site after more than a week and Neteller is still listed as an option. I sent another email to ask them if they accept MasterCard Debit issued by Neteller for deposit and withdrawal,they told me they do but my MasterCard deposit was declined too. I tried another Neteller deposit again and now the site show system error but listed the deposit as pending when it should be instant.

Resolved

€70

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.

Resolved

BTC1

Joo Casino Complaint Stats