Reclamação #6 Joo Casino

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

Por lavinpham

há 2 anos

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.

Cassino em disputa Joo Casino

Motivo Problemas de verificação

Valor €10850

Discussão

AskGamblers

• Support Team

há 2 anos

Dear all,

Following a careful review and consideration of all the information, details, and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team concluded that Joo Casino management acted per their Terms and Conditions.

Unfortunately, three disputed deposits have been automatically returned to the submitter's account due to issues with the Payment provider, and therefore winnings made by using those deposits have been canceled.

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.

lavinpham

há 2 anos

I called the Bank and received confirmation that there were no errors in these payments. On the 29th joocasino canceled the payment so the money was returned. It was on the 29th, not the 27th, when I successfully paid.

lavinpham

há 2 anos

The above amount is due to you returned after 2 days. I deposited successfully and there were no errors. Don't make excuses for not paying winnings to customers.

Askgamblers Team, Can you give me some advice about this? Thank you.

Joo Casino

• Representative

há 2 anos

Hello LAVINPHAM,

As mentioned yesterday, we conducted a thorough analysis of your account and determined that deposits amounting to 500 EUR, 500 EUR, and 300 EUR (totaling to 1300 EUR) were not received by us. Consequently, our system automatically refunded these deposits (1300 EUR) to your bank account, as evidenced by the provided screenshot of your bank statement. The deposit that was not returned to your bank account was received by us, and you subsequently played with it.

Due to the fact that the deposits of 500 EUR, 500 EUR, and 300 EUR were not received by us, any winnings from them cannot be considered valid.
This situation arose due to complications with the payment provider, it is important to note that the identification and resolution of this issue were time-consuming, and we had no control over the speed of its resolution or the ultimate outcome.

Raio-X do Joo Casino

Resolvido 2 / 2

Valor médio $6,174

Duração média da reclamação N/A

Resposta média N/A

Joo Casino Reclamações

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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.

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