Joo Casino - El reembolso del depósito del jugador se ha retrasado.

Three weeks ago, I opened an account at Joocasino. After making a deposit, my account was suspended without any reason given. I received an email asking for my bank details to process a refund of the 100 Euros I had deposited. Since then, I've been waiting, and the casino keeps telling me the same thing: that it is being processed and to please wait, etc. I want this issue to be resolved and to get my money back. I am asking for your help!

Ich habe vor drei Wochen ein Konto bei Joocasino eröffnet. Dieses wurde mir nach Einzahlung ohne Angabe von Gründen gesperrt. Ich habe eine Email erhalten in der nach meinen Bankdaten gefragt wurde um mir eine Rückerstattung über die eingezahlten 100 Euro zu überweisen. Seitdem warte ich und das Casino erklärt mir immer das gleiche. Es ist in Bearbeitung, ich soll warten usw.....ich möchte die Sache endlich abgeschlossen haben und mein Geld zurück. Ich bitte euch um Hilfe!

Dear nataliebordasch,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please forward me the email from the casino regarding the suspension of your account and the details for the refund? My email address is veronika.l@casino.guru.

Have you submitted any identity documents to the casino for verification?

Do I understand correctly that your account was suspended immediately after you deposited the money, and you did not play any games with your deposit?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I have just sent you the requested documents. No ID was required, just my bank details.

Die gewünschte Unterlagen habe ich Ihnen soeben zugeschickt. Es wurde kein Ausweis verlangt, lediglich meine Bankverbindung.

I have received my money and the case can be closed. Thank you very much!

Ich habe mein Geld erhalten der Fall kann geschlossen werden. Vielen Dank!

Dear nataliebordasch,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru