Joo Casino - El retiro del jugador ha sido cancelado.

Two days ago, I requested a withdrawal. However, after 24 hours, the payment was canceled. No one in the chat is responding to my question about why the payment was canceled. I uploaded all necessary documents, and they are under review. Yet, the withdrawal to LTC was canceled.

Позавчера поставил на вывод. Но через сутки отменили выплату . в чате никто не отвечает на мой вопрос почему отменили выплату . все документы занрущил . они в обработке . но выплату на LTC отменили

Dear Antonno,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’re facing with your withdrawal.

To help us better understand the situation and assist you more effectively, could you please provide the following details:

• Did you use any bonus funds to accumulate your winnings?
• What type of games did you play when you earned these winnings?
• Have you received any additional communication from the casino regarding the cancellation of your withdrawal, or any updates on the status of your documents?
• Did the casino provide any reason for canceling the payment, or was it just a generic cancellation message?

Please feel free to forward any relevant communication or documentation to petronela.k@casino.guru. This information is crucial for us to proceed with your case and help resolve the issue.

Your cooperation is vital for us to mediate effectively with the casino and assist you. Without your input, we may not be able to proceed with resolving this complaint.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an extremely high volume of complaints, we kindly ask for your patience. While we aim to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you happy holidays!

The casino sent a response that I need to go through verification through the system

Sumsab. I uploaded a selfie there but a bank statement. They don't accept it. Although all casinos accept it. It's from December of this year. Tell me what else I need to provide to this casino for withdrawal.

Казино прислало ответ что мне надо пройти верификацию через систему

Sumsab. Я загрузил туда селфи но выписку из банка . они не принимают . хотя все казино ее принимают . она от декабря этого года . скажите что мне еще надо предоставить этому казино для вывода

Thank you very much, Antonno, for providing all the necessary information. I will now transfer your complaint to my colleague, Kubo (jakub.m@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear Antonno,

I sincerely apologize for the delay in my response. I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Joo Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Joo Casino,

I kindly request detailed information regarding this case, specifically the reasons for the cancellation of the player's withdrawal. Additionally, could you please provide an update on the current status of the player's verification process?

Thank you in advance for your prompt response.

Best Regards,

Kubo

Are you serious? It's been 8 days since I filed my complaint and only now you're telling me you'll talk to this casino? How much longer do I have to wait for them to respond? 5 or 10 days?

In general, the situation is that the day before yesterday I lost all my money, namely 506 dollars and after the casino deliberately delayed the approval of my documents in order not to pay and drag out time so that I lost my money. But I still want to go through verification with them and get an answer specifically about how my bank statement did not suit them, that they rejected my payment 4 times.

Вы серьезно ? Прошло 8 дней с момента подачи жалобы . и только сейчас вы пишите мне что поговорите с этим казино ? Сколько еще надо подождать пока они ответят ? 5 или 10 дней ?

Вобщем ситуация такая что позавчера я проиграл все свои деньги а именно 506 долларов и после специального затягивания казино одобрения моих документов для того чтобы не платить и тянуть время чтоб я проиграл свои деньги. Но я все же хочу пройти у них верификацию и получить ответ конкретно чем моя банковская, выписка им не подошла что они 4 раза отклонили мою выплату .

Dear Antonno,

We would like to clarify the situation regarding the documents you have provided. Due to certain observed factors, we kindly request that you upload a photo of the card associated with the statement you submitted.

Why do you need a photo of the card if the deposit was made with cryptocurrency? Do you need a photo of the card from 1 side or both? Do some numbers need to be covered? Can you write more specifically what is needed?

And the second question, I received a letter from you today that I was disconnected from bonuses. But I only had one deposit with you under the bonus on the first deposit. What is the reason for this behavior of yours?

А зачем вам фотография карты если депозит был с криптовалюты ? Фотография карты вам нужна с 1 стороны или обе ?какие-то цифры надо закрывать ? Вы можете писать конкретнее что необходимо ?

И второй еще вопрос мне сегодня пришло письмо от вам что меня отключили от бонусов . но у меня был только один депозит к вам под бонус на первый депозит . с чем связано такое ваше поведение ?

The front side of the card showing the first 6 and the last 4 visible digits will be sufficient.

This additional verification is required due to the analysis of your account and activity. We apologize for the inconvenience.

Okay, today or tomorrow I will send you the card to your casino email.

I remind you that you did not answer the question why you disabled my bonuses in your casino? Although I used only 1 bonus for my first deposit? Aren't you ashamed? And I even find it a little funny. Am I really going to play in a casino where I can't pass verification for more than 10 days. Who gave you such a high rating with such an attitude towards players on this and some other forums. It's not clear

Хорошо сегодня или завтра отправлю вам карту на почту вашего казино .

Напоминаю вам что вы не ответили на вопрос зачем вы мне отключили бонусы в вашем казино?. хотя я использовал всего 1 бонус у вас на первый депозит ? Вам не стыдно ? А мне даже немного смешно . неужели я буду играть в том казино в котором я больше 10 дней не могу пройти верификацию . кто вам дал такую высокую оценку при таком отношении к игрокам на этом и некоторых других форумах. Непонятно

I sent you a photo of the card. Regarding checking the gaming activity. I also think it needs to be checked. Since I played at rates of 0.30 -0.60 USD in the same provider, this is really very suspicious. And also the fact that I won 360 and then 506 dollars from a 30 dollar deposit also seems very suspicious to me.

I am still waiting for an answer as to why my bank statement was not accepted and why in response to my letters to you

You did not answer the player why you do not accept his documents.

And the second question about bonuses, I still don’t understand how a casino can turn off bonuses for a player after the first deposit and winnings?

Since you don't respond to anything specific in the chat or to emails, I would like to hear your responses here as part of my complaint.

Я, выслал вам фото карты . по поводу проверки игровой активности . мне тоже кажется ее проверить необходимо . так как я играл по ставкам 0.30 -0.60 USD в одного и тоже провайдера, это действительно очень подозрительно . а еще то что выиграл с 30 долларов депозита 360 а потом и 506 долларов тоже мне кажется очень подозрительно .

Я все еще жду ответа почему моя выписка из банка не была принята и почему в ответ на мои письма вам

вы не ответили игроку почему вы не принимаете его документы .

И второй вопрос по бонусам я так и не понял как казино после 1 депозита и выигрыша . может отключить бонусы игроку ?

Так как вы в чате и на письма не отвечаете ничего конкретного . я хотел бы услышать ваши ответы здесь в рамках моей жалобы

Dear Antonno,

Firstly, I’d like to address your concerns regarding the timeframe of my response. I replied to your complaint within 5 days, as indicated by the response timer in the upper right corner of the complaint platform. Please note that our platform handles a significant number of complaints simultaneously, and each resolver is managing far more cases than you may realize. While we strive to respond as promptly as possible, it’s not always feasible to address every complaint immediately.

I understand how frustrating this situation might be. However, I regret to inform you that since the funds in question have already been played out, I am unable to assist further and must reject your complaint, as there is no remaining amount to dispute.

Regarding the issue with your verification, the casino has already provided you with instructions on how to proceed, and it appears that you have followed them accordingly.

For future reference, if you encounter issues with withdrawals and submit a complaint, I kindly advise refraining from using the funds in question until the matter is resolved. This ensures your complaint can be addressed thoroughly and without complications.

If you have any further questions or need assistance with another matter, please feel free to reach out. Thank you for your understanding.

Best Regards,

Kubo