Joo Casino - La cuenta del jugador ha sido cerrada.

Good day !

I deposited 2610 euros at Joo Casino!

When I deposited the last 100 euros, my account was deactivated and the account balance was set to zero.

I have no access to the account and have not received any response from the casino to my messages.

I hereby request that the casino refund my deposits of 2,610 euros.

Guten Tag !

Ich habe bei Joo Casino 2610 Euro eingezahlt !

Bei den letzten 100 Euro die ich eingezahlt habe wurde mein Konto deaktiviert wobei das Kontoguthaben auf null gestellt wurde.

Ich habe keinen Zugriff auf das Konto und bekomme keine Reaktion vom Casino auf meine Nachrichten.

Ich fordere hiermit das Casino auf mir meine Einzahlungen von 2610 Euro zurückzuerstatten.

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you played any games with your most recent 100€ deposit?
• What was the balance in your account when the casino closed it?
• Did you activate any bonuses with your last deposit?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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 paid 100 euros and when I was redirected to the casino site my account was deactivated.

My account balance was definitely 100 euros.

I had no active bonus!

My claim is for the €2,610 I deposited into this casino in two days. Because my account was simply closed, I have no chance of reducing my losses.

I invested a lot of money in a game

Ich habe 100 Euro bezahlt und als ich auf die Casino Seite zurückgeleitet wurde war mein Konto deaktiviert .

Mein Kontostand war auf jedenfall 100 euro .

Ich hatte keinen aktiven Bonus !

Meine Forderung sind 2610 Euro die ich in dieses Casino in 2 Tagen eingezahlt habe . weil mein Konto einfach so geschlossen wurde und ich dadurch keine chance habe meine Verlußte zu reduzieren.

Ich habe viel Geld in ein Spiel investiert

No KYC was done and no identification documents were sent.

Es wurde keine Kyc gemacht und es wurden auch keine Ausweisdokumente gesendet.

Dear Manfred,

Thank you for your message. We have carefully reviewed your case and would like to inform you that no confiscations have occurred on your account. There is simply a deposit that has remained inactive. We can, of course, process a refund for this amount.

You can check your bet and deposit history at any time to verify the accuracy of my information.

Lieber Manfred,

vielen Dank für Ihre Nachricht. Wir haben Ihren Fall sorgfältig überprüft und möchten Ihnen mitteilen, dass auf Ihrem Konto keinerlei Konfiskationen stattgefunden haben. Es gibt lediglich eine Einzahlung, die inaktiv geblieben ist. Für diesen Betrag können wir selbstverständlich eine Rückerstattung veranlassen.

Sie können jederzeit die Historie Ihrer Einsätze und Einzahlungen überprüfen, um sich von der Richtigkeit meiner Angaben zu überzeugen.

Why was my account deactivated?

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Warum wurde mein Konto deaktiviert ?

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I can't check anything because my account has been deactivated!

Ich kann nichts überprüfen weil mein Konto deaktiviert wurde !

It is unacceptable that a casino allows you to deposit so much money and then closes the account without warning or giving a reason!

Es kann nicht sein das ein Casino soviel Geld einzahlen läßt und dann das Konto ohne Vorwarnung und Angaben von Gründen schließt !

According to the VIP manager, my account was closed because of my gaming behavior!

Then why does the casino let me deposit so much money!!!!!!

These are very questionable methods!

Laut Vip Managerin wurde mein Konto wegen meines Spielverhaltens geschlossen !

Warum läßt mich das Casino dann soviel Geld einzahlen !!!!!!

Das sind sehr fragwürdige Methoden !

Thank you for your responses. Could you please clarify whether you have ever informed the casino’s customer support that you were experiencing gambling-related problems, or whether the casino blocked your account proactively without any request from you?

How many deposits did you make into this casino, and in what time intervals?

Have you requested that your most recent deposit of €100 be refunded to your account?

Please also forward me all communication between you and the casino regarding the closure of your account. My email address is veronika.f@casino.guru.

Thank you for your cooperation.

Did you receive my communication?

Haben Sie meine Kommunikation erhalten ?

Did they receive my email with the communication?

Haben asie meine Email erhalten mit der Kommunikation

Yes, I have received your emails. Thank you very much. Unfortunately, we are unable to request that the casino refund the deposits you have already used for gameplay. However, we can ask the casino to refund your most recent deposit, provided it has not yet been refunded. Please let me know if you are interested.

Dear Porzellanpaul,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good day !

Yes, I want my money back.

Regards

Guten Tag !

Ja ich möchte das Geld zurück.

Mfg

Dear Porzellanpaul

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Porzellanpaul, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the missing deposits. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Joo Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s deposits were voided and the account deactivated? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hello,

Thank you for reviewing this case. We would like to clarify that the player’s account was closed by the decision of the administration. At the moment of closure, the balance contained the player’s deposit amount of 100 EUR, which is subject to refund.

To proceed with the refund, the player is required to complete the standard verification process. Once verification is successfully completed, the 100 EUR will be returned accordingly.

Please note that there are no grounds for refunding the total sum of all historical deposits.

If any additional clarification is needed, we remain available.

How am I supposed to verify my identity if I don't have access to my account?

These are methods!

Wie soll ich mich verifizieren wenn ich keinen Zugriff auf mein Konto habe ?

Das sind Methoden !

Do I really have to wait for the money that was stolen from me?

The casino has deactivated my account.

They had me deposit 2610 euros. I gambled away 2510 euros. After depositing the last 100 euros, my account was deactivated without warning, and now I have to wait for 100 euros to be credited and verify my identity, which isn't possible because my account has been deactivated!

That's embezzlement!!!!!

In Austria, this is a scam!

I think so too, in the land of the casino.

Muß ich wirklich auf mein Geld warten das mir hinterzogen wurde.

Das Casino hat mein Konto deaktiviert.

Sie haben mich 2610 Euro eimzahlen lassen. 2510 habe ich verspielt nach der Einzahlung der letzten 100 Euro wurde mein Konto deaktiviert ohne Vorwarnung und jetzt muß ich auf 100 Euro warten mich verifizieren was auch nicht möglich ist . Weil ja mein Konto DEAKTIVIERT wurde !!!!!!

Das ist Unterschlagung !!!!!

In Österreich ist das ein Betrug !

Ich denke auch im Land des Casinos.

Dear Porzellanpaul, you yourself mentioned above that you have deposited and gambled away 2,510€, out of deposited 2,610€. Unless some winnings were voided, or you have requested self-exclusion during this time, this seems to me like a legitimate play at the casino and I see no reason for refunding this amount. Since the casino is going to refund your last 100€, I do not understand what seems to be the problem when it comes to the money.

As for the verification, you can verify yourself and the payment method via e-mails, by providing the casino with requested documents and pictures. Please check your mailbox for any messages from the casino requesting the KYC verification, but make doubly sure the request is coming from genuine casino address (should have joocasino.com right after @ sign), and that you are not responding to a phishing attempt of a scammer. Stay safe.

Dear Joo Casino, can you please let us know whether the KYC verification will be done via e-mail, video call or if the account will be reopened in a restricted manner for the time being? Thank you.

Hello,

The KYC verification will be conducted via e-mail. We have already contacted the player with a request to provide the required documents, and we will reach out once again to ensure the information is delivered.

If anything further is needed, we remain available.

Dear Joo Casino, thank you for keeping us up to speed. Much appreciated.

Dear Porzellanpaul, please let me know once you send all the KYC information requested by the casino, so we can stay ahead of the case. Thank you.

I request that the casino send me the email again.

Thanks

Ich bitte das Casino mir nochmals die Email zu senden.

Danke

Dear Joo Casino, can you please re-send the e-mail and CC me (matej.l@casino.guru), to speed things up? Thank you very much.

Hello,

We have sent another email requesting the required verification documents. If the player is not receiving our messages for any reason, they may also submit the documents directly to support@joocasino.com

The required documents are as follows:

1) Proof of Identity

The document must clearly show:

Your photo

Your full name

Your date of birth

The document’s expiry date

Acceptable documents include a national ID card, passport, or driver’s license. Please note: scans or screenshots cannot be accepted.

2) Proof of Address

The document must be no older than 90 days and must include:

Your name

The address registered in your profile

The issue date

Examples include a utility bill or a bank statement.

3) Proof of Payment Method(s)

For bank cards, we require a photo showing:

The first 6 and last 4 digits of the card number

The cardholder’s name

The card’s expiry date

Once these documents are provided, we will proceed with the verification and next steps.

Thank you for the update Joo Casino, much appreciated.

Dear Porzellanpaul, can you please let us know once you submit requested documents to the casino either by responding to their latest e-mail or messaging to support@joocasino.com? Thank you.

Dear Porzellanpaul,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Matej
Casino.Guru