Joo Casino - La cuenta del jugador ha sido cerrada y sus ganancias confiscadas.

My account was verified and my documents were accepted before I started playing. My deposits were also accepted without any issue.

I deposited approximately 90 EUR and later won around 400 EUR. However, when I requested a withdrawal, the casino informed me that players from Slovenia are restricted and that my winnings would be confiscated due to terms violation.

I do not understand why my account was verified and allowed to deposit and play if my country was restricted. This issue was only raised after my withdrawal request and after winnings were obtained.

The casino closed my account and decided to refund only one deposit instead of my balance/winnings.

The casino requested full verification documents, including ID and selfie verification, and allowed me to continue using the account and depositing funds. The issue regarding my country restriction was raised only after I requested a withdrawal of my winnings.

I believe this is unfair and I kindly ask for a review of the case.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Joo Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please clarify the timeline of events surrounding your verification? When was it completed? Do I understand correctly that you deposited and achieved your winnings only after you passed account verification?
• Is your player's account filled out with accurate personal information, including your country? At which point have you filled out your country in your player's profile, to your knowledge?

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

Best regards,

Tomas

Hello,

Thank you for your reply.

I would also like to point out that I received inconsistent information from the casino regarding refunds. In one e-mail, I was told that deposited funds could be refunded, while in later e-mails I was informed that only the latest deposit could be refunded.

I registered my account using my real and accurate personal information, including my real country (Slovenia). I also provided all documents and information requested by the casino during the verification process.

I was a player at the casino only for a short period of time, approximately a few days.

I honestly do not remember at which exact point the verification was fully completed, but I know that my real information and country were always visible to the casino. My deposits were accepted and I was allowed to continue playing normally before the issue regarding my country restriction was raised.

I mainly played slot games and used standard casino bonuses/free spins connected to deposits. My significant winnings happened after my last 20 EUR deposit while playing Gates of Olympus.

The issue regarding my country being restricted was only raised after I requested a withdrawal. After that, my account was permanently closed and I no longer have access to the casino account, live chat history, or previous verification information.

Thank you for your assistance

I would also like to add a clarification regarding the timeline.

My account registration/confirmation started on 22.4.

On 23.4. I was already going through the verification process and submitting verification documents/selfie requests requested by the casino.

My withdrawal was canceled only later, on 26.4., when the casino informed me that my country was restricted.

This means the casino already had my real personal information and verification documents before my withdrawal was rejected.

Additional proof of my deposits and timeline from Neteller.

Deposits were made on 22.4., 23.4., and 25.4., before my withdrawal was rejected on 26.4

Dear maaiaaa,

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, Samuel (samuel.s@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,

Tomas

Dear maaiaaa,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Joo Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Joo Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello,

Thank you for your attention to this matter.

Dear Samuel, we have provided our clarification regarding the case via email together with the relevant supporting materials from our side.

Hello everyone,

Dear Joo Casino,

I confirm that I have received and reviewed your email together with the supporting materials provided. I have now followed up with several additional questions and clarification points regarding the enforcement of the restricted jurisdiction policy, the timeline of the account activity, and the overall proportionality of the actions taken in this case. For now, I will wait for your further clarification before proceeding with the assessment of the complaint.

Dear maaiaaa,

thank you as well for your patience so far. I am currently continuing the review of the information provided by the casino and will update the thread again once I receive their additional clarification.

Dear Samuel,

Thank you for the update.

We have replied to your email and provided our additional clarification regarding the points raised. We hope this helps clarify our position and remain available should any further information be required from our side.

Hello maaiaaa,

We would like to update you that due to Samuel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Samuel has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Samuel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello everyone,

first of all, I would like to apologize for the slight delay in my response.

Dear Joo Casino,

thank you for your email and for the additional clarification you have provided. I have reviewed the information and have sent you my assessment and position regarding the case by email. For now, I will wait for your response and any further update from your side before proceeding with the final evaluation of the complaint.

Thank you both for your patience and cooperation. I will update the complaint thread again as soon as there is any new information.

Dear Samuel,

Thank you for your update and for taking the time to review the case.

We have replied to your email with our comments and additional clarification. We will now await your feedback and remain available should any further information be required from our side.

Hello everyone,

thank you, Joo Casino, for your latest reply, as well as for the additional information and supporting evidence provided via email. I appreciate your cooperation and the effort you have made to review the case once again.

Dear maaiaaa,

I would like to provide you with an update regarding the latest developments.

Following our further communication, the casino has acknowledged that the jurisdiction restriction was not properly enforced when your account was created and reviewed the case on the assumption that the jurisdiction issue had never occurred.

According to the information and evidence provided, the casino concluded that the balance in question originated from your third deposit bonus, under which you received a €10 bonus. The casino further explained that, under the Bonus Terms applicable at that time, the maximum withdrawal from this bonus was limited to 10x the bonus amount, meaning €100.

The casino has also confirmed that you have already received €20 and has informed me that it is prepared to pay the remaining €80, bringing the total amount received to €100, which, according to the casino, represents the maximum withdrawal permitted under the applicable bonus conditions.

The casino has also provided me with the relevant betting history and bonus records supporting the above explanation.

Thank you both for your patience. I will provide another update once I have completed my review.

Dear maaiaaa,

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,
Samuel
Casino.Guru