Joo Casino - Spelarens konto har stängts, vinster har inte tagits emot.

I made a number of deposits, finally won a few euro but they did not accept my documents. Despite a number of documents being supplied, namely a bank statement, utility bill, tax documents etc with all the necessary data. I contacted support, utility bill was accepted but then unaccepted wrote several complaints on various forums, but they did not provide any help just upload pdf then upload picture, the jpg not accepted upload Pdf . I requestsd my account be closed which it was and i never received rhe winnings of €300 which were won fair and square.

Dear Geoghegankg,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Is your casino account closed? If yes, when was it closed?

Did you have any pending withdrawal requests at that time?

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,

Dominika

I supplied all documents required. I provided a number of different documents all with my address, a utility bill, a mortgage statement, a bank statement which was over 90 days old but was the only one I had, a tax document, insurance documents all which were refused. My last documents uploaded were on the 2nd February. My ID was fully verified and my Bank Card/payment details were verified. At one stage while on a call with support they advised that my address was now verified but then changed their minds and stated it was no longer verified. I had a €300 withdrawal pending at the time of closure.

Dear Geoghegankg, when exactly was your account closed?

Did you discuss with the casino if you can close your account while a withdrawal request is pending and whether you will still receive your money?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

My account was closed on the 2nd Feb 2025 at my request due to the frustration of now being allowed to verify my account. As stated a number of documents were forwarded to the casino and despite a number of attempts to resolve the issue with the support staff I was getting no where even though as previously stated ro you they had verified my address document and then unverified same. As far as I am aware the withdrawal was cancelled at the same time as my withdrawal request. No discussion further to this was had with the casino and I do not have the correspondence

Dear Geoghegankg, do I understand correctly that your withdrawal request was canceled when your account was closed?

Was the proof of address the final verification needed?

I have not received any communication with the casino from you. Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots.

Dear Geoghegankg,

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.

Yes you do understand correctly my withdrawal request was canceled when my account was closed. I requested the account closure out of frustration and the complete lack of assistance.

Proof of address was the final verification needed and at one stage the verification i provided which was a utility bill was accepted by the support worker on the online chat but then refused she stated she had mistakenly approved it. The casino support worker kept telling me the document was doctored however it was a PDF document directly downloaded from the utility provider. Then when I provided other documentation such as bank statement, tax statement these were not acceptable even though their terms and conditions advised these documents would be acceptable as proof of address. All other forms of ID, proof of payment etc were verified.

I do not have any copies of the communication with the casino as it was all done over the online chat helpline and as my account is closed I do not have access to same.

Thank you very much, Geoghegankg, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you Geoghegankg for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Joo Casino for their help in resolving this complaint. We would like to know why was the player's withdrawal canceled and what can we do to help resolve this issue.

Thank you!

Hello Geoghegankg and Peter,

Thank you for bringing this matter to our attention. We regret the situation and the delays that have occurred.

We are pleased to inform you that, after a thorough review, we have confirmed that you have provided all the necessary documents for account verification. You will be contacted shortly with a request for the details needed to process a refund for the remaining balance on your account. Once we receive this information, we will proceed with the refund process.

Thank you very much for the update Joo Casino representative.

Dear Geoghegankg, we will keep this complaint open until you confirm your refund has been received. Please keep me informed about any further developments.

Thanks Peter and Dominka I very much appreciate your assistance in this matter and for trying to get this resolved. I will let you know as soon as I hear anything from Joo Casino with regards to the refund. Nothing as yet. Fingers crossed.

Dear Peter

Please see attached you will note in their reply to you and I the casino advised they would refund balance of my account which should be €300 however they have now advised they will refund my deposit only.

Hi

Please be advised I have now received my full refund of €300. Thank you for all your help it was very much appreciated

Dear Geoghegankg,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter