Joospin Casino - Player's winnings have been confiscated.

I won money on Fortune Garuda 500 that was $2250 - i won this legitimately as a 500x landed

they are saying i had suspicious betting activity & then that i altered play

i have no idea what they are talking about

the way i have alsys played for the last 10 years is

i start at the small & when i win a bit or after 10 spins i increase or decrease depending

i also use a mixture of auto & non auto spins

sometimes i get distracted by my kids & need to look away and attend to them & then come back

i dont even know what they mean - i have asked & they are on repeat - but not actually explaining to me but saying tehy explained

they have refused to give me the details of their licensing & telling me to find it all themselves

they say they have looked into my complaint - & wont change their minds

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to better understand your situation.

• Have you made any successful withdrawals from this casino before?
• Have you completed the full KYC verification process, or at least submitted any identity documents to the casino for verification?
• Did you accumulate your winnings with or without a bonus?
• Did you accumulate your winnings by playing only Fortune Garuda 500, or did you switch between different games?
• Did you notice any irregularities or errors during your gameplay, such as no losing bets, an unusually high number of bonus rounds, or unusually high winnings?

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

Hi Veronika,

thank you

Have you made any successful withdrawals from this casino before?

No this was the first time I was withdrawing

Have you completed the full KYC verification process, or at least submitted any identity documents to the casino for verification?

Yes I have

Did you accumulate your winnings with or without a bonus?

Without a bonus, I deposited $25

Did you accumulate your winnings by playing only Fortune Garuda 500, or did you switch between different games?

I switched between different games, I have my favourites & bounce between them - I had been in another just prior

Did you notice any irregularities or errors during your gameplay, such as no losing bets, an unusually high number of bonus rounds, or unusually high winnings?

No irregularities or errors or timeouts , no nothing,

I was running low & then when Garuda through a 500x down, and did the toggle between 1x & 500x

It toggled to 500x - I quickly showed my husband, as I’ve never had a 500x & he said is that for a bonus & I was like I don’t believe so, checked my main page & it was all able to be withdrawn

My husband said take it out now, so I did

Only to be then rejected stating suspicious betting

I’ve asked & asked & they say I did something in my betting which altered the outcome - I asked what & they couldn’t tell me but continued to say the system pulled it up & that the system is not wrong & that I was doing something dodgy

I honestly have no idea what I’ve done or alleged to have done

Thank you for looking into this

Alexandra W.

Dear ALXS

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, Igor (igor.p@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

Dear ALXS,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Joospin Casino Casino and I hope that together we will come to a successful resolution of your issue.

I will now try to contact a Joospin Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Joospin Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Nice to meet you Igor

snd thank you

I had another case that lost me $500, initially said it was my betting & when I challenged they ended up saying it was a Jili issue - but also stated they will not follow through with the win - that was a week I think before the Joospin one happened & some mates the same & I was then thinking - no they actually doing this to us because we are in aus - that’s why I decided to do something this time

it was a different casino & slot last time also

but yea seen this happening so much - including deposits not going in & on one of mine the pay id changed 4 times while I was trying to process the deposit

so yea, I guess I’m sick of being ripped off & I won that money fairly and no nothing - I nearly fell off my chair showing my husband

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear ALXSmargs,

I am unable to get in touch with the casino representative. There is no official e-mail address, no owner or operator info and when I approached live chat agents, it's like talking to a sack of potatoes. There is just no way to reach anyone who could deal with this issue on their end, and I think it would be unfair to keep your hopes up for another week, when it is more than clear that nothing will be done about your complaint. I'm afraid there is not much that can be achieved without cooperation from their side.

Due to the above, I will close this complaint now and mark it as "unresolved" in our system, and it will negatively impact casino's future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no license, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.

Best regards,

Igor