Joo Casino - Pelaajan tilin sulkemispyyntöä ei ole huomioitu.

I am requesting your assistance regarding JooCasino’s refusal to process my repeated requests to permanently close my account.

I have requested the permanent closure of my account seven times.

In every request, I clearly stated that:

I wanted my account to be permanently closed.

I did not want a cooling-off period.

I did not want any bonuses, VIP offers, or retention offers.

Despite this, JooCasino repeatedly ignored my instructions and instead offered bonuses, VIP benefits, and cooling-off periods in an attempt to persuade me to keep my account open.

After my seventh request, they stopped responding completely. Their last reply was on Monday, and I have received no response since then. My account is still active, and I am still able to log in.

I believe JooCasino has failed to respect my repeated and explicit requests for permanent account closure and has delayed the process by repeatedly sending retention offers instead of closing my account.

I am simply requesting that my account be permanently closed without any further delay.

I have retained the full email correspondence documenting all seven requests and the operator’s responses, and I can provide it if required.

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Dear Baabz,

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

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear Baabz,

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.

The player sent us the following email:

Dear Veronika,

I wanted to provide you with an update regarding my complaint.

Shortly after I contacted the Curaçao Gaming Authority, JooCasino finally processed my request and permanently closed my account. I have received written confirmation that my account has been closed.

As a result, my issue has now been resolved, and I no longer require further assistance with this case.

Thank you very much for your time and your willingness to help. I truly appreciate it.

Kind regards,

A. R.

Dear Baabz,

I’m very glad to hear that your issue has been successfully resolved. I will now mark the complaint as resolved in our system.

Thank you for your cooperation throughout the process. If you ever experience any problems with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center — we’re always here to help.

Best regards,

Veronika

Casino.Guru