Joo Casino - Pelaajan voitot on takavarikoitu.

Deposited using crypto and fully verified my account then I won $400 and tried to redeem my winnings and was told to submit more documents which I did including my picture and banking statement which was then verified also, to be blocked in the end. Money stolen from me.

Dear kbdallas22,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that you have lost access to your casino account?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

I was given a deposit bonus and played all slots games until entire playback requirements were met. It was then at that point I went to withdraw my funds when my account was asked for kyc. Completed that quickly then was blocked out completely within a few hours.

Thank you very much for your reply, kbdallas22. Did you receive any explanation from the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I was never given any explanation other than that if I wanted to withdraw my funds I had to get my account verified which I did. After that all communication ended and my account was blocked. Which is why im here looking for somebody decent enough to help me. These giant casino companies are powerful and are used to doing whatever they want to whoever gets in their way. It's a shame to see people treating others in this kind of way, but unfortunately greed has taken the spirits from most them.

Thank you very much, kbdallas22, for your cooperation. 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 kbdallas22 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 account blocked and what can we do to help resolve this issue.

Thank you!

Dear kbdallas22 and Casino Guru team,

Thank you for your attention to this case.

During the verification process, it was established that the player had provided false information in the registered address. This represents a direct violation of our Terms and Conditions.

As stated in section 9.3 of our Anti-Fraud Policy, one of the grounds for action includes "providing incorrect registration data."

Based on this breach, the account has been closed and the winnings confiscated. The deposit amount is currently being refunded to the original payment method.

Should you require any additional clarification or documentation, we are ready to provide it privately to the Casino Guru team.

Still haven't gotten any refund. I didn't use any false information when signing up either. If that was the case my identification wouldn't have matched the info given when signing up and I wouldn't have been able to get verified. As you can see from the screen shots given my account was fully verified and in good standings. It appears that they just didn't want to pay up.

Thank you for the update Joo Casino representative. Would it be possible to provide me with evidence of providing false information? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear kbdallas22, please let us know if your refund has arrived successfully. Thank you in advance!

Absolutely not. Have not recieved anything and I know extremely well when it cone to crypto transactions they are almost instant

Dear Peter and kbdallas22,

We have shared the supporting evidence with you via email for your review.

The refund of the deposit is currently being processed and will be completed shortly. Please don’t hesitate to reach out if any further clarification is needed.

Still waiting almost 3 weeks later for my original deposit to be returned since this casino up and decided one day they didn't feel like paying the winnings I earned fair and square. Doesn't surprise me at all unfortunately. They are a dime a dozen these days. Thanks to casino guru im getting any help at all.

Thank you for providing me with the information Joo Casino representative.

Dear kbdallas22, the casino has provided me with evidence that you have registered under a different address than what was later provided during your verification. Unfortunately, when it comes to verification, there isn't much we can do to help, as the casinos need to follow the regulatory requirements of their licensing authorities. I can only recommend that you make sure all the information you provide is correct to prevent situations like these in the future. The casino has stated that your initial deposit will be returned so we will keep this complaint open until you confirm your refund has been successful. Please keep me informed about any further developments.

Dear kbdallas22,

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.

Hello there,

Thank you kbdallas22 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 what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!