Joo Casino - general discussion

If you want to discuss anything related to Joo Casino, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

Hello, everyone. I have a problem with the joocasino. I won 1000 euros at this casino. The casino deducted 800 euros from me because of the alleged bonus (can't find anything about it in the terms and conditions...). Well, I've come to terms with the fact that I only have 200 euros in my account. The problem now is, the casino doesn't want to withdraw my money because the minimum withdrawal amount is 500 euros. I don't have a bitcoin account and I don't want to create one. I politely asked the casino to transfer my 200 euros to my account so that I can finally close my account there. The casino doesn't want to do that. I hope someone can help me

Hello,

Ella092, well it's a quite complicated matter, I'd say. Let's start from the beginning. Almost every no deposit bonus has several terms you have to keep in mind, one is called the maximum cashout limit and it tells you how much you will be able to win while the bonus is active. I find the maximal withdrawal limit in the bonus terms section, point 1.7.:

"1.7. The maximum withdrawal limit from a no deposit bonus including free spins is 50 EUR. The maximum withdrawal limit from no deposit-free spins is 50 EUR. The maximum win restriction persists after the completion of the wagering requirement. The maximum you will ever be able to withdraw from play with funds associated with a (no deposit) bonus is 50 EUR. An exception can be made for loyal players, and in the case of winning, the maximum win amount can be increased. To request a withdrawal, you must fully verify your account and make a minimum deposit."

So it seems that your limit has been raised.

Have you checked the payment options available for players from Germany? Is there any other option you would prefer? I would ask the casino if it is available for you.

Kindly let me know if you manage to find a solution.

The casino replied to me in the email that the money or the 200 euros would be transferred by bank transfer as a refund. I'm still waiting for the confirmation. If it didn't help, I'll let you know! Thank you very much ❤️

Hello, it seems good 🙂.

Kindly let me know when you receive the money.

I made a deposit, made a few rounds, won, asked for a withdrawal, it was cancelled.

I complained and was told that my account had not been verified. I sent the documents even so I couldn't withdraw I played I lost

in my point of view, Joo Casino is not reliable. I made several withdrawal requests all denied, Payfun wallet, pix and bank transfer, I play at Betano, Jvspin and Nine casino

Hello,

I'm sorry to say that but it's quite usual that first, your account needs to be verified, in order to send you your winnings. The payment option you opted for doesn't make any changes, I'm afraid. Some casinos send lower sums without verification, but there is some threshold, so you'll be asked to complete the verification eventually.

The exception goes for anonymous casinos - usually crypto ones.

Allow me to mention our point of view:

"

However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

"

I'm sorry you lost the balance, though. 🙁

the account is verified everything is ok with my account. Every hour that asked for a withdrawal was canceled by a new story.

minimum amount $50.00 reais

I guess that there is nothing else we can do at the moment, if you lost the money, we can't do much, I'm afraid.

Normally, I would suggest a complaint.

Can you share what stories the casino uses? 🤔

There really isn't anything else.

Ok, thank you for sharing your experience with us.

If you ever feel like you could use some help, please visit us. there is always room for another complaint 🙏.

The point is that we will try to hep you out.

Hello, I have a problem with the payment, why is it deducted?

Hello,

I guess the casino should explain it to you. This is the forum, sadly we do not have information from the casinos.

Hello everyone.

Got a problem with JOO Casino. It's about a payout of 700 euros. Although the verification is complete and the documents have been uploaded, the payout is rejected again and again. Would like to know why?

It's good to hear that they have agreed to transfer the money or the 200 euros as a refund through bank transfer. I understand that you are still waiting for confirmation, so I hope that the process goes smoothly and that you receive the refund as soon as possible.

No, I'm waiting for the payout, which was rejected again.

Why is the payout declined?

Hello.

This reply was not meant for you 🙂 but for Ella092:

Hello there.

I'd love to answer your question, but sadly I can't. In this case, you should ask the casino.

Are you sure you're not receiving any kind of emails concerning the explanation? Sometimes such emails go directly to the spam or trash folder - worth checking.

If you have no clue, the casino should advise what's wrong.

Try asking the chat operator or support and share the reply, please.

So I deposited into this casino. Took their deposit bonus offer. I played through the wagering amount. No I am trying to withdraw, the issue is that my bank provides me with a digital card only, no phyiscal card.

Now they won't verify me because of this and obviously can't withdraw. They have verified my ID and address. but won't verify where I deposited the funds from.

I am able to provide them with every other form of proof that the deposit came from an account under my name, show proof of the digital card(although they don't accept this). Yet they happily take payments from digital cards.

I think the bigger issue is that even if I had a physical card that had the same numbers and expiry date, the CCV on the back will be different as that is how my bank works. So there is no way from what they are telling me that I can verify myself and withdrawl.

If I had known that digital cards were not allowed, I would have used a different deposit method. I have used digital cards with other Casinos such as RoySpin and Viperspin and have had no issues in verifying myself and withdrawing.

Frustrating to say the least.

Hey, if the casino doesn't give you any other alternative in the deposit to verify the method and then withdraw with it and also doesn't accept your card documents, I would recommend you to file a complaint here on this link. 

Our team will try to help you and I firmly believe that this situation can be resolved. Of course, if you don't know what to expect from the complaint itself, I've also added a guide here where you can read all the relevant information. 

Are you up for it ?