Joo Casino experience

Hi everyone,

I just want to make a feedback about Joo casino which I just joined 24 hours ago. well, it didn't go well. During that 1 day period I didn't experience anything but issues after issues - none of them solved.

1/ I made a sign up deposit with 100% bonus which sounds good. When trying to make the deposit - just a blank screen came up as if nothing is happening. OK, so I did it the 2nd and 3rd time. Just after that I saw my balance with all 3 deposits and the bonus after the 1st. I was in a shock of course. I went to LiveChat pointing out their mistake and requesting the other 2 deposits refunded. Naturally they couldn't do it.... Of course not.. And of course I lost all 3 deposits together with the bonus....

2/ A few hours after that I received an email from their support saying that I have won a price in the tournament. Go there and claim it. Of course there was nothing on my account. Again LiveChat - they don't know anything, cannot help BUT I have quite a few FS's which I can claim. Ok, so here came the 3rd issue.

3/ On the bonus FS screen it does NOT say which games they apply to??? So again LiveChat...

As you can imagine - I'm just so....over this casino that never again.

Thank you for listening and if anyone has any -better- experience, I'd surely like to hear it.

Gabriella

Wow! That's sounds like way too much hassle for 1 day in a casino. Have you showed the email to the support? They should be able to contact the marketing department and get more details from them.

pointed out that I am therefore reporting, and the payment transactions made via JetonWallet have been sent to process them. There is no answer to the prize, but that I should send a screenshot of the payment transactions via JetonWallet, which does not work from the JetonWallet app for security reasons. I took photos of my JetonWallet data and the transfer with my mom's cell phone, had them sent to my cell phone via WhatsApp and sent the whole thing from my cell phone with the Cashtocode transfer ID linked to it at least 10 times. I was rejected again and now, strangely enough, a selfie with a face and ID card and it's important that the whole thing can be seen up to the elbow. This is the first time I've heard something like that, and you contort yourself and try to get into the picture somehow. Also rejection every time. Also, I'm still skeptical that I've been verified for a long time and my player account is confirmed with green. I have read the terms and conditions and bonus conditions so many times, there is nothing about the validity of the big jackpot winning payout. Could you possibly help me?

Hey there.

I'll do my best to understand. Correct me if I'm wrong: You've won some jackpot, and probably have to pass some checks, right? Or perhaps you must provide proof of deposit?

Well, the sum is pretty grand, my congratulations! If not mistaken, the casino will most likely check the winnings session with the game provider, sometimes it happens when a jackpot game is involved. It depends on who is supposed to pay the prize.

Is there any concrete issue you're facing right now?

I'll wait for your reply.

I haven't been to the casino since December, I've been active again for about 2 weeks and have already made a deposit and also happened to read that my name was listed in the ranking list1, among the highest Mystery Mega Jackpot winners from November 18th, 2022 from the last tournament is. After some research, I found that I received an official SMS and email notification for November 18th, 2022, but not personal profit sharing, but with the address to a Juser's... Casino player, the jackpot win was cracked, which is why I am in the I was still active at the time but couldn't notice it. All other email SMS publications even have abbreviated names of the winners. I also didn't have the jackpot winnings credited to my player account and played actively in Joo Casino until mid-December without noticing. Until I've been active on Joo again for 2 weeks and noticed my winnings and reported it to support staff. Shortly afterwards there was no concrete answer, but a request for screenshots of the transaction ID and personal details for verification, even though I've been verified since the beginning of 2022 and my player account is confirmed with green ticks. After several failed attempts and rejections, it was finally done. Today, November 11th, 23, I emailed support about winning the jackpot and received this message:

'Your jackpot was added and played last year'

If you have any questions or doubts, please do not hesitate to contact us via email or live chat.

Hello, and thank you for your update!

So, in general, you are convinced it was not you who played out the jackpot, right?

I mean, is this the issue you're dealing with, please? It has quite a logical next step. Can you see your gaming history somewhere in your casino account? If not, I would ask the casino to provide it.

How does this sound to you?

No, I didn't get it credited to my player account... given the amount of money I'm pretty sure it wasn't. I also have the bonus receipts and transaction list from the player history.

I see now! So do not post such information here, submit the complaint instead. As I can see, you have experience with Resolution Center, so I urge you to get it reviewed by our Complaint Team:

https://casino.guru/complaints/create

Are you in?