Gioo Casino - Player's account has been unexpectedly restricted.

6 weeks a go before i made an account i spoke with live chat. He guaranteed me that i can register and i made a deposit of €20. Few minutes later in the middle of a game they shut down my account due to restriction. And now i am 6.5 weeks in email asking, begging to refund my €20.and the are playing with me

Dear jesca240580,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm if your country of residence is the Netherlands?

Could you kindly provide more information on the country you chose when you registered at the casino? Did you enter accurate and correct personal information about yourself, including your address? The reason I am asking these questions is that I cannot see the Netherlands as an option in the registration form.

Have you completed the full KYC verification?

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 yes i filled in everything like youre live chat said. To verify my documents i was transfered to a party who do this for you. After 5 times trying i went back to live chat and he said no not true that page email this adress to send youre documents. I did. You approved. My account was oke. And went back to live chat and he said now make a deposit for at least €20. Also did that. And while playing account stopped u mailed me why. I asked my deposit back and now 6 weeks later u are playing with me. I had to send the same documents in 1 week 6 times. Iban bank etc also because then u will refund my money u said. Now 2.5 weeks still nothing then 4 emails a day hold patiently we do u as high priority. Its enough now. Refund my €20. Read all the 68 emails so u see what a game this is for u. I mailed with [email address hidden by Casino.Guru]

I think there has been a slight misunderstanding. I'm not a representative of Gioo Casino, but a complaint specialist at Casino Guru. I have not yet received any emails from you. Please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru. Thank you.

I just send u the complete email conversation as an attachment

Thank you very much, jesca240580, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello jesca240580

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Gioo Casino to join the conversation.

Dear Gioo Casino,

Could you kindly inform us of the estimated timeframe for processing the refund to the player?

Dear Jessica and CasinoGuru Team,

Thank you for your detailed feedback concerning the situation you have faced.

We would like to inform that the Netherlands has been added to the list of restricted countries on our website, so the player's account has been closed.

The prohibition rule to play for the Netherlands has also been added to the Terms and Conditions on our website (https://www.gioocasino.com/terms-and-conditions).

We would like to inform you that the refund in the amount of 20 euros was successfully approved on 2024-06-04 09:29 UTC. Usually it takes 1-3 banking days to get your banking account. 

We are really thankful for your cooperation and understanding!

Taking into account, that the player's refund was successfully completed - we consider the complaint to be resolved.

Warm regards,

Gioo Casino team

Dear jesca240580,

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.

Dear jesca240580,

Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru