The player from Austria had won 755€ on a roulette game, but the casino had delayed the payout without providing a reason, despite all documents having been accepted. The player had reported that the casino rejected his withdrawal request twice due to a technical issue and received no response to his complaint email. The player did not respond to our inquiries, leading to the complaint being rejected.
Joo Casino - Delayed payout and poor customer service for the player's winnings.
Amount: €755
Joo Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
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9 months ago
I HAVE JUST WON 755€ ON THIS CASINO IN A ROULETTE STREAK FROM 30€ AND THEY REFUSE TO PAYOUT NOR GIVE ME ANY VALID REASONS FOR THE PAYOUT DELAY. ALL MY DOCUMENTS HAVE BEEN ACCPETED. USUALLY THE CLERANCE FOR A WITHDRAWAL WHEN ITS GETTING REJECTED IS MAX 1 HOUR. HOWEVER WHENEVER I WIN MORE IT SUDDENLY TAKES BUSINESS DAYS TO MAKE A PAYOUT. I JUST WANT TO INFORM WARN AND MAKE OTHER PEOPLE AWARE OF THIS CASINO. CUSTOMER SUPPORT IS HORRIBLE AND THEY DONT GIVE ANY REASONS. PLEASE SOLVE THIS FOR ME. THANKS.
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9 months ago
Dear Casinoinspektor,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
- When did you request a withdrawal from the casino? Is it still pending in your account?
- Have you accumulated your winnings with the help of a bonus?
- When was the last time you were in contact with the casino and what did you discuss?
Looking forward to hearing from you.
Best regards,
Tomas
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9 months ago
Translation
I REQUESTED THE FIRST PAYOUT YESTERDAY AND WAS REJECTED TWICE. THEN YESTERDAY MORNING RIGHT AGAIN AFTER THEY TOLD ME THAT THERE WAS A TECHNICAL PROBLEM WITH MY PAYOUT METHOD. I PLAYED WITHOUT BONUS. YESTERDAY NIGHT, YOU KEEP POINTING OUT THAT YOUR TEAM IS EXTREMELY BUSY BUT CANNOT GIVE ME ANY RELEVANT REASON FOR THE OBVIOUS DELAY. I ALSO SET A LOSS LIMIT WHICH MAKES IT IMPOSSIBLE FOR ME TO PLAY THE CREDIT AGAIN. I'm sure you won't like it either. NO RESPONSE TO MY COMPLAINT EMAIL SO FAR. JUST CHEAP EXCUSES IN CHAT
Automatic translation:
Email has not yet been answered.
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9 months ago
Do I understand correctly there is no pending withdrawal on your casino account currently?
Which payment methods have you tried when requesting a withdrawal so far?
