A player from Hesse, Germany is experiencing difficulties with a deposit to a casino. A €90 deposit made via credit card was denied by the casino but taken from their bank. Despite providing screenshots and communicating with their bank, the casino continues to request specific documents the player cannot provide due to the nature of the bank account. The complaint was resolved as the player's deposit got credited.
Joo Casino - Player experiences difficulty with deposit verification.
Amount: €90
Joo Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
Public
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1 year ago
Translation
Just to clarify, I don't live in Puerto Rico. I made a deposit via credit card on September 12, which was denied. However, my card account showed it as pending, and the funds disappeared the following day. This credit card is not from my house bank but a bank in Luxembourg, so the money doesn't get deducted from my regular bank account but from the credit card account of the other bank. Almost an hour was spent chatting with them because they insisted on a bank statement from my bank. But this scenario doesn't even involve my bank, and my account reflects a deduction of 90 Euros. I don't receive statements from the bank in Luxembourg with my IBAN on them since I don't have an account there, except the aforementioned credit card account. I sent them a screenshot showing the service provider 'Embily Services' where the 90 Euros were withdrawn. They told me they needed a reference number and that was two weeks ago. I called the bank in Luxembourg today and asked them to send me an email confirming that the mentioned provider received 90 Euros. Still, the casino won't accept it as proof that the provider received the money. They now tell me they don't need the reference number but a bank statement with my name and IBAN on it. I explained my situation again, but it seems they are not interested in understanding it. I did provide an older account statement from my card account since I will not be getting a new one for another two weeks. However, they said they cannot proceed with it and are awaiting an account statement with the IBAN. Now, I don't know what I should do since I don't have an account there. Screenshot 483 contains two deposits made on September 20 and three on September 19 from the provider 'Virtualus.' I've made many deposits there but only noticed Embily Services once when the 90 Euros were debited. It's also interesting that each provider is marked with a symbol accompanied by 'Entertainment.' However, Embily Services is marked with a question mark accompanied by 'Miscellaneous.' I couldn't attach the file from Embily Services.
Automatic translation:
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1 year ago
Hello Lolek100,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Joo Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Was this your first ever deposit into the casino? Did you try to request a refund from your bank so the payment would be canceled and use a different payment method to deposit into the casino? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Yes, my account is verified, since when I can't say exactly, I think it's been 4 or 5 months. I've made deposits in this casino many times, including with this credit card, and everything was fine up until that point. Yesterday I was in contact with the casino and it was about this deposit that was canceled but still debited. No, I didn't speak to the bank but I'll call them tomorrow
Edited
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1 year ago
Translation
So that was settled with the 90 euros, the money was transferred by the provider
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1 year ago
Dear Lolek100,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
