Joo Casino - Player has opened two accounts.

So a while back I got flag for opening another account due to me forgetting my email and password now I was flag after at that time I was ask to close my other account which I agreed to and was notified that I will not get flag any more more..

3 weeks ago I won 5k.I tried to withdraw 4k then it was in process. next day it was going so I msg support team of that site n they say I lied

Dear David,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely Do I understand correctly that the casino allowed you to keep your second account?

Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Thank you very much in advance for your reply.

Best regards,

Kristina

Yes so I was able to keep my second account because I close my first account.. I have made successful deposit with that account and this would of been my first withdrawal but it got confiscated due to my account being flag even tho they told me I wouldn't have any problems in the future.. Yes my account is kyc verified

Thank you very much for your reply, David. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? I would especially like to see the message in which the casino agreed that you can use this account and the other will be blocked. Thank you in advance.

How do I get communication history?

You can either send me screenshots of it or forward email threads to me.

I am sorry but I don't see the message that I specifically said I need to see. Please post here the message in which the casino allowed you to use your second account. Thank you very much.

Dear David,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Yea that email was deleted coz it was old already plus I didn't think this was gonna happen

Have you accumulated your winnings with or without an active bonus, please? Did you play with bonuses when your first account was active?

Dear David ,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Yes I've use a bonus but I have won it without a bonus

I am sorry David, but if you created more than one account and also played with bonuses (regardless of the result you achieved while playing with them), you gained an unfair advantage against the casino. I am afraid, that at this point there is not much we could do here.

Please, let me know if I have overlooked something, or if there is anything else that could help us support you in this case, otherwise, I will be forced to reject this complaint. Thank you very much for your understanding.

I mean like I've played with a bonus then maybe a month after I've deposited again without a bonus and that's when I won

drenzkii, the point is that you used bonuses, therefore you gained an unfair advantage and the result or time when you activated them is not important. This kind of bonus abuse is prohibited by most online casinos as well as creating more than one account, and sadly we cannot punish the casino for withholding your winnings, especially when you didn't provide the evidence confirming that you were allowed to use the second account.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.