The player from Germany is highly dissatisfied with the overall casino experience. We’ve rejected this complaint in our system due to a lack of evidence.
Joo Casino - Player is complaining about overall casino experience.
Amount: €800
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
Insufficient evidence from player
REJECTED
Case summary
2 years ago
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2 years ago
Translation
In live chat you make false promises, i.e. you say report back in chat after deposit and loss of money because you get free spins. But without depositing a bonus code you would get more. About 90% of the time you never get free spins later, if at all 10 free spins in games where you can't win anything. Deposited 38 times never won, wins in games are over 90% lower than stake. Bonus spins in the games very rare and yet win extremely low. Example Big Bamboo 0.20 cents Use a total of 19 free spins, win 6 free spins ×5. My total profit is 0.27 cents. Games do not run smoothly if there is a chance of winning, the game jumps so that you do not win. Processes in the games 80% always the same. First a win 0.20 bet about 3.50- at most 8 € then rarely win 2-5 times more than the bet then win lower than the bet. A short time later problems in the game no matter which game loads for a very long time after that no more wins no matter where. It's always the same. Tried several games, always the same. I pointed out the problems several times without ever asking for anything, never responded.
You are lied to and cheated on. Requested my gameplays with bet and wins and my RTP worth and if there were any problems in the games etc. No response have been waiting for 7 days to be notified multiple times. A deposit made with Sofort banking ( online)
I waited 3 days until it was credited why ever. All in all warning about this casino. Have screensHots , video recordings of my game processes, chat histories, etc. I'm normally satisfied with the casinos in Curacao, but not this one. The amount in dispute I have written as deposits. I'm not asking for a refund or anything like that just want to warn others. Few examples 
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2 years ago
Dear Markalc,
Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.
If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.
Best regards,
Petronela
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2 years ago
Translation
More than 6 days ago I submitted an application for my game processes with stakes, wins, etc. And unfortunately I didn't get anything on my RTP value. I never asked for or received any compensation, only wrote about my experience with them to warn others. Look at all of my chat histories, I've already uploaded evidence. Whenever I uploaded evidence, I would suddenly be kicked out of the chat, why? , They always pushed everything from themselves and referred to the game providers. And sometimes your employees contradicted themselves in the live chat, which I found very strange.
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2 years ago
I’m sure you understand that I don’t work for Joo Casino, but as one of the Casino.Guru independent employees and professionals, I’m trying to help you to resolve your problem.
Could you please forward your game and cashier histories to petronela.k@casino.guru?
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2 years ago
Dear Markalc,
Thank you for the forwarded screenshots. Please understand that I still do not have enough information to proceed with this case as your game history is still missing. Without supporting evidence it would be close to impossible to confront the casino. If you come across anything that would help us to support this case, please do not hesitate to forward it, at your earliest convenience, to petronela.k@casino.guru otherwise, I will be forced to reject your complaint. I wish I could be of more help. Thank you in advance for your understanding.
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2 years ago
Translation
Thanks for the reply I don't get the game history requested by the casino several times.
I'm not concerned with any reparations, refunds or the like, just wanted to describe my experiences and possibly warn others against playing there
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2 years ago
Dear Markalc,
Please understand without supporting evidence it would be close to impossible to confront the casino. If you come across anything that would help us to support this case, please do not hesitate to contact us in the future and we can reopen this thread again. I wish I could be of more help. Thank you in advance for your understanding.
