The player from Germany has raised a query regarding his Mega Mystery Jackpot winnings from a tournament in November 2022 which he discovered when she resumed activity after a gap. The casino claims the jackpot winnings were added and played last year but the player denies and can't find such a transaction in his history. The casino has clarified that the emails and SMS messages were promotional material about the jackpot and were not informing the player about any wins. We have rejected the complaint.
Joo Casino - Player queries about missing Jackpot winnings.
Amount: €51,072
Joo Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
5 months ago
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5 months ago
Translation
I haven't been to the casino since December, I've been active again for about 2 weeks and have already made a deposit and also happened to read that my name was listed in the ranking list1, among the highest Mystery Mega Jackpot winners from November 18th, 2022 from the last tournament is. After some research, I found that I received an official SMS and email notification for November 18th, 2022 , but not personal profit sharing, but with the address to a Juser's... Casino player, the jackpot win was cracked, which is why I am in the I was still active at the time but couldn't notice it. All other email SMS publications even have abbreviated names of the winners. I also didn't have the jackpot winnings credited to my player account and played actively in Joo Casino until mid-December without noticing. Until I've been active on Joo again for 2 weeks and noticed my winnings and reported it to support staff. Shortly afterwards there was no concrete answer, but a request for screenshots of the transaction ID and personal details for verification, even though I've been verified since the beginning of 2022 and my player account is confirmed with green ticks. After several error messages and rejections, it was finally done. I then emailed support again and received this response,
Support: 'Your jackpot was added and played in the previous year'
I know exactly that this is not the case, I also checked the transaction list in my player account and there is no jackpot win listed in the history. I also have lots of screenshots as proof if they can help me.
Automatic translation:
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5 months ago
Dear Slider38,
Thank you very much for submitting your complaint. I'm sorry to hear about your negative experience with Joo Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Have you realized just now that you won a tournament a year ago? Can you please confirm that you received an SMS and an e-mail stating that you won?
Do I understand correctly that the customer support informed you that you received your winnings last year and you gambled them away?
Do you have access to your full transaction history? If so, please forward it to veronika.l@casino.guru.
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
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5 months ago
Translation
I have been since mid-December 2022,
until November 3rd, 2023, I think 3 times in the casino, but I only noticed it on November 3rd, 2023 shortly after the deposit because I was looking at tournaments in the MysteryDrops section and happened to be listed in the ranking list1 of the last tournament, the highest winner. That's why I researched the email and SMS notifications with the same MysteryJackpot prize amount and found what I was looking for, although there is no winner with an abbreviated name, but this is not the case with all other email SMS notifications. I then contacted specialist support staff about the jackpot payout contacted by email.
Yes, exactly, when I received the feedback, customer service wrote that the jackpot winnings were credited to my player account last year and I gambled away everything, which is not true.
I will send you the attachments: (payment history, linked to the date deposit bonus free spins,
NDB Bonus Free Spins History).
The email-SMS messages as well as the winners rankings section1, but strangely enough my name is listed.
Automatic translation:
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5 months ago
Thank you very much, Slider38, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.
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5 months ago
Hello there,
Thank you Slider38 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Joo Casino for their help in resolving this complaint. Could you provide us with evidence that the jackpot was credited to the player last year or tell us what we can to do help resolve this issue?
Thank you!
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5 months ago
Hello,
After carefully reviewing the information, we would like to clarify a few points. Firstly, we want to emphasize that we have not sent any congratulatory messages regarding jackpot winnings. Consequently, there might be a misunderstanding or confusion regarding the specific jackpot in question.
Our support team has indicated that jackpot winnings were credited to your player account on September 13, 2022, at 03:39:52, and on September 12, 2022, at 20:30:16. However, these amounts were not that substantial, each being less than 50 euros.
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5 months ago
Thank you for the clarification Joo Casino Team.
Dear Slider38, after reviewing the information both the email and SMS message were promotional material showcasing possible wins from jackpots. I understand your confusion but you were in fact not the person who has won the big jackpot and therefore have no right to any additional winings. I hope this clears up the situation.
This complaint will now be rejected. Thank you for your understanding and please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
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