The player from Germany had his account blocked after placing his first deposit due to an active self-exclusion. The issue was successfully resolved and the money was refunded.
Joo Casino - Player’s account has been blocked.
Amount: €70
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Ladies and Gentlemen
I registered at Joo Casino today and deposited €70.00. Immediately afterwards I was deactivated and I can no longer log in. I haven't played with it either! The €70.00 was debited from my bank account. Please make sure I get the money back. The chat directs me to contact her via email at support@joocasino.com. But I get no answer from them.
Automatic translation:
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2 years ago
Dear eurogalaxy85,
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. Have you played any of your deposited funds or your account was blocked right after depositing? Was your account verified successfully already?
Furthermore, if there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
It all happened immediately. I registered. After that I immediately deposited €70 and after that I was deactivated. I haven't played a penny of the €70.
I think I know what the problem is. I got myself banned from some casinos. Most of the time, when I register at a new casino, I am immediately kicked out because of the ban (it doesn't take 5 seconds). At joo Casino, however, it was now that I still had enough time to deposit money.
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2 years ago
Thank you very much, eurogalaxy85, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Dear eurogalaxy85,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Joo Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Dear eurogalaxy85,
Thanks for sharing your problem with us. Your account was closed by the system due to the fact that you requested an account blocking on another brand without the ability to play on all projects under the same license.
We apologize that the block did not work immediately at the time of registration and the deposit reached our casino, our managers have already contacted you with a request for bank detailes, and two days ago the task was transferred to the appropriate department. We ask you to wait a little, as soon as possible, the money will be returned.
Sorry for the inconvenience.
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2 years ago
Thank you Joo Casino team for the explanation.
Dear eurogalaxy85,
Please let me know when your money returns.
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2 years ago
Translation
I have now received my coal. Many Thanks.
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2 years ago
Dear eurogalaxy85,
I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
