The player from Brazil created an account and won a prize of 1600 R$, but after verifying their account for withdrawal, they found it deactivated without explanation.
Joo Casino - Player’s account has been closed.
Amount: 1,687 R$
Joo Casino
Safety Index:HighSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
6d 18h 13m 13s
Case summary
5 hours ago
Public
Public
5 hours ago
Translation
I created my account yesterday, placed some bets and won a large prize of 1600 R$. I verified my account through several processes they requested so that I could withdraw. After that, my withdrawal remained pending for several hours, and today when I went to access my account, it shows that it was deactivated for no reason.
Automatic translation:
Public
Public
5 hours ago
Dear filipebiel201,
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.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you provide any documents to verify your account before it was blocked?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
5 hours ago
Translation
I only bet on slots, I provided all the documents they asked for, I didn't accumulate any winnings with active bonuses like free spins or anything like that, they sent me an email to refund my deposit but I wanted to receive the amount of my winnings because the amount would be very important to me.
Automatic translation:
Casino Guru is examining the case
