Joo Casino - Player's account was temporarily disabled during withdrawal process.

Hi I tried withdrawing my winnings to have I rejected everything, I spoke with chat and they asked me to upload card details again and verified it again then told me I could resubmit request, how ever this again got rejected. I was then told that it can’t be done to my card so I had to request bank transfer. I went to do that whilst in chat and then noticed it wouldn’t let me because mine bank transfer is $500 so after a while the got Thackeray to me and said they will do a manual transfer. Stayed in chat till one person decided to end the chat started the whole process again and was told that they were about to do the transfer straight away, anyway some time passes by and I keep checking my mail for confirmation to say it’s been done… nope then I gi to log back in to see if it had been done yet and the have disabled my account ! I contacted chat again and was told it was temporary and will be reinstated when they process bank transfer, I said since when does an account need to be closed to do this and just kept being told all night long to be patient I’m in the line and I said why Whalen I was just told that it was being done like ten mins ago and again please be patient and to have faith my account will be put back online soon. I said I don’t have faith sorry because I don’t see why it has to be disabled never heard of that before and I asked them to try a new card so I don’t have to wait 5to ten days and they said no basically. Not happy because half a day has passed now and still no access and no confirmation email

Dear Suzg1,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? Could you please specify when exactly was your account blocked?

Were your winnings accumulated with the help of a casino bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Tomas

Hi thank you for getting back to me, at first I was told that they can’t do withdrawals to cards atm it has to be manual, when I was cut off that convo I was told by another that the casino doesn’t have option for my end, but yet they can accept my money from it. My account was disabled at 12:39 am I was waiting for the chat lady to come back and say it’s been done after telling me that that were processing it now and the page froze so had to reopen webpage and that’s when I was told disabled. This was Kaya the first person that approved my card when it was rejected the first time. I spoke too them . I asked them at thi evening how much longer this is going to be and this was their replay

 Kaya Tue, 07/11/23 8:39 am  Dear Suzanne,

The withdrawals are processed by our finance team manually in the queue order, and your request is still being processed. Although we are trying our best to check all the requests, sometimes, we need some more time. We kindly ask you to wait a little more, our finance department will finish the processing as soon as possible. We would like to tell you the exact time frames, but we don't want to misinform you.

We hope for your understanding, and thank you for the patience in advance! 🙏 

Should you have any questions or doubts, please do not hesitate to contact us via email or via LiveChat.

Best regards,

Joo Casino Support Team

this is latest response today

Hi I just received confirmation that payment was made and I can access my account again also now

Thanks for the great news. Do I understand your winnings reached you in your bank account/e-wallet?

May we consider the issue resolved?

Dear Suzg1,

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

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.