The player from Germany had raised a complaint about a Bonus Wheel spin offer she had claimed at the casino, which the casino denied. She had expressed feeling cheated after spending a significant amount of money at the casino. We had sought further information from the player to investigate the issue, but received no response. Therefore, we were unable to proceed with the investigation and had to reject the complaint.
Joo Casino - Player’s bonus has not been recognized.
Amount: €30
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
Player stopped responding
REJECTED
Case summary
7 months ago
Public
Public
8 months ago
Translation
They advertise with a Bonus Wheel spin but don't provide it.. I'm 100000 percent certain that I entered it and applied it. Then they simply said that I didn't enter it... You already gamble away a ton of money there, and then you get cheated like that..
Automatic translation:
Public
Public
8 months ago
Hello Cutzii,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Joo Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you claim any bonuses in the past? Did the bonus mentioned by you required any deposit from you? When was the last time you spoke to the casino and what was it about?
Please keep in mind that bonuses are a good-will of the casino and they may refuse to give them to the player at any time.
Looking forward to your answer.
Regards,
Nick
