HomeComplaintsJoo Casino - Player's cashout request is delayed.

Joo Casino - Player's cashout request is delayed.

Amount: Can$2,000

Joo Casino
Submitted: 19 Jan 2025 | Resolved : 22 Jan 2025
Resolved Our verdict

Case closed

RESOLVED

Case summary

The player from Quebec had completed the verification process but faced difficulties withdrawing $2,000 in winnings due to repetitive and unreasonable requests for verification documentation related to ApplePay transactions. They were unable to provide the required information, which raised concerns about the casino's intentions regarding large cashouts. The issue was resolved after multiple attempts, confirming that the withdrawal request was finally processed. The Complaints Team marked the complaint as 'resolved' in their system.

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I went to every step of the verification process without any problem and they said I was verified. Then when I went to cashout my 2000$ that I won, it became impossible to get verified, they kept asking for things that were impossible to provide from ApplePay, they wanted a screenshot of the transaction with the first 6 numbers and the last four numbers of the credit card, but ApplePay only shows the last four digits, even when I uplaoded a screenshot on the actual credit card used, they still refused. My guess is that they don't wnat us to cashout big amounts of money and are actively trying to discourage us from doing so.

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Dear gilbertstef,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re facing with your withdrawal request.

To help us better understand your situation and assist you effectively, could you please provide additional details regarding the issue? Specifically:

  • Could you clarify whether the casino provided any explanation for rejecting the screenshot of the actual credit card used for the transaction?
  • Have they requested any additional documents beyond the Apple Pay transaction screenshot and the credit card details?
  • Have you previously used Apple Pay or the same credit card for deposits on this platform without issues?
  • Could you provide any relevant correspondence with the casino (e.g., emails, chat transcripts) about this matter?

If possible, please forward any supporting documentation or screenshots related to your verification and withdrawal attempts to petronela.k@casino.guru. This will help us better understand the situation and advocate on your behalf.

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

Thank you in advance for your reply.

Best regards,

Petronela



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It’s ok now. It took 12 tries but It was finally resolved. Thx

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Dear gilbertstef,

Great news :) We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Petronela  

Casino.Guru 



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