The player from Germany had her Joocasino account suspended after she made a deposit of 100 Euros. Despite having provided bank details for a refund, she waited for three weeks with no resolution and received repetitive responses from the casino. After the Complaints Team requested and reviewed the necessary documents, the player received her refund, and the issue was resolved. The complaint was subsequently closed by the team.
Joo Casino - Player’s deposit refund has been delayed.
Amount: €100
Joo Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Translation
Three weeks ago, I opened an account at Joocasino. After making a deposit, my account was suspended without any reason given. I received an email asking for my bank details to process a refund of the 100 Euros I had deposited. Since then, I've been waiting, and the casino keeps telling me the same thing: that it is being processed and to please wait, etc. I want this issue to be resolved and to get my money back. I am asking for your help!
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5 months ago
Dear nataliebordasch,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please forward me the email from the casino regarding the suspension of your account and the details for the refund? My email address is veronika.l@casino.guru.
Have you submitted any identity documents to the casino for verification?
Do I understand correctly that your account was suspended immediately after you deposited the money, and you did not play any games with your deposit?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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5 months ago
Translation
I have just sent you the requested documents. No ID was required, just my bank details.
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5 months ago
Translation
I have received my money and the case can be closed. Thank you very much!
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5 months ago
Dear nataliebordasch,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
