Joo Casino - Player’s deposits have never been credited to their casino account.

On 21.01.2021 on 07:12 and 07:23 I make two deposits by 150EUR from Neteller. Both deposits didn't come in my casino account. Immediately I contacted with support and send nesessery information and screenshots. I contacted with support again sometimes, but 40 hours later they can't give me information about my money... They keep my money without being able to use it without any explanation. I want my money refunded with interest for the time I can't use it through their fault.

Dear LinkinPark,

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

I would like to warn you, that if your deposits have never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

Could you please advise if you have contacted your payment provider already? If there’s any relevant communication, please forward it along with the payment receipt to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

I contacted only with casino and they still don't do anything... Now I send email to Neteller.

Perfect, the payment provider needs to be part of the investigation. Please keep me updated.

Hello LinkinPark,

Have there been any developments since our last conversation?

Dear LinkinPark,

Have you received your funds? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.