Joo Casino - Player’s struggling to receive a refund.

I choose Joo casino from your list because they have a very good reputation and accept Australians.

l signed up and deposited $128 into an account for myself.

Straight away the money left my account and my account was disabled. I couldn’t believe they would do this and gave absolutely no reason why.

They said they would send me an email on how to get the money back but l haven’t received it.

This is extremely dishonest

Please help 🙏

Dear jerrizane,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you played any of your deposited funds, or they’re still untouched inside your blocked account? Could you please advise if your account has been successfully verified already, or if you've been asked to provide any personal documents for the verification?

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

Best regards,

Petronela

My funds are locked in my account and l haven't played it. They accepted my deposit and cancelled my account

I was blocked before l could do any final verification.

Eg address, Name etc

No l haven't played any of the money deposited. I was disabled straight after it was deposited

There was no verification past sign in. No documents were asked for l was disabled before that.

Thank you very much, jerrizane, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello jerrizane,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Joo Casino to join the conversation and participate in the resolution of this complaint.

Dear Joo Casino,

Can you please provide an explanation for the blocking of the player's account?

Kind regards,

Adam

Thank you Adam

Hi Jerrizane and Casino Guru representatives,

In fact, an email was sent to a player on Friday, 26 Aug 2022, 04:04 pm (UTC) and it raised the question of the balance refund. If you can't find the email, please let us know so that we can forward it to you again.

In regard to the block, the account has been closed due to the administration's decision.

Thank you for your response, Joo Casino.

Dear Jerrizane,

Can you confirm that you have received the aforementioned e-mail?

Kind regards,

Adam

No I'm not able to find it

Can you ask Joo casino if l can Continue using their casino

Dear Joo Casino,

It seems the player has not received the aforementioned e-mail, are you able to please clarify the reason for the player's account having been blocked and the situation regarding their refund?

Kind regards,

Adam

Hi Jerrizane and Casino Guru representatives,

The player should have received the email: we store the ticket correspondence and see that this user is a recipient of the refund letter.

We resent it so that the player can find it again among recent emails. The refund details will be transferred to our financial team as soon as we have sufficient information. Unfortunately, the account won't be reopened and we apologize for this.

Thank you for the update, Joo Casino.

Dear Jerrizane,

Can you please confirm when you have received the e-mail?

Kind regards,

Adam

Hi Adam

I haven't received an email from them that l can find.

Is it possible for them to resend to beran1963@yahoo.com

Thank you

Mark

Hello Mark,

Thank you for the update.

Dear Joo Casino,

Could we kindly ask you to resend it to the aforementioned e-mail address?

Kind regards,

Adam

Thankyou

Hi Jerrizane,

We've sent the email for the third time.

If the email didn't arrive, please contact our LiveChat.

Joo just sent me an email and I'll provide details to them

Thank you, Joo Casino.

Dear Jerrizane,

Please keep us updated on any further progress.

Kind regards,

Adam

Dear Jerrizane,

Could I ask if there has been any progress? Please provide us with an update on the situation.

Kind regards,

Adam

Dear Jerrizane,

Please respond to my last post and provide an update on the situation. Have you now received the refund? Has the matter been resolved? Please be aware that if we do not hear from you within the set timeframe, the complaint will be rejected.

Kind regards,

Adam

Hi Adam

I think l send a message to you sometimes and it doesn't get there

I have sent through to Joo all the documents they have asked for for verification

I'm waiting for their reply

Thanks

Mark

Hi Jerrizane,

The refund is on its way to your bank account.

Bank transfer withdrawals are processed by banks during banking hours only, weekend and holidays are not included.

Thankyou Adam

I'm disappointed in Joo

They gladly took my money and cancelled my account

They have wasted hours of my time and l think l should be compensated for it

Mark

Hi Adam

Joo has deposited the money into my account that l gave them

Thankyou so much Adam your service is impeccable 😊

Thank you for the update, Joo Casino.

Dear Jerrizane,

I'm glad to hear that your issue has been resolved. As you have now received your payment, I will mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam