The player from Germany is experiencing difficulties withdrawing their winnings due to a minimum withdrawal limit. Player’s complaint has been resolved successfully.
Joo Casino - Player’s struggling to withdraw their winnings.
Amount: €230
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hi everyone,
On April 6th, 2021 I claimed a 150% bonus with a deposit of € 28 at Joo Casino.
After fulfilling the wagering requirements, I then had € 230 to pay out on the speedometer. When I wanted to have this paid out by bank transfer, I was shown that a payment by bank transfer can only be made from € 500 ...
The crucial point for me is that the Joo Casino specifies a minimum withdrawal amount of 100 € for the bank transfer on the page with the deposit and withdrawal conditions. So it is in your rating of the Joo Casino. I had informed myself about this before making the deposit. Otherwise I would not have paid there at all (burned child, fire, etc.).
Then I contacted the chat yesterday at noon. I explained my problem to the good Ella, pointed out the payout conditions, and sent screenshots. Ella kept disappearing for a long time "to check details".
After more than an hour in the chat, Ella informed me that it was an international bank transfer and that it would only be possible from € 500 ...
Then we ended the chat with no results but friendly.
Now I ask you, dear guru team, for help somehow to get my 230 € by bank transfer.
Automatic translation:
Public
Public
3 years ago
Dear hottemanne,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.joocasino.com/terms-and-conditions:
„WITHDRAWAL POLICY
11.1 The minimal withdrawal amount from the gaming account is 20 EUR/USD (200 NOK, 30 CAD/AUD/NZD, 70 PLN, 1500 RUB, 2400 JPY; 140 BRL; 0.0007 BTC; 0.02 ETH, 0.17 LTC; 0.05 BCH; 2700 DOG; 20 USDT). The maximum amount for withdrawal available depends on the chosen payment method. If the requested amount of withdrawal exceeds the limit of a particular payment system, the amount will be withdrawn in installments."
https://www.joocasino.com/payment-methods:
Since I haven’t found any information about €500 being the minimum withdrawable amount for a bank transfer, could you please forward any relevant communication to petronela.k@casino.guru? I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
3 years ago
Thank you very much, hottemanne, for your reply. Could you please advise if you have tried communicating an alternative payment method to withdraw your winnings?
Public
Public
3 years ago
Translation
Thanks for the answer. I tried pretty much everything in the chat to solve the problem. The casino's suggestions were associated with further deposits. Either top up my credit or deposit using another method because withdrawals would only be possible via the previous deposit method ...
Automatic translation:
Public
Public
3 years ago
Could you please advise which alternative you favor? Is it preferable for you to deposit a minimum required amount using a different payment method, have it verified and withdraw your winnings?
Public
Public
3 years ago
Translation
Actually, I just want the Joo Casino to adhere to its own rules: Payouts by bank transfer from € 100.
In addition, it would be the case that if I made another deposit via another provider, I would have to convert this deposit again.
Automatic translation:
Public
Public
3 years ago
According to the screenshot that you have forwarded to me, the minimum withdrawable amount for the international wire transfer is €500, we won’t be able to change that.
Could you please advise if you have tried communicating a possibility to deposit a minimum required amount using a different payment method and subsequently withdraw all your funds without being forced to complete the mandatory deposit wagering? Looking forward to hearing from you.
Public
Public
3 years ago
Translation
Servus, I've cleared the matter up. Ultimately, the Joo Casino paid out very quickly. The money arrived within a few minutes, compliments to the casino. Thank you very much for your time.
Best wishes
Automatic translation:
Public
Public
3 years ago
As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, hottemanne, for your cooperation and confirmation and please 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.
Best regards,
Petronela
Casino.Guru
