Home Complaints Joo Casino - Player’s winnings from promotional play have been voided.

Joo Casino - Player’s winnings from promotional play have been voided.

Amount: Can$525.42

Joo Casino
Very good reputation
Submitted: 13 Jan 2022 | Case closed : 18 Jan 2022
Case closed Our verdict

Unjustified complaint


Case summary

1 week ago

The player from Canada has been accused of breaching bonus T&Cs by placing higher single bet than allowed. After reviewing the player's game history we found out that the maximum bet was indeed breached repeatedly, therefore we were forced to reject this complaint.

2 weeks ago

I joined JOO and deposited $750. Per their 100 percent sign up bonus my account showed $1500. No distinction was made between my money and the bonus money.

I played live table games with a max bet of $50. After a few days my results were.

$809.18. (total wagered)

$1,2435. (total won)

$426.22 (net total)

$1176.22 (balance)

Joo then took it upon themselves and with no notification to confiscate $525.42 based on bonus rule 2.2. I was told I exceeded the maximum bet of $5.

This is a shameless freeroll. They allowed me to place bets with no intention of honoring them. If I lose they keep it, if I win they take it back. Only with their crooked math would I end up being down -$99.20 as well.

My balance now shows $650.80.

Keep in mind I deposited $750 and was never behind very much. I assumed I was gambling with my money and not the bonus.

Live chat simply said there is nothing that can be done since I breached their bonus T&C.

I emailed their support, 2 days no reply.

2 weeks ago

Dear Matthew,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the General Bonus T&Cs and I found this:

„2.2. The maximum bet while wagering is 5 EUR (or equivalent in another available currency), unless otherwise specified. The maximum bet limit includes bets doubling after a game round has been completed and bonus rounds (purchased within the game). Breaching the maximum bet rule leads to all winnings from the bonus confiscated and deposit refunded."

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry-standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, to be completely fair, I would like to see your game history. Please, forward it to my email address kristina.s@casino.guru.

If there is any relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,


2 weeks ago

Hi Kristina, thanks for the quick reply.

I was playing live baccarat and betting on the 'Super 6' side bet. I have attached a few screenshots from the gaming table. Clearly shows a $50 max. Now I am told the actual max is hidden in the T&C. 2.2 notes "unless otherwise specified". Well it specified $50 on the gaming table.

Shouldn't it be on the casino to enforce the bonus max bet proactively, not retroactively? That's theft. I find it hard to believe this is an accepted fair play practice.

I am new to online gambling but not new to gambling. Here is a gambling industry-standard which goes back time immemorial. Do not book wagers you do not intend to pay.

I deposited $750. Made no bets larger than $50. Never dipped below my initial stake. Won over $500. Had it all stolen.

The website history only goes back 50 wagers. I saved my initial results to excel and have emailed those.



1 week ago

Thank you very much for your reply and email, Matthew. I believe you are frustrated, but please understand, that there is a quite significant difference between regular gambling in land-based casinos and online casinos. Especially, when you activate and play with bonuses, as most of them come with a set of rules, that players must follow. I would definitely recommend that you read our articles 'Introduction to Online Casinos' and 'How Do Online Casino Bonuses Work?' which may help you navigate in this new environment.

Moreover, we would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

Sadly, there is not much I can do to support your case at this time. Unfortunately, you breached the maximum allowed bet way too many times and many of them resulted in winning. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Please do not hesitate to contact me if there is anything else, I could do for you in this matter, otherwise, I will be forced to reject this complaint. Thank you for your understanding.

1 week ago

No I do not understand or accept this. Please re-review the following...


2.2. The maximum bet while wagering is 5 EUR (or equivalent in another available currency), unless otherwise specified.

Do you not agree it was otherwise specified on the gaming table?


The casino confiscated $525.42 from me. That is $99.20 more than I won. ($426.22 net win)

Thank you

1 week ago

Please understand that the term "unless otherwise specified" refers to bonus conditions. For example, in general, there is a maximum allowed bet of $5, but the casino can decide that in one special bonus they allow players to place the maximum bet of $10. This has nothing to do with the maximum bet on the gaming table because this is for players playing with real money, not bonuses. The casino did nothing wrong and your winnings were confiscated in accordance with their T&Cs. I am sorry, but we cannot help here.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.