The player from Canada had his $500 CAD withdrawal request rejected and winnings confiscated by JOO Casino due to not meeting the wagering requirements. He had argued that he bought free spins (ranging from $20 to $1000) which he believed were not included in the wagering conditions, as this was not explicitly stated in the rules. Upon review, it was found that the casino's terms and conditions did include this rule. The player acknowledged the clarification. Despite his dissatisfaction, the issue was resolved following the casino's established rules. The complaint was then closed.
Joo Casino - Player’s winnings have been confiscated due to a maximum bet breach.
Amount: Can$500
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.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 months ago
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4 months ago
Translation
JOO Casino
refused my withdrawal request and confiscated my winnings of $500 Canadian on the grounds that I did not adhere to the bet (wagering conditions). The maximum condition was €5.
In some games they offer the purchase of free spins based on the bet ranging from $20 to $1000 or more. Nowhere in the regulations or games does it state that these purchases are considered as the bet, and that they violate bonus rules.
Do I have a solid case for contesting the decision and claiming my prize?
JOO Casino
rejected my withdrawal request and have confiscated my $500 Canadian winnings under the pretense that I did not respect the bet (wagering requirements), which has a limit of €5.
In some games, they offer to buy free spins based on the bet, ranging between $20 and $1000 or even more. According to both game rules and regulations, it is not stated that these are construed as the bet, and that this transgresses the bonus rules.
Do I have strong arguments to claim my right to claim my prize?
Automatic translation:
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4 months ago
Dear jphilippe47803,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the 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, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is veronika.l@casino.guru.
If there is any other relevant communication between you and the casino, please send it as well.
Thank you in advance for your reply.
Best regards,
Veronika
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4 months ago
Translation
Ok I think everything is clear...
Damn, these indicate badly and you always have to back up this and read everything, it makes the game much less pleasant... I really piss them off and their customer services are slobbers looking for trouble! Enjoy and thank you casino guru
Automatic translation:
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3 months ago
In an ideal world, the maximum allowed bet would be automatically set by the casino software, enhancing the player experience and alleviating concerns about rule violations. However, as previously mentioned, it's currently imperative for players to remember that bonus play entails specific rules they must adhere to independently.
This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
