Joo Casino - Player’s winnings haven’t been received yet.

Hi,

Could you please look into this issue and advise.

I have been getting hard time at this Casino in terms of verification process as I have submitted all the supporting documents and still not being able to complete the verification process.

My withdrawal request has been cancelled many time, and they keep asking for the same documents over and over again with no solution.

I contacted the Casino support by email , been back and forth , supplied all the required documents and then nothing happens.

Thanks

Dear elhaddadel,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi,

Thanks for your reply.

I will wait for 14 days and report back.

Hi,

This is an important update.

Could you please close the complaint as the problem has been solved. I have been verified and received the funds.

Thank you!

Dear elhaddadel,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru