The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The issue was resolved after the player confirmed that the delay was due to the bank refusing the payment. The withdrawal was successfully received after the player cooperated with the casino's verification process. The complaint had been marked as 'resolved' by the Complaints Team.
Joo Casino - Player’s winnings haven’t been received yet.
Amount: €1,400
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
4 weeks ago
Public
Public
1 month ago
Translation
On 08/07/24, I requested a withdrawal of €1400. First, they said it takes 5 business days, then they said it takes 7 business days. The status at Joo Casino is set to "Processing."
They claim it has been approved on their end, but I have not received an email confirming the approval.
Automatic translation:
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Public
1 month ago
Dear lacoste777,
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
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4 weeks ago
Translation
Yes, I received it...it was my bank's fault, they had refused the payment. But I have received it now...thanks to you too
Automatic translation:
Public
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4 weeks ago
Dear lacoste777,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
