The player from New Zealand had won a jackpot of $50,000, but the casino had deducted $28,000 from her winnings, claiming she had used a bonus bet and exceeded the maximum bet limit. The player had disputed this, stating she hadn't used a bonus bet. Initially, the casino had ignored her emails. After intervention from the Complaints Team, who had asked for more information and evidence from the player, the casino had refunded the deducted amount to the player. The issue was then marked as 'resolved' by the Complaints Team.
Joo Casino - Player’s winnings were confiscated.
Amount: NZ$28,000
Joo Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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6 months ago
I won a jackpot on a slots game of $50,000 NZD.
They sent me a congratulatory email for my winnings and then a few days later they took away $28,000 because apparently the bet I played was used with a bonus bet and I played higher than the maximum bet. But I am certain that I wasn’t playing with a bonus bet. And if I were, that seems like a very unfair amount to take away from me. They are now ignoring my emails to come to a resolution.
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6 months ago
Hello Weenie,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Joo Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? What kind of bonus were you using? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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6 months ago
Nick, thank you for your response. I've been verified with Joo Casino for several months now, though I can't recall the exact date. It was approximately three months ago. The last bonus I utilized was the 'Shipwreck Treasure 19th Step,' valued at $150 for reaching level 19. When I inquired about the bonus usage and game, they mentioned 'Cash Pig,' which wasn't the game where I won $50,000. The winning game was 'Magic Spins.' I initially contacted them on April 12th, when they informed me of a violation of their bonus terms. After some time, I followed up with another email on May 8th, expressing my dissatisfaction with their decision. However, I haven't received any further communication from them.
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5 months ago
Hello Weenie,
Can you please forward your deposit, bonus and betting history to nikolas.b@casino.guru for further review?
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5 months ago
Hi there.
the casino has got back to me and they have refunded the money they took from me.
thank you for your help 🙏🙏
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5 months ago
Dear Weenie,
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,
Casino.Guru
