The player from Germany was waiting for the casino to verify the document he had uploaded and was concerned about the delayed payout of his 4000€ winnings. He had been a long-time customer and had previously experienced no issues with verification or withdrawals. However, this time he had two pending withdrawal requests, one for €1000 and another for €2000, which hadn't been processed. The player later lost all his winnings due to the delay, leading him to advise against playing in the casino. We ended up rejecting the complaint as the player's casino balance was zero and we could not provide further assistance.
Joo Casino - Player’s withdrawal is delayed.
Amount: €1,500
Joo Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
11 months ago
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11 months ago
Translation
Initially, it was 4000 €.
You asked me to upload a document of the transactions from December, which I did.
Subsequently, you are taking an infinite amount of time to pay out my winnings or even verify the document.
I am concerned that I will not receive my winnings.
Automatic translation:
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11 months ago
Dear janaipahlish,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly you sent the last one?
Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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11 months ago
Translation
I have already been verified and have been able to make several withdrawals and never had any problems.
But with every new payout that occurs, the casino requests new and new documents, which of course I submitted on December 17th, 2023.
Otherwise it always happened relatively quickly, but this time you're taking a lot of time, which really worries me and made me file a complaint.
The document was in pending status for 3 days and was not processed.
My withdrawal request wasn't processed either and I was always told that it would be taken care of, but nothing happened, nothing at all.
Now I have two withdrawal requests running, one for €1000 and one for €2000.
As I said, I've been a customer of this site for a long time and have never had any problems.
Verification was quick, as were withdrawals, but this time, that doesn't seem to be the case.
Best regards
Automatic translation:
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11 months ago
Translation
You can delete the complaint, I lost all my winnings and I hope the casino is happy that they made me wait so long that I was tempted and lost my winnings.
I advise everyone not to play in this fraudulent casino.
It's best not to play at all.
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11 months ago
I understand that losing your winnings in that manner can be disheartening. Waiting for verification can be frustrating, particularly when you're eager to enjoy your success. To alleviate some of the stress, you may want to consider setting limits or taking breaks during the verification process in the future.
Unfortunately, since your current casino balance is zero, we are unable to provide any further assistance. As a result, this complaint will be rejected. Thank you for your understanding. We apologize for not being able to assist you more on this occasion. Please don't hesitate to contact us if you encounter any issues with this or any other casino in the future.
Best regards
Veronika
