The player from Germany had tried to withdraw funds, but the casino had refused to verify her deposit transactions made via Jeton, hence denying the payout. After the player had provided screenshots and additional information about her issue, the problem was eventually resolved.
Joo Casino - Player's withdrawal is delayed due to deposit verification issues.
Amount: €500
Joo Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
Public
Public
8 months ago
Translation
The casino is refusing to verify my deposit transactions.
I deposited via Jeton and now I want to make a withdrawal, but they are not allowing it and keep denying it 
Automatic translation:
Public
Public
8 months ago
Dear Antonella1804,
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.
- Do I understand correctly that verifying your payment method and corresponding deposit is the only obstacle when withdrawing your winnings?
- What exactly does the casino request?
- Please forward your correspondence with the casino regarding the issue to my email at tomas@casino.guru
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,
Tomas
Sensitive attachment
Sensitive attachment
8 months ago
Translation
Attached are some screenshots of my problem.
This casino simply does not want to accept my data, which Jeton can only provide to me.
I just want my money paid out and nothing more.
Automatic translation:
Public
Public
8 months ago
Dear Antonella1804,
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 issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
