The player from Germany had deposited 1500 Euros in Joo Casino, won 12,350 Euros, but encountered difficulties when he tried to withdraw his winnings. Despite providing all necessary verification documents, he had been persistently informed that the verification process was ongoing with an unknown completion time. His initial deposit had been returned. The player claimed that the casino had returned his deposit without his request, which had raised his suspicion. The casino, however, had stated that the deposits made by the player were returned due to issues with the payment provider, over which they had no control. The Complaints Team had tried to mediate the situation by requesting more information and evidence from both sides. It came to light that the payments had failed due to some missing transaction identification details that were required for regulatory reasons, and seems the player's bank would be responsible for this. Consequently, the Complaints Team concluded that the casino had acted in accordance with its terms and conditions since the payments had not been received by the casino, and the complaint was rejected..
Joo Casino - Player's withdrawal is delayed due to endless verification.
Amount: €12,350
Joo Casino
Safety Index:HighOther
REJECTED
Case summary
Hello I need your help. I joined Joo Casino, and deposited 1500 Euros. I played Live Blackjack and won a total of 12,350 Euros. When I wanted to withdraw this money, Casino asked for a lot of documents. And I have met all of that. They always extend the verification time, I have contacted the chat system many times. The staff said they needed to wait and the verification time was unknown .That's what they kept saying the whole time.
And in the meantime, I see my bank account getting back the money I deposited into the Casino. I suspect this is a scam, and they don't want to pay the money I won. I have saved all the photos of the chat content with Joo's staff, along with the history of failed deposits and withdrawals. As well as photos of my bets at the casino. Is there any way I can withdraw this money quickly? Thank you.
Hello lacvinhbln,
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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Do I understand it correctly that your bank did a charge back of your money deposited into the casino?
Looking forward to your answer.
Regards,
Nick
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.
Hallo Nick
Thank you for your quick reply. Exactly from December 27, 2023. I have uploaded full images to verify my identity, address and Bank. I received an email confirming my account has been recognized. But when I created a withdrawal order, they continued to request more information from online banking. I have fully uploaded it. I could have waited more. But today I saw that at my bank, joo returned the money I deposited into the casino. Bank accounts and withdrawal accounts are the same. So the act of returning the money deposited into the casino makes me Suspect.
1. The document still awaiting approval is a pdf file about online banking that shows the history of money transfers to Joo Casino.
2.The last time I chatted with them was today at 13 UTC. The staff always said that they don't know how long it will take for them to review and confirm.
Hello Guro Team, I need your help to withdraw 12350 Euro from Joocasino. On December 27, 2023 I placed a withdrawal order, after Casino asked me for a lot of documents. I have sent enough to them. They said it takes time to verify and don't know when. I'll wait. After a period of 1 week, there was no change. I contacted LiveSupport again. And they said I had to keep waiting. I found this unusual, because they refunded my deposit to the casino which was 1500 Euro. This move seems like they don't want to let me withdraw money. Can you advise or help me on this issue?
Hello lacvinhbln,
Please note that the verification process may take up to 14 days after sending in all the requested documents. Meanwhile, would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru? Did you contact them regarding the received refund? If yes, what did they respond?
Hi Nick,
I emailed photos of the conversation between me and JooCasino. They always answer that the verification process does not know how long it will take.
The second thing when I asked them why they returned the money I deposited. They said I violated some terms of the Bank, which is funny. The deposit system is given by them. I loaded it in, and there were no errors.
Additionally, I deposited money into Joo 4 times. 500,500,300,200.
They sended back: 500,500 and 300.
Hello lacvinhbln,
How much is your current casino balance? Would it be possible to forward your deposit/bonus and betting history to nikolas.b@casino.guru for further review?
Hi Nick,
My current balance in JooCasino is 12,350 euros. They sent another 100 euros and said it was a Bonus. But since I couldn't withdraw money, I haven't played any more at JooCasino. And the amount I deposit is not related to the Bonus.
I will send photos to your email.
As well as the latest chat.
Latest updates.
As I predicted, today they deleted all the money from my account. And said it doesn't count. Because the money deposited into the casino has been returned. I did not request and cannot return the deposit. They did it on their own, in preparation for not paying winnings to customers .
The email they wrote for me translated into English:
Hello dear Quang,
I hope you are doing well!
I have decided to contact you personally as I have received a response from our finance department regarding the review of your deposits. Unfortunately, we had to write off your profit due to a situation that I will describe to you below. The thing is, the last deposits you used to make your winnings actually went back into your bank account, so you ended up playing with us with nothing. Your account will be activated, but we will request your statement again for future withdrawals to prevent this from happening again. Thank you for your understanding!
As always, I'm happy to help if you have any questions or need my assistance.
I wish you a nice day!
--
Best regards
Hello lacvinhbln,
Did I notice it correctly that you have used Sofort to deposit into the casino? Would it be possible to send a statement from your Sofort account since 26.12. until today to see whether the money was sent out from your payment method to the casino? Please forward it to nikolas.b@casino.guru.
Hi Nick, I send you my December statement. And yes I used Joo Casino's Sofort payment service.And then 2 days later they returned my money. Currently, they have deleted all my money from my account.
I have sent it to you via email.
Thank
Thank you lacvinhbln for all the information provided. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello lacvinhbln,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Joo Casino to join the conversation and participate in the resolution of this complaint.
Dear Joo Casino,
Can you please provide more information as to why the deposits have been returned to the player?
Kind regards,
Adam
Dear lacvinhbln,
We have conducted a thorough examination which, as you have mentioned, has consumed a significant amount of time and determined that the funds deposited into our casino has not, in fact, reached us; instead, they were promptly returned to the originating bank account. The accuracy of this conclusion is also supported by the statements you have uploaded. As a result, any winnings derived from these deposits, which appear to be non-existent, cannot be deemed valid. This situation has arisen as a result of complications with the payment provider, over which, regrettably, we have no influence.
Hello Joo Casino,
Thank you for your response. I have a couple of questions -
It seems that one deposit has made it through, for the amount of $200, is that correct?
You stated that there were complications with the payment provider, has the payment provider supplied any more details about this?
Kind regards,
Adam
Hello Joocasino and Adam, I used joocasino's instant payment service. And the system notifies of successful payment. The amount of 1300 euros was returned 2 days later, without any reason. After I placed a withdrawal order. Note that I called the Bank to ask, and they confirmed that the bank did not withdraw that amount. If the reason given by Joocasino is due to the payment system, it is very unreasonable. Because I deposited 1500 euros. And it will have to be returned in full, not 1300.
Good morning,
In one of the chats, a player sent us a screenshot with the following content:
It is visible that the deposits made in our casino have been returned to the player. From our side, we did not initiate any processes for deposit refunds. Our financial team confirmed that the funds didn't reach us.
Unfortunately, we had to withdraw the winnings for "non-existing deposits".
Our terms state: 9.3 The Casino has zero tolerance for advantage play. Any player attempting to take advantage of casino welcome offers or other promotions agrees that the Company reserves the right to void bonuses and any winnings from such bonuses for reasons including:
use of stolen cards;
chargebacks, and so on.
Obviously the picture I sent is for proof. After successful payment using joocasino's instant payment system. 2 days later the money was returned.
What you are explaining is unfounded and there is no clear evidence for a payment system error.
And you have not answered the question about the amount of 200 euros successfully paid. Why is it not a problem?
Thank you all for your responses.
Dear Joo Casino,
Please clarify what has happened to the remaining 200 EUR. Was that deposit successful? According to the screenshot above, it seems that this amount has not been returned to the player.
Kind regards,
Adam
Sorry that we didn't clarify this from our side.
We confirm that this deposit of 200 euros was not charged back and was lost by the player on the same day it was made.
That means the system can distinguish, the money deposited and lost bets are kept. The winning amount will be returned.
Oh there's really nothing more to say for this explanation.
I'm so grateful that you brought up the central question Adam.
Dear Joo Casino,
Thank you again for the information. We would like to see at what point these deposits have been made in relation to the wagering that has occurred on the player's account.
Would it be possible to see the relevant transaction/betting histories? Please send anything you can provide to my email address - adam.m@casino.guru.
Kind regards,
Adam
Hello lacvinhbln,
I received the requested information from the casino, but have since asked for more details and await further response via email.
I will keep you updated on any further developments.
Kind regards,
Adam
Hello,
Adam can check his email box in order to find additional explanation.
Hello all,
As this case is currently being discussed outside of this thread, I will again extend the timer.
Kind regards,
Adam
Hi Adam.
Time is running out, do you have any news?
Have a good day.
Best regards
Hello Joo Casino,
I have again responded to your email and requested supporting evidence that the amounts mentioned have not been received by the payment provider.
Kind regards,
Adam
Dear lacvinhbln,
It would be very helpful at this point if you could provide some sort of confirmation from your bank that the deposits were not charged back by you or by your bank. Are you able to contact them by email, stating the relevant transaction numbers (as shown in the screenshot previously), and then share their response with us?
Kind regards,
Adam
Hi, thank you Nick. Followed this and helped me.
This morning I went straight to the bank and talked to them. They printed me 3 refunds from Joo's side. They said that any transaction if paid by me immediately, or by bank transfer. The bank and I are not authorized, and there is no way to rebook the money. So there is no need to confirm. That is the law in Germany.
Do you still need me to write them an email? All returns are clearly stated as retoure: meaning returned.
About this, you just need to search to find information immediately. Otherwise, refer to this link.
https://www.deutsche-bank.de/ms/results-finanzwissen-fuer-unternehmen/zahlungsverkehr/11-2020-echtzeitueberweisungen-koennten-der-neue-standard-werden.html#:~:text=Kann%20man%20das%20Geld%20auch,Zahlung%20die%20M%C3%B6glichkeit%20eines%20Recall.
Dear lacvinhbln,
The link you have provided is for DeutscheBank, but your bank appears to be PostBank. Is there anything that clearly states specifically that the refunds have not been charged back by you or your bank?
It is entirely possible for a client to request a chargeback or dispute a transaction in Germany, so it would be best in this case to contact your bank and get some confirmation in writing that can be shared with the casino.
Kind regards,
Adam
Ok I will write an email and will send it to you after receiving the answer. The link I sent is for reference. Because in Germany if the amount is paid by immediate service. It will not be possible to rebook. The bank employee told me so.
Hello lacvinhbln,
Thank you, we will wait for the email from you.
Kind regards,
Adam
Hi Adam, thanks for waiting. I tried to contact via email. and they said that for security reasons they don't work via email. And instructed me to call or go to the postbank. These two things have already been done. Do you want me to record the conversation from the call?
Dear Joo Casino,
At this point, it seems there is no further information that the player is able to provide. It certainly appears that they have tried to obtain more evidence of what has happened.
Up until now, the casino has been unable to provide any proof to back up the claims that there was a payment provider issue, or that the funds have been charged back. Usually, in such cases, the casino is able to contact the payment provider and retrieve such information, so I would like to ask once more if the casino can contact the payment provider again and obtain some supporting evidence.
Kind regards,
Adam
Dear all,
While we acknowledge your efforts to procure additional information, it's essential to note that the returned deposits visible in the player's statement may indeed serve as direct evidence. However, it's imperative to consider that we are unable to initiate chargebacks, and the payment provider has confirmed the non-receipt of funds into our account.
Additionally, it would be beneficial for the player to be informed of the information provided by the bank during their telephone conversation.
Hello all,
As this case is still being discussed outside of this thread, I will extend the timer. Updates will be posted here as appropriate.
Kind regards,
Adam
Hello lacvinhbln,
I have asked the casino if they can contact the payment provider and provide evidence that the deposits were not successful. I am currently waiting for a further response via Skype.
I would like to ask Joo Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.
Kind regards,
Adam
We have already stated our position both via email and in this complaint.
Let's determine how internal correspondence with the payment provider will affect the course of events, especially when the player sees a refund on their statement.
It's absurd what the casino side says. It's just pure talk without any evidence. You've probably done this with many other players. Luckily the 200 euros. You saw it being played and lost, so you didn't return it.And only return the money I won. So now it is proof of what you have done . The amount I pay on your website is by instant payment method. , and it shows Success. I hope after 7 days you can have clear evidence.
Otherwise, this casino will use this trick. Steal a lot of money.
Hello all,
We will be discussing this case internally today at our weekly management meeting. I will post our conclusions shortly after.
Kind regards,
Adam
Dear lacvinhbln,
I have just reviewed all of the information again, and I found in your bank statement a reference to SEPA code RR-01.
Having looked up this code online, it appears that the deposits have been returned to your bank due to some missing information/account identifiers and that this should have perhaps been corrected by your bank:
I therefore recommend you contact your bank with this information, and ask you to share their response here for us to review.
Kind regards,
Adam
Dear lacvinhbln,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Hallo Adam, My bank doesn't work via email. So I will go to the bank and ask them and tell you the right answer?.thanks for helping me
Hello lacvinhbln,
Please do let us know the bank's response.
Kind regards,
Adam
Hello Adam, sorry for taking so long to contact everywhere to ask about this My bank just said that. The amount is returned and recorded as RR01. They also don't know what the reason is. But no rebooking from me or the bank. I tried searching online about this. It is explained as: lack of bank id information. So funny.While I paid 4 times from the casino's system. I have to log in to my account to pay online. And they used the excuse of missing bank id and returned it .
Hello lacvinhbln,
It appears from the information we have that the payments were rejected due to regulatory reasons. It does not seem that this has been initiated by the casino or their payment provider, and as mentioned in the screen shot I previously shared, it seems like your bank should have checked and if necessary repaired the transactions.
I agree that it is a very frustrating and unfortunate situation, especially when the casino account shows that the deposits have been accepted. However, I do believe that as the payments were clearly not received by the casino and have been returned to your bank account, the casino has acted in accordance with its terms and conditions.
Consequently, we are unable to assist you any further with this case and it will now be rejected.
I am sorry I could not be of more help on this occasion.
Kind regards,
Adam
