Joo Casino - Player’s withdrawal is delayed due to KYC process.

Hello,

I made a deposit without a bonus to Joo casino and happened to win some money on roulette and blackjack.

Afterwards I there was a third party kyc verification process, where I took a photo of my passport, a selfie and sent a bank statement as a proof of address. That went smoothly.

However, my withdrawal wasn't accepted since they requested a selfie with a passport and proof of payment document. The selfie was accepted quickly, but that was not the case with proof of payment document.

The document was rejected time after another. I tried sending a bank statement containing all the requirend information of different deposits. I also tried sending a receipt of my latest deposit, since the bank statement from January isn't yet available. The documents were still rejected.

Later someone in live chat told me that there must be every deposit visible in the proof of payment document, not only one of the deposits as usually.

I sent an email to the customer support on 4.1. to confirm that, but haven't had a response.

It seems very strange that a proof of payment document should contain information about every deposit that I have ever made to the casino. Especially since, I have always used the same deposit method (Trustly) with the same bank account. Luckily I haven't made more than three deposits, one November, one December and one at the beginning of January. The deposit in January was the only one that led to a withdrawal attempt.

My bank issues the bank statements at the end of the month as every bank does. Since I made the deposit on 2.1. I would have to wait over a month just the get the kyc done.

This feels totally unreasonable and it seems that the only reason for such bizarre kyc producedure is to delay the payment. Is it allowed to operate this way and should a casino that operates this way really have a rating of 8.9?

Thanks!

Dear kolmogorov, 

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 specify if you are able to provide the casino with a bank statement in PDF format starting from November, when you made your first deposit, up until today? This document should also contain your personal information.

Have all your other documents been successfully approved?

When was the last time you sent a document to this casino for verification?

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

Hello Veronica!

Thanks for the answer!

I have sent the PDF bank statements from November and December, showing the deposits and all the other required information. However, they are not accepted since they don't show my deposit from January.

All the other verification documents have been accepted.

Last time I tried sending the documents was on 6.1. At that time I sent the bank statements from November and December and a receipt of the payment from January. They were rejected the next day. Before that I had also tried sending the documents a number of times.

Thanks!