The player from Germany was struggling to cash out his winnings as the casino continuously requested new documents for verification, subsequently rejecting his payout request each time. Despite being a verified user who had made withdrawals in the past, his recent attempts were rejected. The casino's continuous request for new documents and non-responsiveness from his VIP manager had added to his concerns. However, the issue was successfully resolved when the casino paid out his winnings. The complaint was then closed as 'resolved'.
Joo Casino - Player's withdrawal request persistently denied due to missing documents.
Amount: €7,000
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
They simply won't pay out my winnings.
Every time, a new document is missing and when I upload this one, another one is suddenly required.
Each time, they reject my payout request and I just don't know what to do next.
I'm worried that I won't receive my winnings.
Please, could someone help me?
Automatic translation:
Public
Public
8 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.
- Have you been informed what specifically seems to be a problem in verifying your account?
- Could you please advise how many days ago you requested a withdrawal and started the account 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,
Petronela
Public
Public
8 months ago
Translation
I am already verified there and have made withdrawals in the past.
But this time they are standing in the way, it seems.
The specific problem with verification seems to be that they keep requesting a new document, which I keep submitting.
However, there are no payouts because they are always rejected by the casino itself.
I made the first withdrawal request on March 4, 2024 at 11 a.m.
In addition, even my VIP manager doesn't respond to my emails.
As I said before, I have a feeling that you simply don't want to pay me my winnings.
Edited
Automatic translation:
Public
Public
8 months ago
Translation
Please close the case,
the casino paid out.
Thank you for the quick response and help.
Automatic translation:
Public
Public
8 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, janaipahlish, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
