The player from Hesse has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The complaint was rejected because the player didn't respond to our messages and questions.
Joo Casino - Withdrawal of player's winnings has been delayed.
Amount: €500
Joo Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello I have a problem with the payout I transferred with Klarna immediately now the casino wants a PDF document which contains my name, my IBan and the name of the casino because my online statement only says numbers and powercash. I just phoned Klarna and they can't send me something like that because they only see my account number or my name in encrypted form. So there is no such document that they want from my bank, but they don't understand that for whatever reason
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1 year ago
Dear Lolek100,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Translation
They won't transfer anything to me as long as I don't present a deposit slip, I sent them what I have but there's neither name nor IBan
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1 year ago
Thank you very much for your reply, Lolek100. Do I understand correctly that verifying your deposit seems to be the only obstacle here? Has the casino approved the rest of your documents?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
