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Ladies and Gentlemen

I registered at Joo Casino today and deposited €70.00. Immediately afterwards I was deactivated and I can no longer log in. I haven't played with it either! The €70.00 was debited from my bank account. Please make sure I get the money back. The chat directs me to contact her via email at support@joocasino.com. But I get no answer from them.

Sehr geehrte Damen und Herren,

ich habe mich heute bei Joo Casino registriert und 70,00 € eingezahlt. Direkt danach wurde ich deaktiviert und ich kann mich nicht mehr einloggen. Ich habe damit auch nicht gespielt! Die 70,00 € wurden von meinem Bankkonto abgebucht. Bitte sorgen Sie dafür, dass ich das Geld zurückerstattet bekomme. Der Chat verweist mich darauf sie via E-Mail auf support@joocasino.com zu kontaktieren. Doch von diesen erhalte ich keine Antwort.

Dear eurogalaxy85,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you played any of your deposited funds or your account was blocked right after depositing? Was your account verified successfully already?

Furthermore, if there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

It all happened immediately. I registered. After that I immediately deposited €70 and after that I was deactivated. I haven't played a penny of the €70.

I think I know what the problem is. I got myself banned from some casinos. Most of the time, when I register at a new casino, I am immediately kicked out because of the ban (it doesn't take 5 seconds). At joo Casino, however, it was now that I still had enough time to deposit money.

Das Ganze fand unmittelbar statt. Ich habe mich registriert. Danach sofort 70 € eingezahlt und danach wurde ich deaktiviert. Ich habe keinen Cent von den 70 €, gespielt.

Ich denke ich weiß was die Problematik ist. Ich habe mich selbst bei einigen Casinos sperren lassen. Meistens ist es nun so, dass wenn ich mich bei einem neuen Casino registriere, ich sofort danach, wegen der Sperre, rausgekickt werde (also es dauert keine 5 Sekunden). Bei joo Casino war es jetzt jedoch so, dass ich noch genug Zeit hatte Geld einzuzahlen.

Thank you very much, eurogalaxy85, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear eurogalaxy85,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Joo Casino to the conversation to participate in the resolution of this complaint.

Dear eurogalaxy85,

Thanks for sharing your problem with us. Your account was closed by the system due to the fact that you requested an account blocking on another brand without the ability to play on all projects under the same license.

We apologize that the block did not work immediately at the time of registration and the deposit reached our casino, our managers have already contacted you with a request for bank detailes, and two days ago the task was transferred to the appropriate department. We ask you to wait a little, as soon as possible, the money will be returned.

Sorry for the inconvenience.

Thank you Joo Casino team for the explanation.

Dear eurogalaxy85,

Please let me know when your money returns.

I have now received my coal. Many Thanks.

Ich habe meine Kohle mittlerweile erhalten. Vielen Dank.

Dear eurogalaxy85,

I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter