Joo Casino - プレイヤーのアカウントは閉鎖されました。

I created my account yesterday, placed some bets and won a large prize of 1600 R$. I verified my account through several processes they requested so that I could withdraw. After that, my withdrawal remained pending for several hours, and today when I went to access my account, it shows that it was deactivated for no reason.

criei minha conta ontem, fiz algumas apostas e consegui um grande premio de 1600r$, verifiquei minha conta com vários processos que eles pediram para eu conseguir sacar, após isso meu saque ficou pendente durante varias horas e hoje quando fui acessar minha conta está constando que ela foi desativada sem motivo algum

Dear filipebiel201,

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. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you provide any documents to verify your account before it was blocked?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I only bet on slots, I provided all the documents they asked for, I didn't accumulate any winnings with active bonuses like free spins or anything like that, they sent me an email to refund my deposit but I wanted to receive the amount of my winnings because the amount would be very important to me.

Eu apostei apenas em slots, eu forneci todos os documentos que eles pediram, não acumulei nenhum ganho com bônus ativo como rodadas gratis ou algo do tipo, eles me enviaram um e-mail para reembolsar o meu deposito porem eu queria receber o valor dos meus ganhos porque o valor seria muito importante para mim.

Thank you very much for your reply, filipebiel201. Have you tried contacting the casino regarding the blocked account? 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.

I've tried to get in touch but there's been no reply

Ja tentei entrar em contato mas nao obtive resposta

Thank you very much, filipebiel201, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, filipebiel201!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player.

Thank you!

Hello,

The reason lies in the following:

7. The use of the bonus funds purely to progress through the bonus stages is prohibited. For example, it’s prohibited to use the bonus or cash funds purely to progress through the bonus stages (e.g. collecting 9 out of 10 coins to reach a bonus feature) and then the final stages (e.g. playing to collect the final coin to reach 10 out of 10 coins to reach the bonus feature), and to complete the stages with cash bets when the bonus funds have been forfeited, lost or wagering met and converted to cash. All the winnings gained during such a play may be considered void.

7.8. The player is not allowed to use any strategies while playing with an active bonus in order to fulfil the requirements to wager the bonus. If the player uses such strategies, and if the Casino has sufficient grounds to believe that the player's actions are aimed solely to obtain financial benefits using the bonus advantage, then the Casino reserves the right to cancel all the player's winnings.

The deposits will be refunded to a crypto wallet, please share the details by sending an email.

In this case I didn't use any strategy, I just kept playing in the same slot after losing the bonus

No caso eu nao usei nenhuma estratégia apenas continuei jogando no mesmo slot após perder o bonus

So much so that I spent my real balance to get the winnings and it wasn't 9/10 - quite the opposite in fact

Tanto que eu gastei meu saldo real para conseguir o ganho e nao estava 9/10 muito pelo contrário

In addition, I played games that were allowed in the promotion because there are several restricted games and I only used the ones that were allowed, I don't know if it was a mistake by you regarding this flaw but I didn't abuse any strategy I just kept playing the same slot

Alem que eu joguei jogos que estavam permitidos na promoção pois tem varios jogos restritos e ultilizei apenas os liberados, nao sei se foi um erro de voces em relação a essa falha mas nao abusei de nenhuma estratégia apenas continuei jogando o mesmo slot

The reality of the situation with confirmation of the violation was sent to the forum representative.

We have requested help with further evidence from the casino.

Hello, filipebiel201!

Unfortunately, we have received an evidence form the casino that proves the fact that you have participated in delaying bonus rounds. I do not know if it was intentional or no, but the fact is that you have received a unfair advantage because of it. We do not consider such practices acceptable and, therefore, I must reject your complaint.