Joo Casino - プレイヤーの出金が遅れている。

I have two pending withdrawals (1000 euros and 4000 euros). I sent an email and no reply.

Ich habe zwei ausstehende Auszahlungen (1000 Euro und 4000 Euro). Ich habe eine E-Mail gesendet und keine Antwort.

Dear danykurl,

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

Hello Kristina,

KYC verification is complete as I have already made withdrawals.

The casino holds the payout for no reason.

Nice day

Hallo Kristina,

Die KYC-Verifizierung ist abgeschlossen, da ich bereits Auszahlungen vorgenommen habe.

Das Casino hält die Auszahlung ohne Grund zurück.

Schönen Tag

The payments have been rejected and they have requested more documents. Deposit receipts and SefieId.

I have sent everything. Waiting for verification.

Verified Documents. Here, too, I made the payments. We will wait.

Verifizierte Dokumente. Auch hier habe ich die Auszahlungen vorgenommen. Wir werden warten.

Dear danykurl,

Have you received your withdrawal from the casino yet?

Dear danykurl,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Payments received after 2 weeks. They simply withhold payments so that you keep playing and lose everything. Tip: If you win, wait, send the documents and wait. Thank you very much.

Nach 2 Wochen Zahlungen erhalten. Sie halten einfach Zahlungen zurück, damit Sie weiterspielen und alles verlieren. Tipp: Wenn Sie gewinnen, warten Sie, schicken Sie die Unterlagen und warten Sie. Danke schön.

Dear danykurl,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Kristina

Casino.Guru