Joo Casino - プレイヤーの撤退はキャンセルされました。

Two days ago, I requested a withdrawal. However, after 24 hours, the payment was canceled. No one in the chat is responding to my question about why the payment was canceled. I uploaded all necessary documents, and they are under review. Yet, the withdrawal to LTC was canceled.

Позавчера поставил на вывод. Но через сутки отменили выплату . в чате никто не отвечает на мой вопрос почему отменили выплату . все документы занрущил . они в обработке . но выплату на LTC отменили

Dear Antonno,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’re facing with your withdrawal.

To help us better understand the situation and assist you more effectively, could you please provide the following details:

• Did you use any bonus funds to accumulate your winnings?
• What type of games did you play when you earned these winnings?
• Have you received any additional communication from the casino regarding the cancellation of your withdrawal, or any updates on the status of your documents?
• Did the casino provide any reason for canceling the payment, or was it just a generic cancellation message?

Please feel free to forward any relevant communication or documentation to petronela.k@casino.guru. This information is crucial for us to proceed with your case and help resolve the issue.

Your cooperation is vital for us to mediate effectively with the casino and assist you. Without your input, we may not be able to proceed with resolving this complaint.

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

Due to an extremely high volume of complaints, we kindly ask for your patience. While we aim to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you happy holidays!

The casino sent a response that I need to go through verification through the system

Sumsab. I uploaded a selfie there but a bank statement. They don't accept it. Although all casinos accept it. It's from December of this year. Tell me what else I need to provide to this casino for withdrawal.

Казино прислало ответ что мне надо пройти верификацию через систему

Sumsab. Я загрузил туда селфи но выписку из банка . они не принимают . хотя все казино ее принимают . она от декабря этого года . скажите что мне еще надо предоставить этому казино для вывода

Thank you very much, Antonno, for providing all the necessary information. I will now transfer your complaint to my colleague, Kubo (jakub.m@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear Antonno,

I sincerely apologize for the delay in my response. I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Joo Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Joo Casino,

I kindly request detailed information regarding this case, specifically the reasons for the cancellation of the player's withdrawal. Additionally, could you please provide an update on the current status of the player's verification process?

Thank you in advance for your prompt response.

Best Regards,

Kubo