Joo Casino - プレイヤーの賞金が遅れています。

I played using a deposit bonus on this site.

I was lucky to win and attempted to withdraw my winnings. However, I was unable to log in to the site and, upon inquiry, was asked to verify my identity, which I did.

Out of the $12,000 balance, only $2,500 was withdrawn once, and it's been over a month since then with the rest of the balance still not withdrawn.

I've inquired multiple times and been told that the remaining amount would be withdrawn immediately, but it hasn’t happened yet.

I would like you to urge the site to process the withdrawal of the remaining balance.

こちらのサイトで入金ボーナスを使ってプレイしました

運良く勝って出金しようとしたのですが、サイトにログインできなくなり問い合わせたところ本人確認を求められたので本人確認をしました

残高$12000のうち$2500が1回だけ出金されたのですが、その後1ヶ月以上経っているのですが残りの残高が出金されていません

問い合わせをして、すぐに出金しますと言われていますが一向に出金されません

残りの残高が出金されるようサイト側に催促をしてほしいです

Hello satoshinyo,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Joo Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when is your account fully verified?
• What kind of bonus did you use?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

The certification will be completed around September 15th.

Two days later, $2500 was withdrawn.

Used the first deposit bonus

I had been communicating with them via email, but I stopped receiving replies, so I contacted them via live chat about two weeks ago.

9月15日頃に認証は終わっています

その2日後くらいに$2500が出金されています

初回入金ボーナスを使用しました

メールでやりとりしていたのですが、返信が来なくなったのでライブチャットに問い合わせをしたのが2週間ほど前です

Thank you satoshinyo for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear satoshinyo,

I hope you are well. I regret to learn about the difficulties you are facing with your withdrawal. I will contact the casino and see what can be done once it replies.

Dear Joo Casino,

I would appreciate your assistance in addressing the player’s concerns regarding their withdrawal request. Could you please provide the current status and an estimated timeline for processing? Thank you for your attention to this matter. If you have any supporting documents, please send them to my email at natalia.b@casino.guru.

Best regards,

Natalia

Good day,

We are going to review the case as soon as it is possible.

The player will be contacted by a support personnel.

Thank you, Joo Casino. I hope you will share the review results with us as soon as possible.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

The second withdrawal was finally made 4 days ago, but again it was only $2500.

I have about $7000 left in my balance, so please withdraw it all at once.

4日前にようやく2回目の出金がされましたが今回も$2500のみでした

残りの残高があと$7000くらいあるはずなのですがまとめて出金してください

Thank you for the updates, satoshinyo. I hope the remaining balance will be approved for withdrawal soon, too.

Dear satoshinyo, have you received any further payments since your last message?

Hello,

The user should have received all funds already.

The remaining $7000 was deposited on November 28th.

This has now been fully withdrawn

11月28日に残りの$7000が着金しました

これで全額出金されました

Dear satoshinyo,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Natalia

Casino.Guru