Joo Casino - プレイヤーは残高を引き出すのに苦労しています。

Hello

I have been trying for a long time to withdraw my money and the only ways it allows me to withdraw are via bank card and cryptocurrencies while depositing the money gives all possible options. The way I made all my deposits was via neteller However, I tried to withdraw my money via bank card and they deny me the withdrawal asking me to withdraw via neteller. But there is nowhere to choose neteller as a withdrawal method. I spoke to them on live chat and they told me to restart my computer, log out and log back into the account. I have done all these steps but the problem is still not solved.

Hello Sneza77,

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 if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? Since when are you trying to withdraw your balance? When was the last time you spoke to the casino and what was it about? Did they tell you why is Neteller unavailable to withdraw with?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

• I don't know the exact date my account was verified, but it's definitely before May 13, 2023. I'm mentioning this date because that's when I made the first withdrawal. From this date onwards all withdrawal attempts were failed.

•  I made many deposits without ever receiving any bonus. The money is purely mine

• According to my transaction history, I am trying to withdraw the money from May 14, 2023

• I have been trying to solve the problem since May 18, 2023. The last time I emailed the casino was Friday, May 26, 2023. They asked and I emailed them two screenshots of the deposit and withdrawal methods. They haven't contacted me since.

• They never explained to me the reason why neteller is not given as an option.

Best regards,

Snezana

Hello,

We sincerely apologize for the inconvenience you have experienced with the withdrawal to Neteller. We want to assure you that we have escalated your issue to our technical department. Rest assured that our team is actively investigating the issue and exploring all possible solutions. We appreciate your patience and understanding during this process. We will keep you updated on the progress and provide you with a resolution as soon as we have one.

Good evening, I received the following mail from the JOO casino:

"Please, make a minimal deposit via Neteller, after that Neteller should be available for withdrawal methods. You won't have to wager the deposit."

it really happened that way. I made a small deposit and then I was presented with the neteller withdrawal option. I requested a withdrawal of 1500 euros, and I am waiting for my money to be deposited into my account.

Hello,

We are glad to have been of assistance. We hope your funds have already been credited to your account.

Hello Sneza77

Please let us know once the money arrives so we can move on with the complaint accordingly.

Yes they fixed that, and i get the withdraw back. Thanks a lot!

Dear Sneza77,

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,

Casino.Guru