Joo Casino - 入金確認の問題により、プレイヤーの出金が遅れています。

The casino is refusing to verify my deposit transactions.

I deposited via Jeton and now I want to make a withdrawal, but they are not allowing it and keep denying it

Casino will meine Einzahlungstransaktionen nicht verifizieren.

habe über Jeton eingezahlt und möchte jetzt auszahlen aber sie lassen es nicht zu und lehnen es immer wieder ab

Dear Antonella1804,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying your payment method and corresponding deposit is the only obstacle when withdrawing your winnings?
• What exactly does the casino request?
• Please forward your correspondence with the casino regarding the issue to my email at tomas@casino.guru

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,

Tomas

Attached are some screenshots of my problem.

This casino simply does not want to accept my data, which Jeton can only provide to me.

I just want my money paid out and nothing more.

Anbei einige Screenshots meines Problems. 

Dieses Casino möchte einfach meine Daten nicht annehmen, die Jeton mir aber nur zur Verfügung stellen kann.

Ich möchte einfach nur mein Geld ausgezahlt haben und mehr nicht.

Case can be closed is resolved

Fall kann geschlossen werden ist geklärt

Dear Antonella1804,

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 issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru