Joo Casino - 選手の退場が遅れました。

I have received a withdrawal last year never had a problem now I had a win for

first time in a year after playing all year and I can’t withdraw it says pending and casino says there is a problem which they are resolving but it isn’t being resolved

Dear mattstirling45,

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

• Can you confirm whether you've been requested to verify your account again, considering that the last verification occurred over a year ago?
• Have you accumulated your winnings with or without an active bonus?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Dear mattstirling45,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.