Joo Casino - Hráč se snaží dokončit ověření účtu.

Hello,

I have a problem with withdrawal.

I’ve uploaded my documents to my page for vertification. Adress and my ID are vertified, but when I sent them my bank card from both sides they declined it and then asked for bank statement that has my name, card number, expiry date on it. I sent them official bank statement from my monthly income, that has account number, my name and my adress on it, they declined it. I went to my bank to ask for a statement that has my card number on it and they said they don’t do that, because of security. For last time I tried today and sent bank card from first side that has card number,expiry date and last side that has my name and account number and also a bank statement that also has my account number on it, all in one document. I don’t know what else to do, I can also send you those documents to see. I’ve never had such problems on other casino pages and I’ve done everything the same and they accepted.

Thank you for your time

Dear lale,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello,

Yes I have only the payment method is the problem. I have submitted for adress and ID and they accepted it

Thank you very much, lale, for providing all the necessary information. I do apologize for the late response. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello lale,

I will assist you with the complaint from now on. I would like to ask the representatives of Joo Casino into the discussion in order to help us resolve the issue with verification documents.

Joo Casino, could you please advise which document you require to successfully verify lale's credit card? Why weren't the first documents lale submitted to you accepted?

Hello lale and Casino Guru team!

The initial credit card photo was declined because the card did not have the player's name. The player uploaded the card backside containing the name, however, without other details it was not deemed enough for verification. That served as the reason for the request of an additional bank statement which can prove the card ownership, which is a standard practice employed in cases when payment methods cannot be verified normally.

As we can see, the required document hasn't been uploaded, which was the major reason for verification and withdrawal delay. Unfortunately, the player recalled and played through the withdrawal by now.

Please let us know if we can be of further help.

Best regards,

Joo Casino

Hello all,

Thanks for the reply to Joo Casino representative.

Could you please comment, on why the official bank statement from lale was declined?

The bank statement was not accepted because it did not have any information that could verify the player's card PAN number.

Best regards,

Joo Casino

Hello all,

thanks for the clarification to Joo Casino.

lale,

Do you have the option to provide a document from which it's apparent the credit card is associated with your bank account?

Hello,

no I don't have option to get document that has PAN number on it, only account number. As I said, I've uploaded both sides of my bank card and also that document, from monthly income, where you can see account number the same as one on my bank card. I went to bank, e-mailed them and they refused to give me kind of document with my PAN number on it...

Casino Guru, thank you for trying to help me solve this problem and sorry if I waited your time, but I see we will come to no conclusion so if you can please close the case and I won't visit joo casino anymore. Thank you again.

waisted*

Hello all,

lale,

I am sorry to hear that. If you decide you wish to stop resolving the case I will have to reject it. Are you sure you don't wish to pursue this further?

Do you have perchance a document that says the card was issued to your person? Banks might provide you with such documents on request.

Please let me know. Much appreciated!

Dear lale,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Iale,

As per your request, we are now closing the complaint as ‘rejected’. We are sorry we couldn’t be of help to you with this issue. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.