Joo Casino - Hráč se snaží ověřit svůj účet.

I had it verified and was confirmed....if confirmed, woe would I not have played, but when paying out, they always ask for a document that I have already sent 100 times, but it always doesn't fit

Ich habe verifizieren lassen und würde bestätigt....wenn bestätigt wehe hätte ich nicht gespielt aber bei Auszahlung die verlangen immer Dokument was ich schon 100 mal geschickt aber passt immer nicht

Dear gdeluca926,

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.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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

Everything they ask for has already been sent and how it was confirmed to me that my account is verified so I'm done with the documents, I've made a screenshot of this confirmation

Alles was die verlangen hab schon geschickt und wie gesacht würde mir bestätigt das mein konto verifiziert ist also fertig mit Unterlagen ich habe Screenshot gemacht von diese bestätigung

Do I understand correctly you received a confirmation your documents were approved on the 19th of December?

Could you advise which department of the casino is asking you for which documents? Could you advise when exactly did you request a withdrawal from the casino?

All the documents needed for kyc on the photo is the o'clock time the approval and the same tag at 00.00 am approximately the payout at 2 am tomorrow would be rejected.

Alle Dokumente was für kyc benötigt auf Foto steht die Uhr Zeit die Genehmigung und das gleiche tag um 00. Uhr ungefähr die Auszahlung um 2 Uhr morgen würde abgelehnt.

Tax office who want to issue a screenshot of the account where there is a payment over 50 with my name and iban but I sent that too and it was approved but I don't care about any of that I'm fed up with it being a rip off

Finanzamtes die wollen ein Screenshot vom Konto auszugeben wo ein Zahlung über 50 steht mit meine Name und iban aber das hab ich auch geschickt und würde genehmigt aber alles das ist mir egal ich habe es satt das ist abzocken

I understand you are frustrated. Before we contact the casino could you please advise if you accumulated your winnings with or without an active bonus? Could you please confirm the disputed amount in the complaint represents your current withdrawal request?

No, I always do without a bonus, but the profit is all gone now, but the problem is I wouldn't have played if the account wasn't confirmed

Nein ich mach immer ohne Bonus aber das Gewinn ist jetz alles weg aber das Problem ist ich hätte nicht gespielt wenn das konto nicht bestätigt wären

Sadly, since you have played your winnings, I’m afraid there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. For future reference, please contact us as soon as the issue occurs so that we can intervene before it's too late.

Please let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to close your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear gdeluca926,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.