Joo Casino - Hráčův účet byl zablokován.

Dear hssx123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise which country you chose during the registration?

Do I understand correctly that the casino confiscated your winnings accumulated with a bonus? How much money did you have in your casino account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina, I chose China when registering, and my phone number is also+86 from China, and I did not receive any regional interception. The amount I was confiscated was approximately 9000+doge (virtual currency), equivalent to around 500 US dollars, but the platform only refunded the amount of my deposit.

This is the reason why I opened this website. After opening it, I was not intercepted and prompted, and the country of registration was China, and the mobile phone number was also China. Then I successfully registered and made a deposit. Before registering, I also read the terms and conditions of the website, but there was no clause in the Google translation that China was not allowed to visit this item. I think this is a mistake. I want my bonus back. It's not much for the platform, but it's very important to me.

Thank you very much for your reply, hssx123. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you very much, hssx123, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you Kristina, and good luck to you, too.

Thank you for your team's help

I will respond positively to the reply.

Hello, hssx123,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. I also checked it myself a while ago. Rule 2.4 is visible there normally, and the last update of the casino's Terms and Conditions allegedly took place in February 2022, however, it seems the rule in question had to be updated later, in the last few months. It is very likely that it was there upon your registration. In addition, in most online casinos, there is a point in their Terms and Conditions saying that the English version of the rules prevails.

However, although both China and Hong Kong are restricted according to the casino's Ts&Cs, it is not completely clear how is it possible you were allowed to register in the way you described, and why the winnings should have been confiscated since it was not enforced by the casino's system. Therefore, I would like to invite Joo Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Joo Casino team,

Could you please provide us with an explanation of the player's situation in more detail?

If the player from a restricted country was allowed to register, deposit, and play in the casino, and if his winnings were accumulated legitimately - he did not breach any other Terms and Conditions, is there a possibility for the casino to reconsider its decision and restore/pay out his disputed winnings?

Thank you in advance for providing the information.

Dear Branislav,

Thank you for your inquiry regarding the player's situation. We appreciate your prompt attention to this matter.

Upon reviewing the case, we regret to inform you that we are unable to reconsider our decision to return the player's winnings (we already refunded the whole deposit's sum). A technical malfunction on our end allowed the player to register, deposit, and play from a restricted country. Unfortunately, due to this unforeseen issue, we cannot guarantee the successful processing of withdrawals or refunds, especially in cases where it involves a breach of our current Limitations of Use policy.

We understand the player's concerns and frustrations, and we sincerely apologize for any inconvenience caused.

But I saw a refund case in the same situation as me.

Also, I entered the webpage from the forum. Before I entered, I wrote that China players were allowed, so I registered, and the registration options included China and China's mobile phone numbers.

If there are problems with the description of the forum and the technology of the casino, why do I have to bear everything?

I have always trusted foreign casinos, and I have always played without regional blockade.

I won't play in your casino in the future. please help me.

Dear hssx123,

Thank you for providing additional details about your situation. We understand your concerns, and we appreciate you taking the time to share your perspective.

While we acknowledge your reference to a previous refund case, each situation is unique, and decisions are made based on the specific circumstances at the time. The decision made two years ago in a different case does not directly correlate with your current situation.

Regarding the issue with the forum description and the registration process, we sincerely apologize for any confusion it may have caused. However, it's essential to note that our Terms of Use clearly state that the casino cannot guarantee the successful processing of withdrawals or refunds in case of breaching the current Limitations of Use policy you agreed with upon your registration.

Dear joo Casino

I didn't know. I didn't mean to violate your terms, but I'm really innocent.

From my point of view, I really don't see any clauses that prohibit me, just like the forum page now says that China users are allowed under your website.

This money is really important to me. I ask you to re-examine my case, even if you return some of it to me, it will also allow me to continue my life.

First of all, thank joo Casino for replying to me. I appreciate it.

I want to say I have chosen many casinos among casino guru for a long time, and finally chose joo.I submitted my kyc certificate, which is not easy in China. I spent a lot of time and thought I could withdraw money. I am really sad, Not only because the bonus was confiscated, but also because in so many casinos, I trust you most.😭

I can understand what the casino said："A technical malfunction on our end allowed the player to register".However, I believe it is very simple to remove the restricted countries from the registration list, so I think this is an induced registration.

The casino also admitted that there was something wrong with their technology, so why should I bear everything? If I lose my deposit, I believe the casino will not give me a refund because of technical problems.

Besides, I don't think I'm any different from the previous case. I watched his case over and over again. In fact, this is one thing.

Combining these two points，I won't find that I'm not allowed

Thank you both for your replies and additional information.

Now I would like to summarize the gathered facts and provide you with an explanation:

• Although we try to update our reviews regularly and keep the data up-to-date, in our big database of several thousands of online casino reviews, it is impossible to have all the information correct; in this industry and considering fast-changing casinos' websites on a daily basis (as well as their T&Cs), we would have to update all reviews every day, which is not technically possible
• Restricted countries for Joo Casino on casino.guru were updated recently by our Data Team, so now, it should not show China or Hong Kong as accepted anymore; however, the last complete review update was done some time ago, and at that time, the countries in questions were not there, which means the change had to take place during in the last few weeks/months
• It is the true and correct information that - the casino has China/Hong Kong clearly stated in its Terms and Conditions as restricted countries, each player is obliged to read the rules before accepting them, and the casino is not liable for any incorrect information on 3rd party forums
• On the other side, the casino's rules, especially if we are talking about restricted countries or bonuses, should be enforced by its system or software, and restricted players should not be allowed to register at all, which we explain in more detail in our Fair Gambling Codex
• If the player managed to register/deposit/play only thanks to hiding his real location (VPN), it significantly changes the situation

Dear Joo Casino Team,

We understand that each case is unique, and we try to consider them individually case by case. However, in this situation, we have to side with the player and agree with him that it does not differ a lot from another complaint he referred to.

Regardless of the information he found on our website before the restricted countries update, it basically does not change the fact that he should have been prevented from registering at the casino.

This is a part of the introductory section of our Fair Gambling Codex:

"Definition of fair casinos

A 'fair casino' is an online casino that:

• Pays out all legitimate winnings
• Doesn't have any unfair clauses in their Terms and Conditions (T&Cs) (more on this later in the article)
• Doesn't use any deceitful practices to trick players
• Enforces restricted countries (doesn’t allow players from them to create an account or play from a restricted country) and restricted bonuses (only gives bonuses to eligible players)"

Feel free to read more about our attitude regarding the restricted countries and bonuses in sections 6 and 7 of the same article.

Based on the above stated, and that the mistake was made on the casino's side, we would like to recommend the casino reconsider its decision in the matter and pay out the player's legitimate winnings.

However, in case there is anything that I overlooked and that could change the situation, feel free to correct me. Did the mentioned technical malfunction allow players from both restricted locations (China/Hong Kong) to register/deposit/play in the casino, or did it allow players only from one of the locations in question to do it?

I can see that the player provided us with the screenshots with "China accepted" information only from our website and that he was able to choose this country upon registration. But, in his first post, he also mentioned that he had to use a Hong Kong VPN to access the website. Does he reside directly in Hong Kong according to the personal data filled out upon registration? If not, was the technical malfunction related only to Hong Kong, so the player would not have been allowed to register if he used his original IP (China) to access the casino website? Did he use Hong Kong IP to bypass the casino's restriction? If so, can you prove it somehow? If not, and it did not matter from which location he accessed the website and he would have been allowed to register anyway from China, is the casino please able to reconsider its decision following our recommendation?

I want to say that I use Hong Kong VPN only for Google translation, and it is not a necessity. I can also use the China network to visit the website, even now. When I register, it will automatically recognize that I am a China user, just like in the picture, and I don't even have to choose a country.

Alright, hssx123, I understand. Thank you for your explanation and clarification. Please note I edited my previous post a bit after it was posted and before you replied.

Anyway, let's now wait for the casino's response.

Hello,

We will consider in details your responses and get back to the user via email shortly.

Hello, Joo Casino.

If I haven't replied to my email in a timely manner, you can remind me here. Thank you

Hello Joo Casino, I'm sorry to bother you, but I haven't received your email so far.Do you have any new news, Is there anything I can do🥺

Dear Branislav, Hello.

I don't know why Joo Casino hasn't contacted me. I can't reach them, I still need your help, and I am also looking forward to hearing from Joo Casino.

If I have any new messages before Branislav replies to me, I will reply here

Thank you both in advance.

I received this email

Dear hssx123,

Thank you for the update, and I am sorry for the delay.

Good to hear such great news! It looks like things moved significantly forward.

At this point, I sincerely believe it should only be a matter of time before the payment comes to you.

I will keep this complaint open pending your confirmation of a successful transaction credited to your payment method or an update. However, I am not able to keep it open for an indefinite period.

Although it is not completely clear how the refund should be processed and how long it will take, from our side, prior to submitting a complaint, we usually recommend players wait at least 14 days after requesting a withdrawal, which is comparable to your current situation. Therefore, for understandable reasons and based on the information you received from the casino, I will set up the timer for the casino for approximately 14 days, to keep track of the processing time, and we will wait for your update. If the payment is received earlier, please, let us know about it as soon as possible.

If nothing changes until the current timer expires, I will ask the casino about an update again.

Thank you for your patience and understanding. Looking forward to hearing good news from you.

It's okay, Branislav. I understand that you are busy with your work. I will reply here as soon as I receive the money. Thank you for your help for so long. I really appreciate it.

At the same time, I would also like to thank joo Casino for handing out my bonus. Your high score is reasonable.

I have received a bonus and can close the case, Branislav. I sincerely appreciate everything the forum has done. It's great to have you all!

Good day,

Good, let's wait for a response from Branislav.

Thank you, hssx123, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you very much too, Joo Casino team, for your help and cooperation!

Best regards,

Branislav, Casino.guru