Joo Casino - Výběr hráče je opožděný.

Have been frustrated in a successful withdrawal of some of my winnings.

Every rejection had a new reason why.

I have withdrawn funds before, again after some badgering and so much back and forth, but his time is worse than before.

Current requirement (a new one) is that l submit a photo of my ID next to my face and also showing that it my arm holding my ID.

Even after achieving this gymnastic feat (I'm in a wheelchair) I am still having my withdrawal requests cancelled.

Currently not hearing back from my VIP manager. Current withdrawal request is pending.

Dear Lizzispins,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you so much for your response.

My concern is the repetitive cancellations of my withdrawal attempts, with each new one requiring some - previously not required - "verification" of my account, even though l have previously received successful payouts.

Thank you for your reply, Lizzispins. Could you please advise when exactly you made your last successful withdrawal? Do I understand correctly that you have already provided all the required documents?

Have you accumulated your winnings with or without an active bonus?

Last withdrawal request was made 30 Dec 22, approved and payment has now been received on 3 Jan 23.

All relevant documentation had previously been submitted and accepted.

There was no active bonus involved in the winnings.

Before we contact the casino, 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.

Dear Lizzispins,

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.

As mentioned a week ago in my comment, above, payment has been received.

Thanks for your support.

As posted a week ago, payment has been received.

Thanks for your help.

Dear Lizzispins,

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 any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru