Pleas Help Joo Casino

Salar87

Newbie member
PABinit
Joined
Jun 25, 2022
Location
Berlin
I'm registered at some Dama Casinos and have lost over €50,000 in the last few weeks, but I can't complain about the casino here because I've had big wins several times which I've gambled away again. I was very lucky last week and won almost €100,000 at Joo Casino. I immediately set myself a limit so I can't get my winnings. Now to my problem: Unfortunately, Joo Casino has a withdrawal limit of 15,000 per month, so the withdrawal would take over half a year, which is really a very long time. Now I asked the VIP manager if VIP players can't make an exception? She wanted to discuss this with the general manager and give me some feedback. Today I got the said feedback with the following offer: If I had 50,000 split points, they would pay me an additional €10,000, but the problem is that in order to reach 50,000 points, you have to have a turnover of €1 million (no kidding) I was recommended by Gamblejoe to contact you I hope you can help me and please understand that if I lose so much there I would also like to have my winnings in full if luck strikes me.
 

dionysus

Good(w)ill Ambassador
CAG
MM
Joined
Apr 27, 2009
Location
the land of snow and maple syrup
TBH I'm not sure what the problem is.
I mean, sure it sucks to wait that long, but if the casino clearly states they have a max WD limit, it kind of is what it is if you choose to play there (barring of course exceptions like jackpots that are paid by the provider).
 

Salar87

Newbie member
PABinit
Joined
Jun 25, 2022
Location
Berlin
TBH I'm not sure what the problem is.
I mean, sure it sucks to wait that long, but if the casino clearly states they have a max WD limit, it kind of is what it is if you choose to play there (barring of course exceptions like jackpots that are paid by the provider).
In principle you are right, but if I play in other Dana casinos beforehand and the respective VIP manager tells me that it would not be a problem for VIP players to pay out larger winnings immediately, I assume that it is possible in all Dana casinos
 

maxd

PAB (Complaints) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
@Salar87 , we have a good working relationship with Dama so if I can be of any assistance please feel free to Submit Your Online Casino Complaint - Casinomeister . I know it's not really a complaint but that's the most efficient way for us to get what we need from you in order to pursue this on your behalf.
 

Salar87

Newbie member
PABinit
Joined
Jun 25, 2022
Location
Berlin

maxd

PAB (Complaints) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
PAB received and in progress. Please ensure that you have read and comply with the Player Arbitration Policies and Procedures . I get grumpy and your complaint gets pushed to the bottom of the pile if you ignore the Rules. :axeman:
 

chuchu59

gambling addict
PABnonaccred
CAG
PABinit
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
I regularly play at this casino but occasionally they will stall my cashout without a valid reason. A couple of months ago they simply reversed my cashout request and when I asked support they claimed I did not meet wagering requirements of 3x. OK I played some more but they still said I didnt play enough. I was sure I played much more than the prescribed playthrough and challenged them to provide me with the amount I had played. Well, they couldnt and finally said I had actually met playthrough and my cashout request was processed.

This time, my cashout (bitcoin) was rejected twice and when I asked support they said I did not reply to their email (which never appeared) and which was about confirming the bitcoin address and amount involved. WTF? I just cashed out using the same bitcoin address a day earlier so its obviously a stalling tactic. Support told me I need to send them an email confirming the address and amount. I said no and they first need to send me an email which I would then reply accordingly. The email then came and I responded.

Obviously they are stalling and lying as they never sent me an email in the first place. Furthermore, there is absolutely no need to confirm a bitcoin receiving address that had been used a number of times in recent months.

I hope players will tread warly as they come up with different ways to stall your cashouts. Beware.
 

LadyJelena

CM Account Manager
Staff member
CAG
MM
Joined
Mar 18, 2012
Location
Serbia

N1 Partners Group

Representative for N1Partners Casino Group
Joined
Apr 16, 2021
Location
Malta
I regularly play at this casino but occasionally they will stall my cashout without a valid reason. A couple of months ago they simply reversed my cashout request and when I asked support they claimed I did not meet wagering requirements of 3x. OK I played some more but they still said I didnt play enough. I was sure I played much more than the prescribed playthrough and challenged them to provide me with the amount I had played. Well, they couldnt and finally said I had actually met playthrough and my cashout request was processed.

This time, my cashout (bitcoin) was rejected twice and when I asked support they said I did not reply to their email (which never appeared) and which was about confirming the bitcoin address and amount involved. WTF? I just cashed out using the same bitcoin address a day earlier so its obviously a stalling tactic. Support told me I need to send them an email confirming the address and amount. I said no and they first need to send me an email which I would then reply accordingly. The email then came and I responded.

Obviously they are stalling and lying as they never sent me an email in the first place. Furthermore, there is absolutely no need to confirm a bitcoin receiving address that had been used a number of times in recent months.

I hope players will tread warly as they come up with different ways to stall your cashouts. Beware.
Dear chuchu59,

In accordance with the casino rules, deposits usually must be wagered three times. In addition, the address to which the withdrawal is ordered must be confirmed by clicking on the link that comes to an mail after ordering a payout. If you are unable to confirm the address by mail, then you may be sent a notification about a manual confirmation of the cashout adress.
We did not in any way intend to stall the payment. For a more detailed consideration of your case, please write to us in private messages and provide the email address you are registered with.
 

chuchu59

gambling addict
PABnonaccred
CAG
PABinit
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
Dear chuchu59,

In accordance with the casino rules, deposits usually must be wagered three times. In addition, the address to which the withdrawal is ordered must be confirmed by clicking on the link that comes to an mail after ordering a payout. If you are unable to confirm the address by mail, then you may be sent a notification about a manual confirmation of the cashout adress.
We did not in any way intend to stall the payment. For a more detailed consideration of your case, please write to us in private messages and provide the email address you are registered with.
Well, the deposit was wagered 5 times at least. I am separately sending you my email address.
BTW, I know what I am talking about. Not once did support state I hadnt met the 3x playthrough. When you look at my account, please also look at the previous occasion where the support staff lied several times on how much I had played. I am not making this up.
 

N1 Partners Group

Representative for N1Partners Casino Group
Joined
Apr 16, 2021
Location
Malta
BTW, I know what I am talking about. Not once did support state I hadnt met the 3x playthrough. When you look at my account, please also look at the previous occasion where the support staff lied several times on how much I had played. I am not making this up.

Dear chuchu59,

As per a check, you were only once asked to wager your deposit three times, in the mail correspondence we only asked for confirmation of cashout address most recently. I do not see any cashouts declined just due to a fail of meeting wagering requirements at the current moment.
In regard to your last withdrawal requests, at the moment we have problems with withdrawals due to an error occurring on our side and our technical specialists are already dealing with. We are deeply sorry the situation turned out this way.
 

chuchu59

gambling addict
PABnonaccred
CAG
PABinit
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
Dear chuchu59,

As per a check, you were only once asked to wager your deposit three times, in the mail correspondence we only asked for confirmation of cashout address most recently. I do not see any cashouts declined just due to a fail of meeting wagering requirements at the current moment.
In regard to your last withdrawal requests, at the moment we have problems with withdrawals due to an error occurring on our side and our technical specialists are already dealing with. We are deeply sorry the situation turned out this way.
 

chuchu59

gambling addict
PABnonaccred
CAG
PABinit
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
Huh! The mail never arrived and only after I demanded the support staff to resend it did the email finally arrive. Even though there was no mail initially, my cashout was rejected and I entered the casino to play more as I expected the wagering would be used as an excuse to again deny me the cashout I submitted another cashout request but again no email arrived and I contacted support. I was bluntly told the cashout was rejected because I did not respond to an email on my bitcoin address and the amount involved. None of these are related to my cashout because - the address was just used successfully the previous day and frankly the amount is irrelevant. I suppose you could now attach a copy of the chat transcript so members can decide for themselves on whether JOO is really stalling payments otherwise its just your story vs mine.
 

N1 Partners Group

Representative for N1Partners Casino Group
Joined
Apr 16, 2021
Location
Malta
Huh! The mail never arrived and only after I demanded the support staff to resend it did the email finally arrive. Even though there was no mail initially, my cashout was rejected and I entered the casino to play more as I expected the wagering would be used as an excuse to again deny me the cashout I submitted another cashout request but again no email arrived and I contacted support. I was bluntly told the cashout was rejected because I did not respond to an email on my bitcoin address and the amount involved. None of these are related to my cashout because - the address was just used successfully the previous day and frankly the amount is irrelevant. I suppose you could now attach a copy of the chat transcript so members can decide for themselves on whether JOO is really stalling payments otherwise its just your story vs mine.
Dear chuchu59,

We can only guess what can be the reason of the email delivery failure, sound advice is to check all your email folders just to be sure. Still, I see that some of the cashouts were rejected by our system due to the problem mentioned by us in the thread. But, there is good news: a fix has already been implemented and I see that your payout was approved by our financial department.

As regards our actions, we have a standard procedure when the player has not confirmed the address where a payment is to be sent. In the chat, you claimed to have previously used some certain wallet. We understand that you could have used one or another wallet before, but it is better to ask you - a player - again in order to be sure that we do not send money to the wrong address.
 

perunamies

Newbie member
Joined
Jun 1, 2022
Location
At home
I would never play at a casino where you have to wager your own deposit 3 times. That just gives an even bigger house edge to the casino. You happen to win big and want to cash out? No go and you'll have to give some of your winnings right back to the casino. Lol, makes zero sense for the player.
 

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