Joo Casino - I depositi del giocatore non sono mai stati accreditati sul suo conto del casinò.

Good day,

on November 27th I paid 150 euros once with direct transfer and once 50 euros. The money has been withdrawn from my account. Unfortunately the money was not credited to my betting account. I don't want to play with this provider anymore. Please help me. It would be nice if the provider would just give me my money back and then I close the account.

Guten Tag,

am 27.11 habe ich einmal 150 Euro eingezahlt mit sofortüberweisung und einmal 50 Euro. Das Geld wurde von meinem Konto abgebucht. Leider wurde das Geld meinem wettaccount nicht gutgeschrieben. Ich möchte bei diesem Anbieter nicht mehr spielen. Bitte helfen sie mir. Es wäre schön, wenn der Anbieter mir einfach mein Geld zurückgeben würde und anschließend schließe ich das Konto.

Dear Moritz,

Thank you very much for submitting your complaint and forwarding your payment receipts. I’m sorry to hear about your problem.

I would like to warn you, that if your deposits have never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to you or credited to your casino account.

Could you please advise if you contacted your payment provider already? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

So the problem is clearly with the casino. You use a payment provider that processes instant transfers. I am a little surprised by your warning. The casino must take responsibility for their payment methods. If it doesn't work, as it did in my case, the casino has to clear up the matter. For example, if you deposit in a bank and your money is not credited, you don't have to worry, but the bank. So I don't quite understand your information. Nevertheless, I am very grateful to you for your help and side.

Also das Problem liegt eindeutig beim Casino. Sie nutzen einen Zahlungsanbieter, der Sofortüberweisungen abwickelt. Ihre Warnung verwundert mich etwas. Das Casino muss die Verantwortung für ihre Zahlungsmethoden übernehmen. Wenn es wie in meinem Fall nicht funktioniert, muss das Casino für die Aufklärung sorgen. Wenn sie beispielsweise bei einer Bank einzahlen und ihr Geld nicht gutgeschrieben wird, müssen sie sich auch nicht kümmern, sondern die Bank. Also so ganz verstehe ich ihre Information nicht. Trotzdem bin ich ihnen für ihre Hilfe und Seite sehr dankbar.

Yes, as I mentioned earlier, if deposits haven't been credited to your account, the casino has its hands tied as only the sender can track the transaction, not the beneficiary. Could you please advise if you have contacted your payment provider already?

Thank you very much for your support. The money was deposited 36 hours later. Lets see how it goes on. Hopefully everything will work out now. Thank you for your help.

Ich bedanke mich ganz herzlich für ihre Unterstützung. Das Geld wurde 36 Stunden später gutgeschrieben. Mal sehen, wie es weitergeht. Hoffentlich klappt jetzt alles. Danke ihnen für ihre Hilfe.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Moritz, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru