Joo Casino - Spillerens tilbagetrækning er forsinket på grund af KYC-processen.

Hello,

I made a deposit without a bonus to Joo casino and happened to win some money on roulette and blackjack.

Afterwards I there was a third party kyc verification process, where I took a photo of my passport, a selfie and sent a bank statement as a proof of address. That went smoothly.

However, my withdrawal wasn't accepted since they requested a selfie with a passport and proof of payment document. The selfie was accepted quickly, but that was not the case with proof of payment document.

The document was rejected time after another. I tried sending a bank statement containing all the requirend information of different deposits. I also tried sending a receipt of my latest deposit, since the bank statement from January isn't yet available. The documents were still rejected.

Later someone in live chat told me that there must be every deposit visible in the proof of payment document, not only one of the deposits as usually.

I sent an email to the customer support on 4.1. to confirm that, but haven't had a response.

It seems very strange that a proof of payment document should contain information about every deposit that I have ever made to the casino. Especially since, I have always used the same deposit method (Trustly) with the same bank account. Luckily I haven't made more than three deposits, one November, one December and one at the beginning of January. The deposit in January was the only one that led to a withdrawal attempt.

My bank issues the bank statements at the end of the month as every bank does. Since I made the deposit on 2.1. I would have to wait over a month just the get the kyc done.

This feels totally unreasonable and it seems that the only reason for such bizarre kyc producedure is to delay the payment. Is it allowed to operate this way and should a casino that operates this way really have a rating of 8.9?

Thanks!

Dear kolmogorov, 

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 take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please specify if you are able to provide the casino with a bank statement in PDF format starting from November, when you made your first deposit, up until today? This document should also contain your personal information.

Have all your other documents been successfully approved?

When was the last time you sent a document to this casino for verification?

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, 

Veronika

Hello Veronica!

Thanks for the answer!

I have sent the PDF bank statements from November and December, showing the deposits and all the other required information. However, they are not accepted since they don't show my deposit from January.

All the other verification documents have been accepted.

Last time I tried sending the documents was on 6.1. At that time I sent the bank statements from November and December and a receipt of the payment from January. They were rejected the next day. Before that I had also tried sending the documents a number of times.

Thanks!

Thank you for your reply.

Would it be possible for you to contact the bank and request them to send you a bank statement covering the last three months so that all your transactions to the casino would be visible?

The deposit receipt from January you sent us as an attachment to your complaint does not contain your name which could be problematic.

Hi Veronika,

Thank you for your response.

I would love to provide the bank statement for January. However, the issue is that my bank doesn't issue those until the end of the month. It's standard practice across all banks as the statements can't be generated until the end of the month.

The matter concerns a proof of payment document. Typically, it's sufficient to provide a document showing a single deposit, but this time they are requesting documents for every deposit. This is despite the fact that I have consistently used the same deposit method and bank account for all transactions.

It's like the casino requesting both a picture of a driving license and of a passport for a proof of identity document - there's no need for both since either one is enough to verify identity.

So my question is whether it is acceptable for a casino with such a high rating to operate in this manner? They have provided no justification why verifying a payment method would require not one but three bank statements. It's highly unusual and feels unreasonable.

Thanks!

Thank you for your response.

Please note that it is within a casino’s rights to request bank statements for each deposit made if deemed necessary. This is part of their due diligence to ensure that the funds used for depositing belong to you and are not sourced from another player or any suspicious third party.

If you are unable to obtain a provisional bank statement for January at this time, I suggest waiting until the end of the month when your bank can issue the complete statement.

In the meantime, could you please forward me all communication you’ve had with the casino's customer support regarding the verification of your account? Any relevant details will help us investigate your case more effectively. You can send this information to my email at veronika.f@casino.guru.

Thank you for your patience and cooperation. I look forward to your reply.

Hi Veronika,

Thanks for your response.

A proof of payment is nothing but a page from a bank statement, that shows the deposit to the casino, including the account number and other relevant information. I think you may have confused it with a source of wealth review. That's when the casino conducts due diligence on the source of the funds.

But let me clear once again: this is pertains to a proof of payment document. It's nothing about ensuring that the funds belong to me or are not sourced from another player or any suspicious third party.

For the proof of payment, the casino requires proof that the bank account belongs to me. That's why it's unusual, that they would require a document of each payment I have ever made to the casino. Especially, since I have used the same deposit method and bank account every single time.

Thanks!

I understand that some of the casino's verification demands may seem excessive. However, we can assist the players only when they provide the casino with the requested documents for verification checks.

Please let me know when you send the January bank statement to the casino and we will continue with the investigation of your case.

Dear kolmogorov,

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.