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Hello, I am writing for this claim to get my money back.

I deposited 250 euros on this site, and wrongly, I asked to perform the withdrawal, and then deposit with a new method.

They refuse me the withdrawal, and tell me that I have to play my balance 3 times?

I do not find this explanation anywhere, and in the meantime they have my 250 euros in hand.

I ask for a reversal of this money and a refund on the payment method with which I deposited.

I have not used a single cent of this deposit and have not generated any kind of winnings.

I got the wrong method and I ask for a refund

Buongiorno , scrivo per questo reclamo per aver indietro i miei soldi.

Ho depositato 250 euro su questo sito, e sbagliando, ho chiesto di eseguire il prelievo,per poi depositare con un nuovo metodo.

Mi rifiutano il prelievo, e mi dicono di dover giocare 3 volte il mio saldo?

Io non trovo da nessuna parte questa spiegazione , e intanto loro hanno in mano 250 euro miei.

Chiedo uno storno di questi soldi e la restituzione sul metodo di pagamento con cui ho depositato.

Non ho usato neanche un centesimo di questo deposito e non ho generato alcun tipo di vincite.

Ho sbagliato il metodo e chiedo che mi venga rimborsato

Dear Marquez,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.joocasino.com/terms-and-conditions :

"If a player requested a withdrawal of the funds, but the sum of made bets since last deposit is less than 3x (three) times the size of that deposit, the Casino reserves the right to charge the player the costs of transaction processing, including deposits and withdrawals. This decision is at the sole discretion of the Casino management."

It is not unusual for a casino to have this rule. Some casinos require deposit wagering 1x, some 3x or 5x, but you can find casinos with even higher wagering requirements for real money.

Could you please advise if you have tried to communicate a possibility of additional charge for transaction processing with the casino? 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 as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello!

I forwarded a chat transcript to petronela where I repeatedly ask to tell me how much the fees are, but without luck or development.

Ciao!

ho inoltrato trascrizione chat a petronela in cui chiedo più volte di dirmi a quanto ammontano le tasse, senza però fortuna o sviluppi.

Thank you very much, Marquez, for providing all the necessary information. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Marquez,

I am very sorry to hear about your problem.

I would like to ask the casino what’s their standpoint in this situation. Thank you very much in advance for your reply.

Dear Simone,

Your account was closed per administration's decision. The refund has just been made, your deposit has been returned to you. Please, let us know if everything is fine with that.

Thank you in advance and have a nice day!

Best regards,

Joo Casino

Dear Marquez,

please let us know once you receive the refund. We will wait for your confirmation.

Dear Marquez,

Have you received your refund? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.