Joo casino confiscated my bonus,Who can help me

Among the casino guru, I chose a casino that shows that China players can go. I also chose China when I registered, and my mobile phone number was also China, and then I made a deposit. During this period, I was not blocked until I made a withdrawal. They banned my account as a China user and confiscated my bonus. This is a kind of fraud. I think if I lose my savings and bonus, they won't ban me. In other words, I can only lose, not win.

I submitted instructions in the casino https://casino.guru/joo-casino-player-s-account-has-been-blocked-2, but Joo casino said that my bonus would not be refunded. What should I do?

Who can help me, please?

Hi there.

It is great you came here because, at first glance, it truly seems like an unfair practice.

We believe once the player is allowed to deposit and play using his or her truthful information regarding the country of residence, stripping such a player from winnings is highly unfair.

I'm also glad you've created the complaint, through which our dedicated specialists will try to help you out.

I also noticed you took a bonus and were given the deposit back in the meantime. Well, I think you had no real chance to get the winnings, but I'll wait for the complaint to gather more details from the casino too. It is always wise to collect as much information as possible.

One way or another, I certainly hope we will sort things out!

I really appreciate that,Radka

I saved about $21, and I was lucky enough to win $ 500+. After completing all the conditions, they closed my account and only gave me $21.

I really think this situation should have been handled differently. I ask you to be patient with the complaint, though. I have to say I do not fully understand the response from the casino. The representative mentioned something related to "in case of breaching the current Limitations of Use policy" Are you aware of breaching some rules?

Let us know when updates come, please. I don't want to miss a single one!

Thank you for your reply, Radka.

Our conversation uses translation software. I'm sorry if there are any sentence problems.

I have no idea that I violated the treaty. On the basis of the forum saying that China players are allowed to play, I also read the casino terms.My English is not good, so I translated it with Google. I don't know why, but the translated terms don't show that China players are banned.

Then I registered successfully with China address and mobile phone number.In this case, I definitely think I am allowed.

The customer service said that the clause prohibiting China players was 2.4, but there was no 2.4 after translation. ...

Actually, before I made the withdrawal, I didn't see anything that banned China players.The first time I made a withdrawal, they asked me to complete the KYC certification and take a selfie. KYC was not easy to complete in China, but I solved it, and then my account was banned when I made another withdrawal.

I don't understand, since China players are forbidden, why can I deposit and play games normally by filling in China's address? In fact, if I lose all this time, I may deposit again next time, because I haven't received any prohibition tips. Even before KYC, they checked my account, and instead of telling me that China players were banned, they insisted that I complete KYC.

I'm sorry Radka, I said so much and wasted your time. I know you're not in charge of complaints. I'm just a little desperate. I'm sorry.😟

But I'm really glad you're on my side.

Yes, so I see that in the attached screenshot it is not there that the country has been banned. As for the account verification, I also find it quite strange that if the casino saw that you are not from a country that is allowed, it didn't tell you and you went through the process successfully. 

Anyway, you don't have to apologize at all, because I understand how you feel in this situation. Obviously I would be frustrated too. 

However, let's see how the whole complaint turns out and how it is resolved in the end. I hope fairly. Fingers crossed. 🤞🤞☘️

Thanks,Jaro I appreciate it😺

You're welcome. If you have any new information from the casino don't hesitate to let us know. 😊

I'm glad to share with everyone that the case has been resolved and the casino has given me a bonus. Thank you all for helping me. It's great to have you all!

Perfect. I'm glad that everything worked out in the end and turned out well. I hope you enjoy your time in this casino and don't run into any more situations like this. If you have any problems in the future, you know where to find us. Good luck. 🙂 ☘️