Good morning,

I registered in Joo Casino, putting in the form that it was from Spain. They let me register and make the first deposit of 100 euros with a 100% bonus.

make the wager of the bonus and have 450 euros in my account. When I went to get the money they blocked my account because it was from Spain and in its terms and conditions it says that I cannot play.

How can you let me register and deposit if it doesn't support players from my country?

It seems to me a fraud that they let you register and deposit, if they won't let you play. I hope that at least they return the money deposited to me, which is not clear, because it states in its terms and conditions that it cannot be guaranteed.

Buenos dias,

me registre en Joo Casino, poniendo en el formulario que era de Espa?a. Me dejaron registrarme y realizar el primer deposito de 100 euros con un bonus del 100%.

realice el wager del bonus y quede con 450 euros en mi cuenta. Cuando fui a sacar el dinero me bloqueron la cuenta porque era de Espa?a y en sus terminos y condiciones pone que no puedo jugar.

Como me puede dejar registrarme y depositar si no admite jugadores de mi Pais?

me parece un fraude que te dejan registrarte y depositar, si no te van a dejar jugar. Espero que por lo menos me devuelvan el dinero depositado, cosa que no esta clara, porque pone en sus terminos y condiciones que no lo pueden asegurar.

Dear Alvaro,

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

"Users from the following countries and their territories ("Restricted Countries") are not allowed to deposit and play real money games: United States of America, United Kingdom, Spain, France and its overseas territories (Guadeloupe, Martinique, French Guiana, Réunion, Mayotte, St. Martin, French Polynesia, Wallis and Futuna, New Caledonia), Israel, Netherlands, Dutch West Indies, Curacao, Lithuania, Gibraltar, Jersey. The Casino cannot guarantee successful processing of withdrawals or refunds in the event that player breaches this Restricted Countries policy."

I would like to emphasize a very important fact from our Fair Gambling Codex: 

http://www.kpvfaw.com/fair-gambling-codex-for-casinos#restricted-countries

"The right thing to do is to check for restricted countries during the account creation process, and to not allow players from restricted countries to register and play. If the casino knows about restricted countries and also knows the player's country of residence, it's not a big issue to enforce this rule.

If the casino allows a player from a restricted country to play because it hasn't implemented this check, it should accept that it was the casino's mistake and pay out all winnings to the player despite the fact that they shouldn't have been allowed to play in the first place, provided that the player hasn't done anything else that's against the rules."

Alvaro, I would like to ask you to confirm, that you haven’t used a VPN (Virtual Private Network) to alter your location, when opening the account. Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules. Have you accumulated any winnings or you’ve lost your deposit?

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

Good afternoon,

Not only have I not used a VPN, but in the registry I put that it was from Spain.

Besides, as you can see below, in Joocasino's home, the flag of Spain is included as allowed countries, so I assumed that I could play.

Buenas tardes,

No solamente no he utilizado VPN, si no que en el registro puse que era de Espa?a.

Aparte, como se puede ver debajo, en la home de Joocasino, esta incluida la bandera de Espa?a como paises permitidos, con lo que asumi que podía jugar.

About money,

Deposit 100 euros with 100% bonus. I released the bonus at 400 euros by playing slots and fulfilling all the bonus requirements and requested the withdrawal of 300 euros.

With the remaining 100 I was playing roulette and went up to 150 euros. I made a bet of 50 euros and at that moment they closed my account and I don't know the result of that bet.

For my part, if I could recover those 300 euros from the withdrawal, it would be enough. The rest would be lost.

Cheers

Alvaro

Sobre el dinero,

Ingrese 100 euros con 100% de bono. Libere el bono en 400 euros jugando slots y cumpliendo todos los requisitos del bono y pedi el retiro de 300 euros.

Con los 100 restantes estaba jungando a la ruleta y subi a 150 euros. Hice un apuesta de 50 euros y en ese momento me cerraron la cuenta y no se el resultado de esa apuesta.

Por mi parte, si pudiera recuperar esos 300 euros del retiro, seria suficiente. El resto lo daría por perdido.

saludos

Alvaro

Thank you very much, Alvaro, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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 Alvaro.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Good day!

Dear Alvaro, 

We reviewed your case. We would also like to apologize for misunderstanding in the first place which eventually led to this complaint. Unfortunately, users from your country can not play for real money on our site.

As soon as we receive your bank details, a refund in the full amount of deposit and winnings will be processed.

As to process your wire transfer cashout, please fill all the following information in the field BANK DETAILS:

Bank name: X

Bank address: X

Account number: X

IBAN: X

SWIFT (or BIC): X

Your full name: X

Thank you kindly for your patience and hope on understanding!

Kind regards,

Joo Casino

Hello there,

Dear Joo Casino team.

Thank you very much for your cooperation.

Dear Alvaro.

Please, could you inform us when it will be fully processed? I am extending the timer by 7days.

Good afternoon,

Thanks a lot. If you accept players from Spain in the future, I will be glad to play again in your site.

I would also like to thanks to Caino Guro for his help to sort this issue.

I tried to submit my bank details to your support email:

[email protected] but the mailbox is full. See below msg

La bandeja de entrada del destinatario está llena

El mensaje no se ha podido enviar a [email protected]. Puede que su bandeja de entrada esté llena o que esté recibiendo demasiados mensajes ahora mismo.

Please let me know how should I submit my bank details to you.

regards

Alvaro

Dear Alvaro,

Please try to submit requested bank details through the casino contact form on our official site.

https://www.joocasino.com/support

Kind regards,

Joo Casino

Sent!

As soon as I receive the money I will post here to let everybody know it.

Its a pity I cant play in your site from Spain, it was really a great site.

Regards

Alvaro

Dear Alvaro,

Thank you for the information provided. Your request has been forwarded to the finance department. As soon as the funds are refunded, you will be informed here.

Thank you for understanding and patience!

Kind regards,

Joo Casino

Good afternoon,

I wanted to inform that I have received the money in my bank account as promised.

The total! The income and earnings.

I want to thank you for keeping your word and also thank Casino guru for the help received.

They can close the claim since everything has been settled satisfactorily.

Thanks a lot

Alvaro

Buenas tardes,

Quería informar que he recibido el dinero en mi cuenta bancaria como me prometieron.

El total! Lo ingresado y las ganancias.

Quiero agradecerles el haber cumplido con su palabra y también agradecer a Casino gurú por la ayuda recibida.

Pueden cerrar la reclamación ya que se ha arreglado todo satisfactoriamente.

Muchas gracias

Alvaro

Hello Alvaro.

I am glad to hear that your issue got resolved. Thank you for using the Casino Guru complaint resolution centre. We will now mark it as 'resolved' in our system.

Please, do not hesitate to contact us in the future.

Best regards, Jozef

www.kpvfaw.com