Joo Casino - O levantamento dos prémios dos jogadores está atrasado.

Hello I have a problem with the payout I transferred with Klarna immediately now the casino wants a PDF document which contains my name, my IBan and the name of the casino because my online statement only says numbers and powercash. I just phoned Klarna and they can't send me something like that because they only see my account number or my name in encrypted form. So there is no such document that they want from my bank, but they don't understand that for whatever reason

Hallo ich hab ein problem mit der Auszahlung ich habe mit Klarna Sofort überwiesen nun will das casino ein PDF Dokument was meinen namen meine IBan und den den namen des Casinos beinhaltet da auf meinem Onlineauszug nur Zahlen und powercash steht. ich habe eben mit Klarna telefoniert und die können mir sowas nicht schicken da sie meine Kontonummer bzw meinen Namen nur Verschlüsselt sehen. Also so ein Dokument was die haben wollen gibt es nicht auch von meiner bank nicht aber das verstehen die da nicht warum auch immer

Dear Lolek100,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

They won't transfer anything to me as long as I don't present a deposit slip, I sent them what I have but there's neither name nor IBan

Die werden mir nichts Überweisen solange ich keinen Einzahlungsbeleg vorlege, ich hab ihnen das geschickt was ich habe da steht aber weder Name noch IBan

Thank you very much for your reply, Lolek100. Do I understand correctly that verifying your deposit seems to be the only obstacle here? Has the casino approved the rest of your documents?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Lolek100,

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.