1. Introduction
1.1 Joo Casino reserves the right to modify the terms and conditions at any time without prior notice. These become effective upon their publication on this page with no retroactive effect regarding bonuses and promotions. It is the responsibility of the user to read these terms and conditions and refer to them regularly. Any deposit or play on Joo Casino implies that the platform user accepts these terms.
2. Account
2.1 Opening an account is required in order to play for real money on Joo Casino.
2.2 The minimum age required to create an account is 18 years.
2.3 Players residing in countries that are not available on the registration form cannot create an account or play on Joo Casino.
2.4 The Company permits only one (1) account per player, household, IP address, email address, phone number, or payment method (debit or credit cards). If our security system detects identical information across multiple accounts, this is considered “multi-accounting”, which is strictly prohibited and, in such cases, all accounts may be closed immediately by the fraud department.
2.5 If multiple players wish to play at our casino from a common network (dormitories, fraternities, etc.) or from the same household, we strongly recommend contacting our support team before creating multiple accounts to avoid unnecessary security procedures.
2.6 To open an account, the player will be asked to complete a registration form and provide the following personal information: a “username”, a “password”, “Last name”, “First name”, “email”, “phone number”, “residential address”, “gender”, “date of birth” and “currency”. The name registered on the player’s account must correspond to the player’s legal name and identity.
2.7 It is the player’s responsibility to ensure that they are the only person able to access their account, by keeping their login details secure. We recommend that our users log out of their account at the end of each gaming session.
2.8 Players are advised to create a strong password containing upper and lower case letters, alphabetic characters, special characters and numbers. The minimum suggested length is eight characters including one uppercase letter, one number and one symbol.
2.9 The Company reserves the right to prohibit the use of usernames and/or avatars that it considers inappropriate, including those of a political, racist, pornographic, insulting or violent nature, or those that glorify terrorism, drugs and/or weapons. We also reserve the right to refuse to open an account at any time and for any reason.
2.9.1 Inactive Accounts :
2.9.1.1 An account on which no activity has been recorded for at least 6 months will be considered inactive.
2.9.1.2 We reserve the right to apply account maintenance fees of INR 500 per month on any inactive account with a positive balance. In such cases, these fees will be deducted from the active cash balance until the account becomes active again and/or until the active balance is zero.
2.9.1.3 Once the balance is zero, no further inactivity fees will be applied by the Company.
2.9.1.4 Players may recover remaining funds in their inactive accounts by logging into their account area and submitting a withdrawal request.
2.9.1.5 In cases of blocked and/or excluded accounts, players must contact customer support to recover these dormant funds.
3. Verifications
3.1 All accounts must be verified for age verification, fraud prevention, withdrawal processing, promotional restrictions, account closures, etc...
3.2 Any withdrawal request requires prior account verification. The required documents are as follows :
- A valid identity document (passport, driver’s licence or national identity card).
- A proof of address issued within the last 3 months in PDF format showing the full name and address of the customer. Considered proofs of address are bank statements, pay slips, water, gas, electricity bills as well as landline/internet phone bills.
- Any official document issued by the user’s bank showing the account number and the IFSC code.
If you are unable to provide one of these supporting documents, you must inform customer support.
3.3 All Joo Casino accounts may be subject to a general or specific verification regarding the player’s age, identity, payment methods as well as compliance with our terms of use. If the player fails to meet the required deadlines to verify their account, Joo Casino reserves the right to temporarily suspend access to games.
3.4 If you wish to verify your account prior to any withdrawal request, you must contact our live support. Documents can be sent by email to [email protected] or via the live chat.
3.5 Once you receive an email from our KYC (Know Your Customer) team, make sure to upload all requested documents within the allotted time following the instructions. Each link allows the upload of a single document.
3.6 The information shown on the submitted documents must match the information provided by the player when creating their Joo Casino account. The player agrees to inform customer support of any change in circumstances to keep their account up to date and verified by providing supporting documents.
3.7 The player should submit a complete file containing authentic, legible and high-quality documents so that processing times can be met.
3.8 The processing time for account verification is 1 (one) business day once all necessary supporting documents have been received. However, the period may be affected by extraordinary and unusual circumstances.
4. Deposits
4.1 The minimum deposit amount is 10 INR and the maximum amount is 1000 INR.
4.2 When making a deposit, the player authorises Joo Casino to use Electronic Service Providers (ESP) and/or third-party payment providers for processing various financial transactions, and therefore agrees to be directly bound by the terms and conditions of those partners.
4.3 By choosing a deposit method, the player accepts the terms and any fees that may be applied by a third party, such as their bank (currency conversion fees, international transaction fees…)
4.4 Any deposit method used must correspond to the full name of the Joo Casino account holder.
4.5 The list of available payment methods may vary according to the company’s discretion and/or the player’s geographic area.
4.6 By choosing to play games for money, the player accepts the potential risk of loss.
4.7 Bets and deposits made on the site may be refunded under certain conditions. (see 15. Refunds)
4.8 Deposits by cheque, cash or bank transfer are not permitted on the site.
5. Withdrawals
5.1 In order to make a withdrawal, the user’s account must be verified (see 3. Verifications).
5.2 The minimum withdrawal amount is 50 INR, unless explicitly stated otherwise in the terms and conditions of the specific promotion.
5.3 A deposit must be wagered at least 1 (one) time before part or all of the balance can be withdrawn, in accordance with the standards imposed on us as part of the fight against money laundering.
5.4 Withdrawal methods are linked to the deposit methods used for previous deposits. If a payment method does not allow proper execution of a payment, we reserve the right to choose the method of payment for the withdrawal.
5.5 In certain cases, typically to prevent money laundering, we reserve the right to pay the withdrawal by a payment method of our choice even if it is not the one originally requested. Withdrawal requests to non-refundable credit cards will be issued to an e-wallet of choice or by bank transfer. In this case all processing fees are borne by the player.
5.6 The maximum withdrawal amount for a player is 2500 INR per 7-day period, until full settlement and unless otherwise stated in the Promotional General Terms, or except at our discretion, for instance in the case of players with privileged status.
5.7 Withdrawal requests may be cancelled at any time by the player as long as they have not been processed by the finance department.
5.8 If the withdrawal amount is limited (in the case of a win deriving from a free sign-up bonus for example), any balance exceeding the allowed maximum will be cancelled and removed from the account.
5.9 Any withdrawal request cancels active bonuses in progress, including unactivated free spins (see Bonus Terms and Conditions).
5.10 In the event that one or more deposits are cancelled or refused by the payment provider, we reserve the right to refuse or withhold any bonus amount or associated winnings.
5.11 The processing time for withdrawal requests is 2 (two) business days once all account verification documents have been received, analysed and confirmed and provided that no further verification is required.
5.12 Any withdrawal request will be subject to verification by our fraud department which reserves the right to cancel in whole or in part the funds, in case of non-compliance with these Terms and Conditions. The player will be informed by email. (see 14. Account closure and retention of funds).
5.13 It is the player’s responsibility to inquire about taxes and levies applicable to their winnings in their jurisdiction.
6. Bonuses and Promotions
6.1 To view the terms and conditions for using bonuses please go here.
7. Customer Support
7.1 Customer support is available every day via live chat (from 09:00 to 22:00) or by email.
7.2 The user agrees to employ correct and respectful language in their interactions with members of the Joo Casino team. Any abuse or behaviour deemed inappropriate may lead to suspensions or permanent account closure.
8. Anti-Money Laundering and Terrorism Financing
8.1 We are subject to laws against money laundering and the financing of terrorism and must, in this regard, carry out appropriate due diligence on all accounts.
The information provided to us for account verification or other situations set out in our terms and conditions will be processed in accordance with our privacy policy and will not be used for other purposes.
8.2 The player acknowledges and agrees that we will use the information provided to fulfil our due diligence obligations, to conduct public searches and to perform checks in order to verify the accuracy of the data supplied.
8.3 While we carry out our due diligence measures, the player may be allowed to continue using their account. However, they will not be permitted to make withdrawals from that account until our verification procedures are completed.
8.4 When we are unable to fulfil our due diligence obligations because we have not received the required information from the player or are unable to verify their identity, no activity may be undertaken from the account and the account will be blocked and/or closed. In such a case, we will return any deposited funds present in the account at the time of the block and/or closure, unless it is necessary for us to delay or withhold payment of all or part of the player’s funds to comply with our legal obligations.
8.5 The user agrees to cooperate and provide any additional information and/or supporting documents necessary for the fulfilment of our obligations. Any communication to provide information/documentation should not be considered a final communication in this regard.
8.6 If we learn or suspect that the information provided by the player is materially false, we will cancel the registration and take any other measures we may be required to take under law. We will not pay out any winnings in such circumstances.
9. Responsible Gaming
9.1 The player may, at their discretion, set a deposit limit by specifying the desired amount and period. Once recorded and when the limit is reached, the player will no longer be able to deposit until the limit is reset. Please note that deposits already made during the period will be taken into account when calculating the limit.
9.2 The player may, at their discretion, choose to limit their access to their gaming area for a specified period by using the "Account Freeze" option from their cashier. As a result of this restriction, active funds will be frozen and no transactions may be carried out on the account. The player will be able to access their funds at the end of the defined freeze period.
9.3 All restrictions and exclusions will take effect immediately after confirmation of the settings in the Cashier // Player Account Limit section.
9.4 Any request for account freeze and/or exclusion will only be valid for the brand on which the player made the request (www.joowithdrawal.shop) and does not include other sites that we operate.
9.5 Our staff have no control over cashier options, which means they can only be changed or removed by the player. Any increase or removal of a limit will take effect exactly within 24 hours.
10. Data Protection
10.1 We hereby guarantee that we adopt appropriate technical and organisational measures to ensure the security of our systems and the integrity of data transmitted on our website.
10.2 The player acknowledges that their personal data will be processed by the licensee or by any other person, company or business associated in any way or otherwise engaged by the licensee to provide services as set out in these terms and conditions. We will process players' personal data in accordance with this website's privacy policy.
Recording of personal data
Joo Casino guarantees that the personal data of our players is always obtained lawfully and processed fairly, in accordance with the rights of the data subject and our regulatory obligations or recommendations. This allows us to ensure a safe and user-friendly browsing experience for our players. This information may be disclosed to law enforcement authorities or to our data processing service providers for review when it complies with our legally binding duties or obligations. Joo Casino is committed to protecting your privacy and personal information.
Retention of personal data
The personal information we collect is kept securely in accordance with legal requirements for data security and retention. Under the applicable laws and regulations in India, Joo Casino is required to maintain a secure online list of all registered players. In addition, Joo Casino is required to retain all personal data submitted at registration and all data transmitted during the operation of a player account for at least five years from the player's last transaction or account closure. Joo Casino will retain this information for the period required by Indian gaming laws and regulations. For more information, please refer to the Privacy Policy.
Cookies
The Joo Casino website requires the storage of small pieces of data sent by the web server to the browser, commonly called “Cookies”. The use of a cookie is in no way linked to the player's personal information, but is intended to provide an increasingly optimized and personalized gaming experience. Please note that the website www.joowithdrawal.shop cannot function correctly if cookies are disabled.
Communication
Joo Casino may communicate informational and/or promotional content to its registered members via newsletters and/or SMS. The user may unsubscribe from newsletters at any time by clicking the "Unsubscribe" button at the bottom of the email or by replying with the word "STOP" to the SMS received.
11. Complaints
11.1 The player may contact our customer support at [email protected] and follow the instructions on the website to notify us of any complaint and/or malfunction regarding our services (registration form, transactions, bets, winnings…).
11.2 In the event of a bet not being recorded in time by the servers, the casino cannot be held responsible nor liable for the outcome of the round. Likewise, any stake placed cannot be subject to a refund request.
11.3 Complaints are handled by the support team and forwarded to management if necessary. All complaints deemed reasonable will be dealt with within 24 hours.
11.4 The Company cannot be held responsible for any involuntary interruption of the Site due to unforeseen circumstances or reasons beyond its control, including, but not limited to: natural disasters such as earthquakes, floods, fires, tremors, hurricanes, tropical storms; war, insurrection, arson, embargoes, acts of civil or military authorities, or terrorism; fibre optic cuts, strikes, or shortages of transport, infrastructure, fuel, energy, labour or materials; failure of the infrastructure providing telecommunications and information services; hacking(hacking).
12. Applicable Law
12.1 These Terms and Conditions are governed by the laws of India.
12.2 The parties agree that any dispute, controversy or claim arising out of or in connection with these Terms and Conditions, or their breach, termination or invalidity, shall be subject to the exclusive jurisdiction of India.
12.3 The regulation of games and the platform services are governed by the laws of India.
12.4 You are solely responsible for complying with any applicable law in your country of residence and if you are permitted by the applicable law in your country of residence to gamble, you may open an account with us. We disclaim any liability in case of breach or violation of applicable law. Otherwise, we reserve the right to reject your account registration request or to disable your account. In addition, players declare that they are not residents of the United States and its territories. Joo Casino also prohibits persons located or residing in certain jurisdictions.
13. Account Closure and Retention of Funds.
13.1 The player may request the closure of their account at any time by contacting customer support via chat or by sending an email to [email protected]. Any request will be processed, within 24 business hours, to the extent possible.
13.2 Joo Casino reserves the right, at its sole discretion, to permanently disable your account at any time and for any reason. In such case, the player immediately forfeits any rights to bonuses and/or any other promotional offers that may have been granted.
13.3 Upon account closure regardless of the reason, if we detect cheating, irregular play, collusion, fraud / criminal activity, or a breach of these Terms and Conditions, we reserve the right to withhold any funds remaining in the balance. If it is not possible to pay out the full balance at once due to payout limits or other reasons, the account will remain open until the total amount has been withdrawn by the player.
13.4 Any active real-money balance on your account at the time of closure will be credited to a payment method registered on your account and chosen by us, unless we withhold such amounts for the reasons stated above.
13.5 Additionally, the Casino reserves the right, at its sole discretion, to cancel any winnings and confiscate any balance in any of the following circumstances:
a. If you have more than one active account with Joo Casino;
b. If the name on your player account does not match the name on the payment or withdrawal method used (including credit card(s), e-wallets, money transfers, etc.);
c. If you provide incorrect or misleading registration or player profile information;
d. If you are not of legal age in the province/state/country and/or jurisdiction where you reside;
e. If you have permitted or allowed (intentionally or not) someone else to access or play on your account;
f. If you have not played solely for your personal entertainment (i.e. you have played professionally, with the intent to exploit our bonuses, or together with one or more other players as part of a club, group, etc.);
g. If you have requested a chargeback on any deposits made with your credit card or any other payment method associated with your account or if you have threatened to do so;
h. If you are found guilty of collusion, cheating, criminal activities such as money laundering or fraudulent activities;
i. If it is established that you have employed or used a system (including but not limited to machines, computers, software, algorithms or other automated “bots”) specifically designed to defeat Joo Casino, increase your chances of winning, or if you have adopted irregular betting patterns and/or staking strategies. Thus, any use of automated programs or devices as well as any manipulation of play such as using the Martingale practice, the Paroli Betting System or Bonus Hunting (non-exhaustive list) are not allowed;
j. If you have used the site, or your account, in a malicious manner.
k. If you exploit an anomaly to your advantage in any of the following but not limited to the system, balances, bonuses, free spins… Related winnings may also be frozen and/or confiscated in part or in full.
l. If we learn that you have played at another online casino under any of the aforementioned circumstances.
14. Refunds
14.1 Refunds are in addition to a customer’s rights as a consumer under applicable consumer protection laws and regulations.
14.2 All amounts deposited by players are held in the player account. Player funds are held in bank accounts separate from business accounts.
14.3 After lodging a dispute regarding a deposit-related issue, the player may request a refund.
14.4 To request a refund, the player must contact customer support, clearly describe the issue and specify the refund amount requested.
14.5 This request will be forwarded to the competent department according to the nature of the request.
14.6 The refund request may be reviewed at any time depending on the nature of the request.
14.7 The refund request will be subject to a diligent investigation and, if necessary, information will be obtained from the player’s account, game providers, PSPs, etc., until an accurate and satisfactory conclusion can be reached.
14.8 In the event of an agreed refund, the amount returned will faithfully reflect what is due to the player and be proportionate to the player’s balance and winnings.
14.9 We reserve the right to withhold any refund until the account holder’s identity is established to our satisfaction.
14.10 Where possible, refunds will be made using the same method as that used for deposits. In cases where the payment method used for the deposit does not support withdrawals, the refund will be processed only by bank transfer. In exceptional circumstances, where the payment method used for the deposit supports withdrawals and we cannot send a transfer due to restricted areas, the refund may be made to a crypto wallet.
14.11 The refund will be made in full, where possible, and not staggered over a period of time.
14.12 In the event the request is not approved, the player will be informed of the reasons why their request was refused.
14.13 If the player is still not satisfied, they should send an email to customer support and a manager will contact them directly to resolve the situation.
14.14 If the situation still cannot be resolved, the player should refer to our complaint handling policy. (see 11. Complaints)
14.15 Where possible, the time/period between a refund request and resolution, whether approving or denying the refund, will not exceed 72 hours from receipt of the request.
