To whom it may concern,
To whom it may concern, I would like to file a formal complaint regarding Joo Casino (operating under Curaçao license 8048/JAZ) for withholding winnings and failing to provide transparent bonus conditions. Summary of the issue: On 12th of December 2025, I played the game Big Bass Secrets of the Golden Lake and won €128.80, as recorded in my official transaction history. Joo Casino credited only €50, claiming a “10× bonus max win limit.” This limitation was not presented to me at the time I accepted or used the bonus. The casino refuses to provide evidence showing the rule was clearly displayed before I played. The game provider and the casino system confirmed the full win amount, yet it was manually reduced afterwards. Misleading Representation of Automated Support During the chat, the system explicitly stated that I was speaking with a “real agent,” even though the behavior and responses were clearly generated by an automated AI/bot. This is especially concerning, because the platform initially marked the interaction as AI Agent, then later claimed it was no longer automated. This constitutes misleading communication during an active dispute regarding withheld funds. I request that you clarify whether: The support agent was human or automated, and why an automated system is presented as a human agent. I will include this as part of my documentation if escalation becomes necessary. I am submitting supporting documentation, including: Screenshots of the transaction history showing the full win amount Screenshots of my remaining balance A full transcript of the chat with the support team Evidence that the max win rule was not displayed before gameplay Request to the regulator: I respectfully request that the regulatory authority review this case and require the operator to: Provide proof of transparent bonus condition disclosure Release the withheld portion of my winnings (approximately €78.80) Review the operator’s communication practices regarding artificial agents posing as human staff Thank you for your time and assistance. Sincerely, Martin Barbier