Happyjokers Casino - Player’s account has been closed with winnings confiscated.

I need urgent help from someone who can intervene in this situation with this platform; they’ve been making a fool of me for over two months—they closed my account with a balance of 306, and now they’re asking me for a bank statement. I’ve already sent them all kinds of statements because they never explained what format they needed. Now I’ve sent the originals from both of my banks, but they claim they have screenshots and want me to send a statement via email because they’ve run out of things to say to me. If I could, I’d report this on every possible website. A little over 300 might not be much to some people, but I really need it, and it’s my money—I have every right in the world to my money. they refused to accept my digital driver’s license for account verification—even though it’s issued directly by the Brazilian government. I have a physical one, but it’s expired; however, it has my name and my CPF number—whether it’s expired or not, that’s my problem. If the police stop me on the street, that’s no reason. If I could, I’d shut down this platform—if I had the power—or I’d hire a lawyer to sue for emotional distress from reading comments on a phantom platform that takes forever to respond, takes forever to pay, and comes up with 1,001 excuses for verification—and when they finally resolve the issue, they invent a bunch of rules that should have been enforced before the person even signed up. Now they just cancel an account and keep the the money—and that’s called THEFT. And I’m going to report them to every website I can, because nobody is that gullible—they must already be making millions off this "start from zero" game, and to steal even more from people on top of that is outrageous. Either they release my withdrawal or refund me—I won’t stop until I get my money or take this platform down.$

I have over 30 saved emails that I sent, along with screenshots of their chat box—I’m done with this.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• From the screenshots you uploaded with your complaint, it seems that your bank statement could not be approved because it did not include all deposits made into the casino. Could you please specify how many deposits you made in total? If possible, kindly provide the exact dates of these deposits as well.
• Have any of your identity documents been successfully approved during the KYC verification process?
• Did you use only one payment method to deposit funds into this casino, or did you use several different payment methods?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Veronika

I didn't send all the deposits—it was just an example!!!!!!!!!!!!!!!!

How am I supposed to check anything if my account is suspended?

Ru, I don’t want you guys to pay me—this isn’t for you to help me. From what I’ve seen, you helped out in a situation with the Haappyjockers platform involving a Canadian guy—they’re stringing him along just like they’re doing to me!!!!!

My ID is a digital one issued by the Brazilian government, and they didn’t accept it. My physical driver’s license has expired, but I have a digital driver’s license—that’s not a reason to deny identity verification, is it? There’s nothing on the platform saying or warning about digital documents.

If they don’t accept it, they should refund my money. I’m not going to let them rip me off.

Please forward me the bank statement documents that you submitted to the casino at veronika.f@casino.guru.

Please note that uploading only "example" pages is generally not sufficient for account verification. According to the casino, they requested a single PDF file containing your complete bank statement, including all deposits related to your casino account. If you did not provide such a document, this may have been the reason why your KYC verification could not be completed.

Let's see if I made the deposit!!!!!!!!!!!!

I have another 1,000 friends who are going to leave the platform thanks to happyjockerssss, who aren’t solving the problem. Here’s your email, and it’s been almost 3 months with no solution. This is a total rip-off.

Why is this platform still active?

Do you guys veronika.f@casino.guru

take 8 days to respond? Imagine how long it would take to mediate!

Dear 13GentlePanfa,

I sincerely apologize for the delay in responding. We are currently managing over 1200 active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.

I have not received any emails from you yet. Please forward me the bank statements that you submitted to the casino at veronika.f@casino.guru at your earliest convenience.

It's all in your email

veronika.f@casino.guru

all the receipts from the HappyJockers deposit screen and the deposits sent from my account! With

full name, account number, and branch—everything.

Please just check it!

I know veronika.f@casino.guru that you guys have a lot of complaints, but I've been asking for help for months

Dear 13GentlePanfa

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Happyjokers Casino representative to join this conversation.

Dear Happyjokers Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear 13GentlePanfa,

We would like to inform you that the bank statement you provided, showing your deposit to your casino account, has been accepted.

As mandatory verification is required before any withdrawal can be processed, in accordance with our Terms and Conditions, please upload a valid identity document to your casino account. The verification process usually takes only a few minutes.

For identity verification, please provide one of the following documents: a passport, identity card, or driver’s license. If you submit an identity card or driver’s license, please upload clear photos of both the front and back sides. All information, including your name, date of birth, and any other relevant details, must be clearly visible and legible. In addition, all four corners of the document must be visible in the photo.

Please note that we do not accept scans, printouts, or screenshots for identity verification. Only a clear photo of the original physical document will be accepted.

By registering on our website, you confirm that you have read and accepted our Terms and Conditions. While we regret that the verification process has caused you frustration, please understand that we operate in accordance with our established rules and regulations, which we strive to apply consistently.

Best regards,

Happyjokers Casino

Dear player,

Thank you for the update.

I understand that this verification process has been frustrating for you. According to the casino's latest response, your bank statement has now been successfully approved, and the only remaining requirement is identity verification.

Could you please let us know once you have uploaded the requested physical identity document to your casino account? After that, we will continue monitoring the verification process and assist you further if needed.

Thank you in advance for your cooperation.

Here’s the thing: I have my driver’s license with me, but it’s expired—and that doesn’t matter to you guys, right? It matters to the police if they pull me over. Here in Brazil, do we use the digital license issued directly by the Brazilian government, or do you accept my physical license—even though it’s expired—or the digital one?

Or am I going to have to pay R$200 to get a physical license just because of a gaming platform?

This platform should be removed if you foreigners are against the method we use to present the digital driver’s license as required by the Brazilian government; in any case, you should post everything I’m going through on all gaming platform websites—either you accept the digital license or the physical one that’s expired, if you’re behind the times and still use physical documents in your areas.

Dear player,

Thank you for your update.

To better understand your situation, could you please confirm whether you have any other valid physical government-issued identity document available besides your driver's license, such as a passport or a national identity card?

Thank you in advance for your reply.

I can do this!!!!!!

It's a valid document!

Dear player,

Thank you for the information. I understand that the digital driver's license is considered a valid document in Brazil.

However, at this stage I need to clarify your situation. Could you please confirm whether you have any other valid physical government-issued identity document available, such as a passport or a national identity card?

This information will help us determine how to proceed with your complaint.

Thank you in advance for your reply.

I have my Professional Identification Card (CRMV)

It serves as the official identification for veterinarians

Dear Happyjokers Casino,

Thank you for your previous response.

The player has informed us that they possess a physical Professional Identification Card (CRMV) issued by the Regional Council of Veterinary Medicine.

Could you please clarify whether this document would be acceptable for identity verification? If not, could you please advise whether there are any alternative options available for completing the verification process in the player's situation?

Thank you in advance for your clarification.

Hello,

We would like to inform you that only government-issued identification documents can be accepted for verification purposes. The most commonly provided documents include a passport, national identity card, or driver’s license.

Furthermore, we note that no valid attempts have been made to complete the identity verification process on the user’s account.

We would also like to clarify that physical identification documents are not obsolete in the player’s location and can be obtained upon request if they are not currently in the player’s possession. Therefore, we kindly ask that an acceptable document be provided in order to proceed with the verification.

Kind regards,

Happyjokers Casino

Dear Happyjokers Casino,

Thank you for your clarification.

I understand your verification requirements. However, the player has explained that obtaining one of the accepted physical identity documents would involve additional costs, which are quite significant compared to the amount in dispute.

Could you please check whether there is any flexibility in this particular case or whether any alternative solution could be considered?

Hey, what if they don't respond? Just look at how little this matters to them. They have no sense of responsibility—they just want our money, but when it comes time to do their job, they don't do it! That's theft.

Hello!

We would like to clarify that all document requests are made strictly in accordance with the Terms and Conditions agreed upon during registration.

The Know Your Customer (KYC) verification process is required prior to processing any withdrawal requests, and only government-issued identification documents can be accepted. Furthermore, the verification process is largely automated and supported by advanced anti-fraud tools to ensure the authenticity of all submitted documents. It is the responsibility of the player to provide a valid identification document.

As there have been no successful attempts to complete the proof of identity verification, we strongly encourage you to proceed with this step. This will allow us to provide more detailed guidance based on the documents you have available.

If you do not currently have a valid document, we kindly ask that you inform us so we can advise you on how to proceed with your case.

Should you have any further questions, please do not hesitate to contact us. We will be happy to assist you.

Kind regards,

Happyjokers Casino

Dear Happyjokers Casino,

The player has indicated that they do not currently possess one of the physical government-issued identity documents accepted for verification.

In your latest reply, you mentioned that if the player does not have a valid document, you can advise them on how to proceed with their case.

Could you please clarify what guidance or options you would provide in this situation?

Hello!

We would like to clarify that failure to provide valid and verifiable proof of identity documents will result in the KYC procedure being unsuccessful. As stated in our Terms and Conditions, this may lead to account closure and, where applicable, confiscation of winnings, in line with our policies.

These terms are clearly displayed both before and after registration and apply to all registered users. If a user does not agree with our Terms and Conditions, they should not create an account or should discontinue use of our platform.

As there have been no attempts made to complete the proof of identity verification, and it remains possible for the user to obtain valid documentation, we would require direct confirmation from the player if no valid document is currently available.

If there are any further questions, we are at your disposal.

Kind regards,

Happyjokers Casino

Dear player,

To help us move this case forward, could you please confirm whether you currently do not have a valid physical passport, national identity card, or driver's license, and that the CRMV professional card is the only valid physical identification document available to you?

Thank you in advance for your reply.