The player from the United Kingdom had been waiting for her withdrawal since July 18th and continued to receive the same response that it was under review. The issue remained unresolved due to a lack of response from the player to the Complaints Team's inquiries and reminders. Consequently, the complaint was closed at that time, but the player retained the option to reopen it in the future if she chose to re-engage.
Joker's Ace Casino - Player's withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: £450
Joker's Ace Casino
Safety Index 1.0 Very lowCase summary
Discussion
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9 months ago
I have been waiting since the 18th of July for my withdrawal and just keep getting told it's being reviewed I've never known anything take as long
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9 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.
- Have you made any successful withdrawals from the casino in the past?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with the help of a bonus?
- Could you please share a screenshot of your withdrawal request or your most recent interaction with casino support regarding the delay? Send the information to my email at tomas@casino.guru or post screenshots here.
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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9 months ago
Dear Dawnsims1,
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.
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9 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
