Joker's Ace Casino - Player's withdrawal is delayed amid regulatory red flags.

Withdrawal of £3,000.00 submitted on 19th of November, they are claiming that it is still under the review and that it may take 7-21 days to complete. I’m submitting this complaint already even though it’s only been a day because this is against their terms and conditions. But also there serious red flags about their terms

In addition to their prolonged delay, I have now conducted a detailed review of the licensing information displayed on your website. The findings reveal major regulatory red flags, all of which have been documented, timestamped, and added to the case file.

Below are the specific inconsistencies identified directly from your own published text:

1. Conflicting and inconsistent operator identities

Your footer states:

"Joker’s Ace is owned and operated by Joker’s Ace LTD of Barge straat 1"

"…and its fully owned subsidiary, Joker’s Ace LTD Address Hollandia 24"

Immediately followed by:

"jokersace.com domain is explored by Lava Entertainment…"

A legitimate operator cannot simultaneously be Joker’s Ace LTD and Lava Entertainment, nor can a domain be "explored" by a different company than the one claiming ownership. This alone constitutes a serious compliance irregularity.

2. Duplicate and inconsistent licensing claims

You list:

"Master License 34389464EU granted by Curacao"

Followed by:

"Joker’s Ace LTD holds a master License 34389464EU"

The same number is duplicated, yet the format "34389464EU" does not correspond to any recognised Curacao Master Licence structure. Curacao master licences follow fixed formats tied to specific, public master licence holders — and your number does not match any of them.

3. The permit number you display does not belong to your business

Your footer also states:

"Permit number DEAJS/SCFVF/P-06/2005 granted by the General Directorate of Games and Sweepstakes."

This permit format does not originate from Curacao nor any licensing body associated with your claimed jurisdiction. The year "2005" precedes the creation of many iGaming regulatory frameworks currently in use and is widely associated with recycled text used on unlicensed gambling sites.

4. Use of mixed jurisdictions

You claim:

A "Curacao Master License",

A "General Directorate of Games and Sweepstakes" permit,

And operational oversight by two different companies.

Legitimate operators do not mix multiple jurisdictions and regulators in a single licence declaration — this is a classic indicator of non-compliant or fabricated documentation.

5. Non-standard legal language

Your text includes statements such as:

"Gambling is a disease…"

No licensed regulator anywhere in the world uses this wording in official disclaimers. This text appears in identical form on multiple flagged websites — confirming that your Terms contain copied, non-authentic material.

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Hello,

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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Regarding your concerns about the license of this casino, if you check our review, you can see that we inform players that this casino operates with a fake license. It claims to be licensed in Curaçao, but these claims are false. Unfortunately, we don’t handle complaints related to licensing regulations and policies. Thank you in advance for your patience and understanding.

Best regards,

Veronika

Dear CasinoGuru Complaint Team,

I am submitting this complaint regarding JokersAce Casino after the operator closed my account on 20 November and cancelled my £3,000 withdrawal request, which I had submitted on 19 November. At the time of closure, the withdrawal was pending, not yet approved, but there was no indication of any issue with my account before they decided to close it.

1. Cancelled £3,000 Pending Withdrawal

My £3,000 withdrawal was submitted and awaiting processing. The casino closed my account the next day and immediately cancelled the withdrawal without providing any explanation or evidence of wrongdoing.

I deny any alleged breach of their policies. All my gameplay and account activity were legitimate and conducted in good faith.

2. Unsupported "Policy Breach" Claim

The casino claims that my account was closed due to a breach of their terms. Despite multiple requests, they have not:

Identified which specific clause I allegedly violated,

Provided any evidence,

Explained how this justifies cancelling my pending withdrawal or withholding funds.

The only communications I had with them were to raise concerns regarding inconsistencies in their Terms & Conditions and the licensing information displayed on their website. I also cc’d their payment provider in some emails purely to escalate the matter professionally. At all times, I made it clear that I wanted an amicable resolution and intended to continue using the casino if everything was handled properly.

3. Licensing and Regulatory Concerns

Their website contains several unusual and conflicting disclosures, including:

A Curaçao Master License number that does not match standard structures,

A separate entity with a non-standard permit number,

Multiple different listed company names and addresses.

These issues raised legitimate concerns about regulatory oversight, and I requested clarification from the operator—questions that were never properly addressed.

4. Missing Deposit Refunds

The casino claims to have refunded all my deposits. However, out of approximately £300 deposited, I received only £99. The remaining amount is unaccounted for, and the casino has not provided proof of any additional refunds.

5. Contradictory Information From Support

Their live chat and email agents have given conflicting explanations, including:

Telling me the "transaction" was only temporarily cancelled,

Informing me the account is permanently closed,

Offering inconsistent statements about deposit refunds and policy breaches.

None of the information they provided has been consistent or backed by evidence.

6. My Position

My account closure and the cancellation of my pending withdrawal were unjustified.

I did not breach any terms or policies.

I am owed my £3,000 withdrawal, as well as the remainder of my deposit refunds.

I attempted to resolve the matter politely and cooperatively before escalating it.

The operator continues to withhold funds without providing a lawful or evidence-based reason.

Request to CasinoGuru

I kindly request your assistance with the following:

Obtaining a clear explanation from JokersAce for the account closure,

Confirming the status of the unreturned deposit funds,

Ensuring the casino processes my £3,000 withdrawal, unless they can present verifiable evidence of a genuine policy breach.

Thank you for your help. I am ready to provide all supporting documentation, including screenshots, emails, and account history.

Thank you for the updates. Did you receive any emails from the casino after your account was blocked? If so, kindly forward them to me at veronika.f@casino.guru.

Did you accumulate your £3,000 winnings with or without a bonus?

What types of games did you play?

I have received some emails saying ‘thanks for informing us’, and then as originally advised but I no longer hold these emails.

£3,000.00 accumulated on basswin game with no bonus.

Dear Lulule,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Hello there,

Thank you Lulule for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Joker's Ace Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter