Joker's Ace Casino - Player’s withdrawal is delayed.

Withdrawal of €2000 pending since December 22. No bonus used. Casino ignores emails. Multiple players report same issue. Complaint already filed with Curaçao authority.

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Dear Daniel0,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, I’d like to emphasize that we’ve received some complaints about delayed withdrawals from this specific gambling establishment. Despite several cases submitted, the casino has decided to adopt a No Reaction Policy approach in response to all our attempts to negotiate any issues.

I can only imagine how frustrating it must be to wait for your money without any feedback on when you’ll receive it, and I genuinely hope that your winnings will be sent to you eventually.

To clarify your issue:

• Have you made any successful withdrawals before?
• Can you confirm if you have provided all necessary documentation for the withdrawal?
• Could you please confirm that you have passed the KYC verification?

Thank you in advance for your cooperation and reply.

Best regards

Petra

Hello Petra!

My identity was confirmed. I had already made at least 4 withdrawals from this casino, and never had any problems, even withdrawals of somewhat high amounts, and I always maintained contact by email with my supposed VIP agent at the casino. Suddenly, this stopped happening. More than a month has passed, I found it strange and decided to look for some answers from the casino, that's when I realized it was happening to everyone.

Até ao momento continuo sem qualquer resposta do casino nesta reclamação. O pagamento permanece pendente e estou totalmente disponível para cooperar caso seja necessária alguma informação adicional. Agradeço uma atualização pública.

Thank you for your reply and for providing the previous details, Daniel0.

• Could you let us know when you made your last successful withdrawal and how long it took to be processed?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
• Have you received any confirmation of the complaint you filed with the Curaçao authority?

Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Olá Petra,

Obrigado pelo seu contato.

Respondendo às suas perguntas e acrescentando algumas informações relevantes:

O último saque que realizei com sucesso foi no dia 16 de outubro. Não me recordo exatamente quanto tempo levou para ser processado. No entanto, normalmente eu solicitava a aceleração do saque diretamente ao meu agente VIP por e-mail, e ele acelerava sempre o processo. Esse procedimento era recorrente sempre que eu precisava realizar um saque, embora eu não consiga informar o tempo exato de processamento. Infelizmente desde dezembro que não obtenho resposta a qualquer e-mail, seja do agente VIP, seja do e-mail de suporte do casino.

O método de pagamento utilizado para o saque foi Visa, o mesmo método que já utilizei anteriormente em outros saques sem problemas.

Em relação à reclamação apresentada às autoridades de Curaçao, não recebi até o momento qualquer confirmação ou resposta.

Além disso, tenho tentado obter esclarecimentos através do chat do casino, questionando sobre possíveis alterações no prazo de processamento e quanto tempo os saques estão a demorar atualmente. No entanto, as respostas são sempre as mesmas, aparentemente automáticas, informando que não há agentes suficientes disponíveis para tratar dos saques, e que por esse motivo os levantamentos estão a demorar mais do que o normal. O chat repete constantemente essa explicação, sem fornecer informações concretas ou prazos.

No momento, não possuo comunicações adicionais além das já mencionadas, mas fico à disposição para fornecer qualquer outra informação que seja necessária.

Vou também enviar em anexo as várias tentativas de comunicação com o casino, até à data de hoje, das quais nunca obtive resposta. Anna era a minha agente VIP

Agradeço desde já a atenção e a colaboração.

Dear Daniel0,

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 Lucia (lucia.s@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,

Petra

Hello Daniel0,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

Agradeço o vosso acompanhamento e a transparência em relação ao processo.

Compreendo que ainda não exista um contacto estabelecido com o casino e agradeço os esforços para tentar obter uma resposta da parte deles.

Caso seja necessário algum documento ou informação adicional da minha parte para acelerar o processo, estou totalmente disponível para colaborar.

Fico a aguardar novidades.

Olá Lúcia.

Desculpe a insistência, já tem alguma novidade que me possa fornecer?

Obrigada

Hello Daniel0,

Thank you for your message — and no need to apologize, I completely understand why you're following up.

At the moment, unfortunately, we don’t have any new updates to share. I know waiting is frustrating, and I truly understand how unpleasant this situation must feel.

That said, I also want to prepare you for the possibility that we may not receive a response from the casino. We are currently handling several complaints regarding this same casino, and so far, they have not replied to any of them. Of course, I will continue to monitor the situation and inform you immediately if I hear anything.

Mais uma vez obrigada pela rápida resposta. Fico aguardar boas notícias!

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.

Agradeço a extensão do prazo.

Gostaria de reforçar que continuo a aguardar uma resposta e resolução por parte do Joker’s Ace Casino relativamente à minha reclamação. Até ao momento, o meu problema permanece sem solução.

Continuo sem uma resposta por parte do casino, sem resposta aos e-mails.

Obrigada

Dear Daniel0,

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,

Lucia