Joker's Ace Casino - Player's withdrawal is delayed and unresponsive.

I had a bonus and wagered it the required amount and managed to turn my large deposit into a withdrawal of £2500. I submitted this on the 21st Jan 2025. Nowhere on the website mentioned the sudden 7-21 business day withdrawal process, it only mentions the 1-2 days withdrawal payment time it appears. So i have reluctantly waited. I am now on business day 23 and i have heard nothing despite sending numerous emails to support. I have emailed the VIP manager 'anna' who does not respond to emails and also tried the uk mobile number that jokers ace sent me in a promotional text message for Anna and this doesnt ring and appears is not a live number. I feel this is a scam. I have tried to go through my bank and also to report fraud, the UK police cyber crime reporting system but nobody is interested because its gambling. Please help!

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Dear aj1984a,

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 that I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Could you kindly send me a link or a screenshot of the bonus you activated and played with?

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,

Veronika

Dear aj1984a,

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,

Veronika

Hello aj1984a,

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

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.