The player from Sweden faced a delayed withdrawal issue at Joker Ace, with funds pending for 35 business days. The player confirmed previous successful withdrawals and that winnings were accumulated on slot games without an active bonus. Despite the player’s request, the casino refused to provide documentation proving KYC approval. The complaint was closed as unresolved because the casino had a history of non-cooperation and did not respond to mediation attempts. We recommended avoiding Joker Ace due to their lack of engagement in resolving complaints.
Joker's Ace Casino - Player's withdrawal is delayed.
Unresolved
Our verdict
No reaction policy
Black points: 372
Amount: 23,000 kr
Joker's Ace Casino
Safety Index 0.4 Very lowCase summary
Discussion
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1 month ago
Joker Ace
Joker Ace LTD
license Master License 34389464EU Curaçao
Problem , delayed withdrawal 35 business days
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1 month ago
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 does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Dear Donatas525,
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?
- What types of games did you play to accumulate your winnings?
- Did you accumulate your winnings with or without an active bonus?
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
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1 month ago
Yes, winnings were successfully paid out twice; yes, the games were played without an active bonus.
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1 month ago
I was corresponding with them and asked if my KYC had been approved; they replied that it had, but when I asked them to provide a document proving it, they refused.
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1 month ago
Dear Donatas525,
Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 5+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.
Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, we have no other choice since it seems to be a common practice for Joker's Ace Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in number. We strictly recommend staying away from Joker's Ace Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
Best regards
Veronika
