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

Requested withdrawal on October 10. Was informed that the max delay would be 21 business days. Since then numerous "chats" with the AI bots of their customer support but they always had the same answers: high workload, strict security checks, and my withdrawal was still being processed and would be finalized "soon"… Now we are December 8, again I tried to chat but again the same answers. It seems that (probably because I said I would contact a lawyer, it seems I have no more access to the "live chat support", so I sent an email to their support itself….

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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?

Thank you very much in advance for your reply.

Best regards,

Tomas

Have you made any successful withdrawals from the casino in the past? NO

Could you please confirm that you have passed the KYC verification? YES

Have you accumulated your winnings with the help of a bonus? YES, in total i deposited 220€ and I got a bonus. Thanks to this bonus i was able to win in total 619,60€ (so net profit would have been 400€), which I tried to withdraw

Seems today i could access again to their online "chat"; unfortunately with the same old narrative…. I ‘ll try to add some screenshots…

Dear Dannitos,

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 ([email protected]), 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,

Tomas

Hello Dannitos,

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

Hello Lucia,

Thank you so much for your efforts. Up till now there is no news. I just contacted their AI chat bot and it’s the same narrative as always…. They’re busy and the withdrawal is still being processed (see attached screenshot from a few minutes ago).

Thank you again for your efforts!

Best regards,

Danny

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,

Lucia