Joker8 Casino - Player's account has been mishandled and funds delayed.

I am filing a formal complaint against Joker8 for their lack of responsible gaming policy and unfair technical practices.

Unjustified withdrawal cancellation: On Monday, after winning 4,000 PLN, I requested a withdrawal of 2,000 PLN (the daily limit). The withdrawal was cancelled for "technical reasons," and the funds were returned to my balance. I experienced this as a "reverse withdrawal trap."

Technical issues: While playing, the slot machines constantly froze, crashed, and skipped reels. A single spin lasted over 10-15 seconds, preventing fair play. Despite these errors, the casino continued to debit my balance.

Refusal to close my account: After losing my initial winnings on Monday, I contacted customer support and expressly requested immediate and permanent account closure. The representative refused to close my account immediately and insisted that I send an email from my registered email address. I informed them that I no longer had access to this email address, but they allowed me to remain active.

Financial Loss: Because the casino ignored my direct request to self-exclude, I deposited a total of PLN 3,200 within 3 days.

Desired Outcome: I am demanding a full refund of all deposits made AFTER my initial request to close my account on Monday (a total of PLN 3,200), as the casino failed to fulfill its obligation to protect the player who requested the closure.

 Self-Exclusion Ignored: I had previously self-excluded from this casino due to gambling concerns. However, the casino allowed me to reopen the account upon my request, which is a direct violation of standard Responsible Gambling protocols. They should have never allowed me to gamble again on this platform.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you self-exclude from this casino for the first time? Please forward me the account closure requests you sent to the casino, along with the casino's responses at veronika.f@casino.guru.
• When did you request the casino to reopen your account? Please forward me the communication regarding the reopen request as well.
• Am I correct in understanding that you lost your balance playing after the casino cancelled your withdrawal request?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika