Joker8 Casino - Player's self-exclusion request is ignored and funds are confiscated.

I basically asked to self-exclude myself from Joker8 online casino on August 22,2025 to which they responded to me through LiveChat that they could not do anything and to email Joker8 Casino by email. I proceeded to email my request to self exclude to which they respond they would like more details , I told them I don’t have to give details I just want to self exclude. That did not happen ! I was able to play and access the account still and for the next days I proceeded to lose about 4000$ , I know I have a gambling problem so it was very important to me to self-exclude , I wish they would have done it when I asked. After losing all that money and being enticed to stick around with many bonus offers and free spins i finally had enough and asked Again to Self Exclude through live chat , once again they told me to write an email , I did once again and this time was not going to take no for an answer. They simply responded that they would do it , never said for how long or sorry or anything , it took about an hour before it actually took away access to the account and they said they would not be responsible if I continue to try to access the site with new accounts .

I wrote them an email asking that they return the money that I deposited through the days they did not respect my desire to exclude myself from their website. I know it sounds crazy and some people will tell me to just forget about it but I know I have a gambling addiction and when I asked them to Ban me from the site it was really a cry for help and they should know that .

ALSO ! Issue 2 is while playing the AviaFly game on Joker8 casino , I was Robbed of nearly 500$ in bets that were taken from my bankroll with a " bet not found " error message preventing the said Play to happen yet the money would just decrease regardless from my bankroll…. I am 100% certain of this and watched it happen about 4 or 5 times with bets around 100$ each . Very concerning ! When I brought it up to them they said they would be back to me through email , it never happened by the way . Of course not .

i even provided them screenshots of the said bets so they could look into it . But nothing from them about it .

they ignored my email about seeing if I could get my funds returned in both cases.

i don’t expect a miracle and take full responsibility for being a gambler but I also believe they have a duty to respect people who want to self-exclude ! It’s important .

Dear MmaNews1977, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain you what the difference is between closing the account and self-exclusion: 

• Closing an account is simple and has almost no impact - the player can reopen the account anytime, and casino has no obligation to the player.  
• On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problem). 

I have checked the responsible gambling policy of the casino and have found the following information:

Self-exclusion request: you can contact Support Service Team via e-mail: [email protected], and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Would you be so kind as to forward me all the self-exclusion requests that you sent to the casino, together with their replies? My email address is [email protected]. 

Thank you very much in advance. 

Best regards, 

Natalia

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Hi Natalia ,

I sent you the information you requested BUT interestingly I was going through my emails and I noticed that back exactly a year ago to date ( August 21,2024 ) I had already asked to be self-excluded from Joker8 , leading me to come to the conclusion they never respected that request in the first place . Fast Forward to summer 2025 , I was able to login with the same info as before no problem , make deposits and also some small withdrawals. This means either they never self excluded me the first time I asked or their self-exclusion lasts even less than a year. Either way have been ignoring my messages ( even though they always mention to email them any concerns ) , I know it is partly my responsibility not to return somewhere after being self-excluded but in this case I also feel cheated and let down by them. If I had been self-excluded like I was supposed to be as of August 2024 , I should not have been able to access that site and worse yet , I now know that in a few months I will probably be able to gain access again using the same account , can we find out how long a self exclusion is supposed to last ? Because as of August 2024 I was already supposed to be unable to access Joker8 .

I forwarded you the information by email . Thanks

I emailed Joker8 asking how long a self exclusion lasts for , the response was " we would be happy to re-instate your gaming account but first you need to sign a liability release agreement and also sign a statement that says that you are not a problem gambler ". If such is the case , then how come I was able to access my account fully without such information given to them. I self excluded in August 2024 but as of August 2025 I was able to fully access their gaming platforms without signing anything , with no questions asked .

Thank you for forwarding the emails. I’ve reviewed them closely. It appears that you were not self-excluded a year ago. For a self-exclusion request to be valid, a player should acknowledge struggles with gambling problems or addiction. In your email, there is no mention of gambling-related issues that would indicate a problem for the casino. The reason you gave (that you were not winning) does not, by itself, demonstrate a gambling problem.

In one of the responses, the casino asked you to contact them when your balance reached zero in order to initiate an account closure, but it seems you did not do so, as there are no subsequent messages. This is likely why your account remained accessible.

From reviewing your most recent emails to the casino, it appears you contacted them for the first time on 21 August. However, you did not provide a reason to close your account when the casino asked for one. Unfortunately, this request cannot be considered valid without an explanation from you that would trigger the self-exclusion process based on a real gambling problem.

But I can see that you described yourself as a problem gambler in your next request sent on 1 September at 00:36, which resulted in account closure confirmed by the casino support at 00:54. It means the casino closed your account in a reasonable timeframe upon your indication of problem gambling.

Please note that we are able to assist with the refund of lost deposits only in cases where the player explicitly states they are struggling with gambling addiction and the casino fails to take the necessary protective measures. Unfortunately, if you haven't notified the casino about your gambling issue, your funds are considered to be lost during the standard gameplay and cannot be reinstated.

Since your account has been closed after informing the casino about your situation, we cannot handle this case as a failed self-exclusion. I can only recommend that you request self-exclusion properly before you feel that you start to lose grip in the future.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day, hence, if it’s visibly marked you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm. 

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia