The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. The payment had not been processed yet. The player expressed concern about the delay, citing the casino's stated 72-hour payout policy and an unreachable email address for payout confirmation. We advised the player to wait at least 14 days for processing and to cooperate with the casino's verification procedures. The player later marked the complaint as resolved, indicating that the issue had been settled.
Jokery Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €2,100
Jokery Casino
Safety Index:HighCase summary
Discussion
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3 weeks ago
Translation
Good day,
I'm having problems with several withdrawals at Jokery.
After going through the arduous verification process, I was initially told I couldn't withdraw more than €700 per day. Okay, so I canceled the withdrawal and made three separate withdrawals on March 26th, 27th, and 28th. Jokery claims the process is completed after 72 hours. Now, over 96 hours have passed since the Sunday withdrawal and over 72 hours since the Monday withdrawal. I tried to reply to the email from which I received the withdrawal processing information.
info@smtpauthrelay.com My email could not be delivered!
Automatic translation:
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3 weeks 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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3 weeks ago
Dear sk1llmaydie,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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3 weeks ago
TranslationYour statement is nonsense, as Jokery themselves state that payouts are processed after 72 hours. Much more unusual is the fact that the email address from which the payout confirmation is sent is unreachable!
Edited
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1 week ago
Dear sk1llmaydie,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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1 week ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear sk1llmaydie,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Karla
