The player from Germany has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet.
Jokery Casino - Player claims that payment has been delayed.
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5d 15h 34m 27s
Jokery Casino
Safety Index 7.5 Above averageCase summary
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2 weeks ago
Translation
Hello Casino Guru Team,
I am filing this complaint against Jokery Casino for the unlawful withholding of my balance of €950.00.
After successfully playing and requesting a withdrawal of €950.00, the casino canceled and rejected my withdrawal on July 13th without any valid reason. They credited the money back to my playable casino balance. This is a known, unfair delaying tactic to entice players to gamble away their winnings.
Note regarding my screenshots: In my email to the casino, I threatened to file a complaint with AskGamblers. However, since their website caused me technical problems, I am now contacting you directly and hope for your professional support.
I have already submitted all the required KYC documents (ID, proof of address, proof of payment) and my account is verified. I requested a withdrawal again today, July 15th (Transaction ID: 5826097). I request Casino Guru's assistance in persuading the casino to remove these artificial obstacles and process my €950.00 withdrawal immediately.
Thank you so much for your help.
[redacted]
Edited by a Casino Guru admin
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2 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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2 weeks ago
Dear Eisilein,
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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2 weeks ago
TranslationHello everyone,
I would like to add two important pieces of evidence to supplement my complaint:
1. Screenshot (Personal Data): Shows that the player account is registered in my name (redacted). For privacy reasons, I have obscured my phone number and street address in the image, but my name and date of birth are fully legible.
2. Screenshot (verification): This proves that my identity and address documents have already been successfully uploaded (green checkmark). My account is therefore verified.
These documents prove that everything is completed on my end and there is no reason to continue blocking my payment.
Thank you so much for your support!
Edited by a Casino Guru admin
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1 week ago
Dear Eisilein,
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
TranslationHello Jean and the Casino Guru Team,
Thank you for your inquiry. Unfortunately, absolutely nothing has changed for me so far.
The €950.00 payout is still pending, and no money has arrived in my bank account to date. I have also received no feedback or information from the casino regarding the processing status. My casino balance, of course, remains untouched.
I therefore ask you to hand the case directly over to the casino and inquire there.
Thank you so much for your help!
Best regards
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6 days ago
TranslationHello dear Casino Guru team
The casino has again cancelled my withdrawal without giving a reason. I have just resubmitted the €950 withdrawal request. I ask the processor/casino to clarify why the process is being repeatedly cancelled.
Best regards
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yesterday
Thank you for the update. Please allow me to ask a few questions to understand the situation.
- Have you made any successful withdrawals before?
- Have you accumulated your winnings with or without an active bonus?
- Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.
I understand this may take time, so I appreciate your assistance.
