The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. The payment hadn’t been processed yet. We initially explained that withdrawals could take up to 14 days and asked him to cooperate with the casino, but the casino later said his verification was incomplete and that a Proof of Deposit was needed, while also noting a €600 daily withdrawal limit. After he sent the requested documents, the account was verified and the withdrawal was processed in two parts due to the limit. The full €950 winnings were eventually received, so we marked the complaint as resolved.
Jokery Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €950
Jokery Casino
Safety Index 7.9 Above averageCase summary
Discussion
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1 month 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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1 month 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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1 month 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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1 month 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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4 weeks 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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4 weeks 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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3 weeks 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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3 weeks ago
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.
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3 weeks ago
TranslationHello Jean,
Thank you very much for your feedback and support in this matter!
Here are the answers to your questions:
Previous withdrawals: No, I have not yet received a successful withdrawal from this casino. This is my first withdrawal request.
Bonus: The winnings were achieved entirely without an active bonus (pure real money).
Correspondence: Most of my interactions with support took place spontaneously via live chat, for which I unfortunately have no screenshots or logs. However, I also sent the casino an email and have the automatic notifications regarding withdrawal requests and cancellations. I would be happy to forward these documents to you directly via email. jean.s@casino.guru further.
Thank you again for your effort and help!
Warm regards
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2 weeks ago
Dear Eisilein,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana, (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Jean
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2 weeks ago
Dear Eisilein,
My name is Jana, and I am here to assist you in resolving your complaint. I sincerely apologize for the inconvenience caused by the delay in your withdrawal. I will promptly reach out to the casino and do my utmost to resolve this issue as quickly as possible.
I would also like to invite a representative from Jokery Casino to join this conversation and contribute to the resolution of your complaint.
Dear Casino, could you please provide an explanation for the delay in processing the player's withdrawal?
Thank you in advance for your cooperation and the information provided.
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1 week ago
Hello,
Following a review of the case, we can confirm that the customer's verification process remains incomplete, as a Proof of Deposit is still required.
We would also like to clarify that the maximum daily withdrawal limit is EUR 600. Consequently, any withdrawal request exceeding this limit cannot be processed and will be cancelled accordingly.
Furthermore, we have contacted the customer via email and provided clear instructions regarding the documentation required to complete the verification process and proceed with the withdrawal. However, we have not received a response from the customer, nor has there been any further contact with our Chat Support.
We remain available to assist the customer and proceed with the withdrawal once the required documentation has been provided and the account verification has been completed.
Best regards,
Jokery Team
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1 week ago
Dear Eisilein,
I hope this message finds you well. I would like to kindly remind you to check your email and provide the required documents to the casino at your earliest convenience. It is essential for the continuation of your verification process to fulfill the casino's request. We appreciate your cooperation and would be grateful if you could keep us updated on your progress. Thank you for your continued support.
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1 week ago
TranslationHi Jana,
I have just sent the requested documents (screenshot of my Paysafe profile and the transaction confirmation of the deposit from 04.07.2026) to the casino via email.
Please keep the complaint open until the verification is complete and the payment has been processed.
Thank you for your support.
Best regards,
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1 week ago
Dear Eisilein,
Thank you for your message.
Dear Jokery Casino,
I would like to kindly request that you review the player's documentation and inform us if any additional documents are necessary to complete the verification of their account. Your continued support and cooperation are greatly appreciated.
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1 week ago
Hello,
We hope this e-mail finds you well.
We are happy to inform you that the customer's account has now been verified, and they may proceed with a withdrawal request, subject to the applicable daily withdrawal limit of EUR 600.
We appreciate your understanding and cooperation throughout the process.
Best regards,
Jokery Team
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1 week ago
TranslationHi Jana,
I have good news: The first €600 have been processed by the casino and are already on their way to my bank account.
However, the remaining €350 are still outstanding. I will update this information as soon as the first €600 have actually arrived in my bank account and as soon as the casino has paid out the remaining €350.
Please keep the case open until the full amount has been received in my account.
Thank you very much and best regards
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1 week ago
TranslationHi Jana,
The casino has paid out the entire amount, including the remaining €350. The money has arrived in my account in full.
The complaint can therefore be closed as resolved. Thank you for your support!
Best regards,
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5 days ago
Dear Eisilein,
We are delighted to learn that your issue has been resolved. We will proceed to mark the complaint as 'resolved' in our system. Your cooperation and confirmation are greatly appreciated. Should you experience any issues with this or any other casino in the future, please do not hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As a reminder, we do not charge for our services, and we do not accept gratuities. However, we would be extremely grateful if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be invaluable. Your feedback will help others who may be considering contacting us for assistance with online casino-related issues.
Thank you very much for your time.
Best regards,
Jana
Casino.Guru
