Jokery Casino - Player faces withdrawal issues with a closed account.

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Dear DGTx,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Jokery Casino regarding the cancellation of your withdrawals. I have also found this rule in their terms and condition:

23.6. A player may cancel an active bonus at any time from the Profile section or by contacting us via Live Chat or email at support@jokery2590.com. By canceling the bonus, the whole amount in the Bonus balance and all winnings accumulated during the bonus period will also be voided.

Additionally, bonus terms and conditions state:

12. The wagering requirement at Jokery is 35 times the initial amount of the deposit and bonus received.

To better understand your situation, could you please provide answers to the following questions:

• Have you fully wagered your deposit, please?
• Have you attempted to contact Jokery Casino's support regarding the cancellation of your withdrawals? If yes, what was their response?
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Your cooperation in providing these details will help us investigate and work towards a resolution. We want to ensure that we have all the relevant information to address your complaint effectively.

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

Best regards,

Katarina

Hallo, danke für eure Hilfe.

Nein, ich habe den Einzahlungsbetrag nicht vollständig aufgebraucht. Die Gewinne habe ich rein mit dem Einzahlungsbetrag erzielt, nicht mit dem Bonusguthaben.

Ja, der Support hat ebenfalls auf die AGB's hingewiesen. Trotzdem ist die Website so aufgebaut, dass sie (wie in den meisten anderen Casinos) suggeriert, dass man zuerst mit seinem Echtgeldguthaben (Real Balance) spielt und dann mit seinem Bonusguthaben.

Wozu sollte REAL BALANCE und Bonusguthaben gelistet werden, wenn es sich im Endeffekt nur um Bonusguthaben handelt? Die Antwort auf diese Frage lässt nur einen einzigen Grund zu - um Spieler dazu zu bewegen den Bonus zu stornieren, um sie im nachhinein um den Gewinn zu prellen.

1. Wieso wurde bei der Stornierung des Bonus nicht angezeigt, dass meine Real Balance ebenfalls erlischt, nicht nur das Bonusguthaben?

2. Wozu gibt es eine Real Balance, wenn es eigentlich gar keine Real Balance ist?

3. Wieso war die Real Balance noch verfügbar und ich konnte diese in die Auszahlung schicken, nachdem ich den Bonus storniert habe? Wäre die Real Balance mit dem Bonus verknüpft, hätte sie ja ebenfalls entfallen müssen.

4. Wieso sollte ich 2500€ Bonusguthaben stornieren, wenn ich kurz davor stehe, die Umsatzbedingungen zu erfüllen? Das tat ich nur, weil die Website extra scheinheilig aufgebaut ist und die Spieler bewusst zu dieser Entscheidung zu manipulieren.

Screenshots habe ich aktuell nicht, ich könnte nur im Forum die Logs anfordern.

Liebe Grüße

Mike

*Einzahlungsbetrag nicht vollständig aufgebraucht

So sieht die Verteilung des Guthabens auf. Ich habe nur mit meinem Echtgeldguthaben gespielt - das Bonusgeld war unangetastet.

Wie soll man auf die Idee kommen, dass das Echtgeldguthaben nicht auch Echtgeldguthaben ist? Wieso wird es nicht bei Bonusguthaben gelistet?

Richtig - eine Betrugsmasche.

Dear DGTx,

thank you for your messages.

I understand your frustration and acknowledge the need for improved transparency in these situations. Furthermore, have you forwarded your communications with the casino to katarina.d@casino.guru? I was unable to locate them in my inbox. Please include any relevant screenshots at your earliest convenience.

Kindly notify me here in the thread once the email has been dispatched.

Looking forward to your reply,

Katarina

Hallo, ich habe die Auszüge per Mail angefragt, aber erhalte keine Antwort. Wie geht es jetzt weiter?

Dear DGTx

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, Martin (martin.l@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,

Katarina

Hello DGTx,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Jokery Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Is there some sort of a warning that displays in situations when the player requests to withdraw funds while wagering is not met just yet? Are you able to provide us and the player with a screenshot of communication with support?

Please note, that from the evidence at our disposal, we cannot agree with voiding the player's funds.

Thank you in advance for providing us with your view of the issue.

Hello,

Thank you for the opportunity to provide further information.

Please note that the bonus refers to the promotion you activated. Since your deposit is linked to the promotion, the corresponding terms and conditions apply to both the deposit and bonus balance. As a result, the wagering requirements are calculated on the combined amount.

Additionally, when attempting to make a withdrawal, you are notified via a pop-up message indicating that an active bonus is in place.

Thank you for your understanding and cooperation.

Best Regards,

Jokery Team

Es wäre sehr schön, würden mal ansatzweise auf meine Stellungnahme eingegangen werden. Ich habe ausführlich beschrieben, wie die Auszahlung stattgefunden hat - wie immer wird diese Stellungnahme von Jokery schlicht ignoriert und stattdessen mit hohlen Floskeln und Lügen geantwortet.

Hätten sie meine Stellungnahme gelesen, wüssten sie, dass ich den Bonus storniert habe, weil mein Guthaben unter der REAL BALANCE gelistet wurde, nicht unter dem Bonusguthaben. Insofern kam bei der Stornierung des Bonus lediglich die Meldung, dass die 50€ BONUSGUTHABEN erlischen, von meiner Realbalance war nie die Rede. Anders hätte ich die 2000€ auch nicht in die Auszahlung schicken können, oder?

Ich unterstelle hier immer noch eine gezielte betrügerische Masche, die exakt darauf abgestimmt ist, die User in fälschlichem Wissen dazu zu bewegen, den Bonus zu stornieren.

Ich bin gut rechtsschutzversichert - welche Möglichkeiten habe ich per internationalem Recht gegen dieses Casino vorzugehen?

Liebe Grüße,

Mike

Dear casino representative,

thank you for your response. In order to assess this case properly, I would kindly like to ask you to comment and offer your perspective on the following points:

Firstly, as per the pop-up warning provided by the player, only the voiding of the bonus balance, not the real balance is mentioned. This means that we cannot agree with fully voiding the balance.

Additionally, the player states that after cancelling the bonus, the real balance remained withdrawable until the withdrawal was manually canceled by the casino. This behavior would further support the interpretation that the real balance was separate. We believe this presentation can understandably lead players to believe that their real funds are not tied to bonus funds and their terms.

The player has also not received any sort of advantage from the bonus, as he hasn't used the bonus balance. Can you please specify how much money he has wagered in order to get his winnings?

Thank you in advance for more clarifications from your side.

Hello,

Thank you for giving us the opportunity to clarify this matter further.

We would like to address your concerns regarding the wagering process. Whenever a promotion is active, the wagering progress is always visible and continuously updated in the "My Bonuses" section of the account.

As outlined in the Terms and Conditions, the wagering requirement applies to both the deposit and the bonus amounts. This means that the funds displayed during an active promotion are still considered part of the wagering cycle and, therefore, remain subject to the promotional rules.

Please note that during an active bonus, the deposited funds are used first, followed by the bonus funds. Additionally, if you choose to cancel the promotion after wagering has already begun, any winnings accumulated during this period will be forfeited, even if the bonus balance itself has not yet been used.

We appreciate your feedback and remain available should you need any further clarification.

Best Regards,

Jokery Team

Dear Casino representative,

Thank you for your cooperation in this matter.

We believe the player cancelled the promotion mainly because of the information he received from support. He believed that cancelling the bonus would not affect the real balance. In addition to this, the interface also showed the funds under Real Balance, the cancellation pop-up referenced only the bonus balance, and the real balance initially remained withdrawable afterwards.

Under these circumstances, we simply do not agree with voiding the player’s winnings. We therefore recommend that the casino reinstates the bonus to its original form, allowing the player to complete the wagering under correct conditions.

Please let us know your position.

Hello,

Thank you for your cooperation and input on this matter.

We understand that both bonus funds and withdrawals play a significant role in our customers’ overall experience. At the same time, we are committed to ensuring a user-friendly approach while maintaining fairness in all actions taken.

With this in mind, we are pleased to inform you that the previously voided funds have been reinstated. We trust that this exception reflects our commitment to ensuring fairness and customer satisfaction in this case.

We sincerely appreciate your time, understanding, and cooperation.

Best regards,

Jokery Casino Team

Erst einmal vielen Dank für die Klärung und das Entgegenkommen. Das Geld wurde gutgeschrieben, aber es ist kein Bonus im Account vermerkt (dahingehend auch keine Bonusumsetzung) - bedeutet das, dass das Geld jetzt zur Auszahlung bereit steht?

Dear casino representative,

thank you very much for your response, we appreciate your commitment to fair gaming. Could you please also clarify the current state of the funds?

Hello,

Thank you for your swift reply.

DGTx, you can proceed further with a withdrawal request up to your daily limits, and you can get in touch with our support team anytime you have any questions.

Additionally, if anything else is needed, our team will promptly inform you via dedicated communication.

Warm regards,

Jokery Casino Team

Dear Casino representative,

thank you for your swift response.

Dear DGTx,

thank you for your continued cooperation, please keep us updated on the status of your funds.

Dear DGTx,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martin
Casino.Guru

Dear parties,

We’ve reopened this complaint at the request of DGTx, who has confirmed the funds have been transferred to his account.

Dear DGTx,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Jokery Casino for their response. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're here to help ! 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru