Jokery Casino - Player’s withdrawal has been delayed.

Hello dear team, I've been trying to withdraw my balance for a week now. I've been playing there for years and this is the first time I've ever withdrawn. The process keeps failing, saying I'm missing information. Verification is being handled by Verified in Not Verified. They have documents from my bank account, ID, a selfie, my electricity provider, and even my payslip. I don't know what else to send. I'm asking for your help.

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Dear Lostmymind,

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

I never played with bonus money, always with my real money.

Thank you very much for your reply, Lostmymind.

Could you please clarify whether your account is fully verified? If it's not, have you contacted customer support about what other verification document is missing?

Could you please forward all relevant correspondence between you and the casino regarding the repeated withdrawal cancellations 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.

An email was also sent to you.

Dear Lostmymind,

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, Munya, (munya.s@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

Dear Lostmymind

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from Jokery Casino to join this discussion and provide their comments regarding the matter.

Dear Jokery Casino,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.

Hello,

Thank you for giving us the opportunity to clarify the situation.

We can confirm that the player initiated the verification process in order to be able to withdraw funds from his gaming account and successfully completed the Identity Verification stage. However, the remaining verification requirements are still outstanding:

- Address Verification

- Deposit Method Verification

- Withdrawal Method Verification

These requirements could not be completed as the documents submitted did not meet the applicable requirements, or no supporting documentation was provided for a specific verification step. After the last Live Chat communication with the player, a verification guide was provided by the dedicated team via email to the registered address.

We understand that verification requirements can sometimes make the withdrawal process more involved than expected, and we have taken steps to make the process as clear and straightforward as possible. As part of this, the Address Verification stage has now been resolved by accepting the documentation previously provided by the player to facilitate the completion of this step. For the two remaining stages, we have also provided the player with a detailed guide outlining the applicable requirements and the documentation needed to complete each step.

As these checks relate to payment verification, the remaining requirements must be completed in accordance with the applicable verification standards. That said, we remain available to assist the player to ensure that the correct documentation is provided, as our dedicated teams will offer any necessary guidance throughout the remaining steps.

Should any further information be required, we remain available to provide it.

Best regards,

Jokery Team

Jokery Casino

Thank you very much for you response, and most importantly for the comprehensive guide on how the player can successfully complete the required verification. With your assistance, I hope the player will be able to complete this stage soon.

Lostmymind

Kindly act as guided by the casino so that you complete the verification process. Feel free to get in touch in case of any challenges. Otherwise, I would appreciate an update once you have completed the verification.

Dear Lostmymind,

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,
Munya
Casino.Guru