Jokery Casino - Player's withdrawal is delayed due to verification issues.

I made 2 deposits of 12 usdt on my jokery account and olayed a few rounds of rollete and made 50 euros. Then when i tried to withdrawl, they said i had to do a bet with the minimum amount of my first deposit and the odds had to be greater than 1.5

I betted in a football match, doubled down on a team winning and ended up hitting the bet and made 100 euros. Now everytime i try to withdrawl, it says my account has to be verified and after submitting bank statements with my name and address for proof, they kept changing the requirements made and the support kept playing dumb and saying they can’t do anything until i send these photos of me in front of my street sign with a paper saying "Hey jokery" with my email and citizenship card, despite alteady have submitted previous photos that they said would be enough for their "verification department" to verify my account. They are just dragging my verification process until i either give up on the money or end up betting it. Please help me see this money, it’ll make a really big difference for me

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.

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

I have submitted a bank statement with my address and my name, and submitted a photo of me showing my elbow and my citizenship card over a paper saying "Hello Jokery" with the date and the email i used in my account bellow. After making sure every document was in order and readable, they kept saying they needed me to take a picture next to the placard that says my streets name, which is absurd to me despite giving them proof of my official address with the bank statement. Then they kept adding steps to the verificarion process, such as i needed to make a 20x bet of my first deposit in roulette ou a 1x bet on a sports bet (which i didnt know i had to do until i tried to withdrawl 50 euro)

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear sobreiraa,

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,

Veronika