The player from Switzerland is facing issues with withdrawing CHF 459 after canceling a non-sticky bonus at Jokery casino, which he claims violated no terms. Despite successfully completing the KYC process, the casino alleges he breached bonus terms and has canceled his withdrawal, leaving only his initial deposit in his account.
Jokery Casino - Player's withdrawal is delayed due to bonus term dispute.
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6d 21h 57m 10s
Jokery Casino
Safety Index 8.1 HighCase summary
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3 days ago
Translation
Hello, I made my first deposit at Jokery using the 200% non-sticky bonus with no maximum cashout. The terms and conditions clearly stated that it was a non-sticky bonus, explaining that real money would be deducted first, followed by the bonus money. When I deposited, the bonus was activated immediately, so I had no option to activate it after using up my real money balance. I won with my real money and never accessed the bonus funds. After winning CHF 459, I canceled the bonus and withdrew the CHF 459 after successfully completing the tedious KYC process. Now the casino has emailed me claiming I violated the bonus terms because I canceled the bonus and then withdrew without fulfilling the wagering requirements. They have canceled my withdrawal, and only my initial deposit of CHF 55 remains in my account. The bonus was advertised as a non-sticky bonus. I've always done it this way at countless casinos when I've won with real money, and there have never been any problems (at partner casinos and crab casinos from the same brand as Jokery). Screenshots are attached. Thank you for your help. I have more screenshots I could upload, but I've reached the maximum number.
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2 hours 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 hours ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Jokery Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your player's account accessible to you?
- Is there any evidence that you achieved the winnings without the help of bonus money? Was the wagering progress of the bonus 0%
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
