Jokery Casino - Player's withdrawal is delayed due to bonus term dispute.

Guten Tag Ich habe meine erste Einzahlung bei Jokery mit dem 200% non sticky bonus gemacht ohne max cashout. Es stand klar in den AGBS das es sich um einen non sticky bonus handelt da steht das zuerst das echtgeld abgezogen wird und danach das Bonusgeld. Als ich eingezahlt habe hatt es mir den Bonus direkt aktiviert ich hatte also keine Möglichkeit den Bonus erst zu aktivieren nachdem ich mein Echtgeld aufgebraucht hätte. Ich habe mit meinem Echtgeld gewonnen und bin nie in das Bonusgeld gekommen. Nachdem ich 459 CHF gewonnen habe, habe ich den Bonus storniert und die 459 CHF in Auszahlung gegeben nachdem ich den mühsamen KYC bestanden habe. Jetzt hat mir das Casino eine Mail geschrieben das ich angeblich gegen die Bonusbedingungen verstossen habe weil ich den Bonus storniert habe und dann ausgezahlt ohne den Wager zu erfüllen. Sie haben meine Auszahlung storniert und nurnoch meine Einzahlung von 55 CHF befinden sich auf dem Konto. Der Bonus sollte ein Non sticky bonus sein und wird auch als dieser bewirbt. Ich hab bei unzähligen casinos es immer genau so gemacht wenn ich mit meinem Echtgeld getroffen habe und nie gab es irgendwelche Probleme ( Bei Partner Casinos und Crab Casinos von der gleichen Brand wie Jokery). Screenshots finden Sie im Anhang. Vielen Dank für die Hilfe. Ich habe noch mehr Screenshots die ich hochladen könnte aber ich habe die maximale Anzahl erreicht.

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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

Guten Tag

Ich habe eine Anfrage vor paar Tagen erstellt beim Casino das Sie mir meine Spiel Historie zuschicken sollten, leider habe ich noch keine Antwort bekommen. Ich finde es etwas komisch das man die Historie nicht direkt auf der Seite findet sondern man sie zuerst anfragen muss. In meinem Screenshot sehen sie jedoch das ich den Bonus storniert habe und mit dem Echtgeld eine Auszahlungsanfrage erstellt die dann abgelehnt wurde. Ich habe noch Zugriff auf mein Konto aber es sind ledeglich nurnoch meine Einzahlung auf dem Konto von 55chf. Ich habe nur Slots gespielt wie ( Great Game Rockies, Club Tropicana happy hour, Le hooligan). Ich habe auch gesehen auf Ihrer Website das andere Spieler 1 zu 1 das gleiche Problem hatten bei Jokery wie ich und bei Ihnen wurde schlussendlich die Gewinne wiederhergestellt und ausgezahlt. Ich danke ihnen und stehen bei Fragen zur Verfügung. Im Anhang finden Sie noch weitere Screenshots. Grüsse

23.12. In the case the Player has real money and bonus money in their account, real money gets exhausted first. As soon as bonus money is lost, the bonus is also lost.

Guten Tag

Hier wäre sonst noch die Mail die ich an das Support Team geschrieben habe. Leider habe ich diesbezüglich auch keine Antwort erhalten.

Dear Support Team,

I would like to request a review of my withdrawal, as I believe there has been a misunderstanding regarding the application of the 200% non-sticky bonus.

I deposited CHF 55 and received the 200% non-sticky bonus immediately after making the deposit. The bonus was activated automatically, and I was never given the option to activate it later.

My understanding of a non-sticky bonus is that I should be able to play with my own deposited funds first. Any winnings generated while playing with my real money should remain withdrawable, regardless of whether I have completed the bonus wagering requirements, as long as I have not yet started using the bonus balance.

This understanding is also supported by your Terms and Conditions, which state that the real money balance is used before the bonus balance. Since I had not even reached the bonus funds, all of my winnings were generated exclusively from my deposited money.

I requested a withdrawal of CHF 459, but it was rejected because I had not completed the bonus wagering requirements. This does not make sense in the context of a non-sticky bonus.

Furthermore, if the bonus is activated automatically immediately after the deposit, it is impossible for the player to avoid having an active bonus while playing with their own money. If players had the option to activate the bonus later, then this rule would make sense, because they could first finish playing with their real balance before choosing to activate the bonus. However, since the bonus is activated instantly and automatically, the player has no control over this.

I have played at many other partner casinos that offer the exact same type of non-sticky bonus. In every single case, I was able to withdraw winnings made from my real money without completing the bonus wagering requirements, provided I had not yet started using the bonus funds. This is standard behavior for a non-sticky bonus and is exactly why I chose to play under this promotion.

For these reasons, I kindly ask you to review my case again and reconsider your decision. Rejecting my withdrawal under these circumstances contradicts both the expected functionality of a non-sticky bonus and the rule that real money is used before bonus funds.

I appreciate your time and look forward to your response.

Kind regards,

Dear makaknacka,

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, Martina (martina.b@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,

Tomas

Dear makaknacka,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Jokery Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case ?

Thank you in advance for providing the information.

Hello,

Thank you for your patience.

Please be informed that the case is currently under detailed review as we work to collect and verify all relevant information required to provide you with a complete response. We take matters of this nature very seriously and are handling the review with the utmost care and in line with applicable standards.

We appreciate your understanding and will share an update with you as soon as possible.

Best regards,

Jokery Team

Hello,

Thank you for the opportunity to clarify this matter.

After reviewing the customer's account activity, we can confirm that the customer successfully claimed and received the First Deposit Bonus.

Upon activation of the promotion, the customer began the wagering process, which requires both the deposited funds and the bonus funds to be wagered in accordance with the bonus terms and conditions.

However, before completing the wagering requirements, the customer chose to cancel the active bonus. A pop-up notification was displayed to inform the customer about the active bonus and provide an opportunity to confirm their decision before proceeding. As per the agreed Terms and Conditions states: "The Player can request a withdrawal of their deposit before meeting the requirements for bonus wagering. In this case, the amount of the bonus winnings are void, and the remaining funds, if any, are paid to the player."

By cancelling the active bonus before completing the wagering requirements, the customer forfeited the promotion. Consequently, all bonus funds, together with any winnings generated while the bonus was active, were voided in accordance with the Terms and Conditions in place.

We would also like to clarify that there are currently no pending withdrawals on the account, only the returned deposit.

Should be any questions, we remain open for further clarifications and information if necessary.

Kind regards,

Jokery Team

Guten Tag

Vielen Dank für die Abklärung, aber wie bereits gesagt habe ich meine Gewinne mit dem Echtgeld gewonnen und nicht mit dem Bonusgeld. Wäre es ein Sticky Bonus könnte ich garkeine Auszahlungsanfrage erstellen. Ich habe aber mit meinen 55 Chf Echtgeld gewonnen so hatte ich 459 Chf echtgeld und habe eine Auszahlungsanfrage gemacht welche Sie storniert haben und ledeglich meinen Einzahlungsbetrag ist wieder auf meinem Konto. Die Erläuterungen von Ihnen machen keinen Sinn Wenn ich das Bonusgeld nicht erreiche und den Bonus storniere ist es ja logisch das mein Bonusgeld abgezogen wird aber wieso sollten meine Gewinne mit Echtgeld abgezogen werden das macht absolut keinen Sinn. Zudem hatten mehrere Spieler das Gleiche Problem wie ich. Ein Spieler zb hier auf Casino Guru hatte das gleiche Problem mit ihrem Casino und bei Ihm haben Sie die Gewinne wiederhergestellt. Ich bitte dies nochmal abzuklären da ich klar davon ausgehe das ich recht habe. Die Screenshots sind Im Anhang von dem Spieler der 1 zu 1 das gleiche Problem wie ich hatte.

Hier sehen Sie 1 zu 1 Das gleiche Problem von einem anderen Spieler bei Ihm haben Sie schlussendlich das Geld überwiesen.

Vielen Dank

Dear Jokery Casino Team,

Could you please send me the player's complete game log for the relevant period?

The game log should help clarify what happened, including which bonuses were activated and used, as well as the player's gameplay and any other relevant details.

Please send it to my email address: martina.b@casino.guru.

Please rest assured that any supporting evidence you provide will be treated as strictly confidential and used solely for the purpose of reviewing this complaint.

Thank you very much in advance for your cooperation.