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I made a deposit of € 10, played the bonus over 3800 and made a withdrawal of € 400. after that the casino wrote to me I should submit documents that I have sent several times and still haven't received the money after weeks ...

I often wrote the live chat and I got the answer that the finance department would check it and then I get an email that I haven't received until today

Ich habe eine Einzahlung von 10 € getätigt habe den Bonus über 3800 abgespielt und 400 € in Auszahlung gemacht. danach schrieb mir das Casino ich solle noch Dokumente nachreichen die ich mehrmals zugesendet habe und haben nach Wochen das Geld immer noch nicht bekommen....

Ich schrieb des öfteren den Live-Chat anda habe ich geantwortet bekommen dass das die finanzabteilung prüfen tut und ich erhalte danach eine E-Mail die ich bis heute auch noch nicht bekommen habe

Dear Mona79,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the casinos takes KYC lightly, and it might take a few working days completing this thorough procedure. If all the data is accurate, there should be no reason for the casino to delay your withdrawal.

Could you please advise precisely how many days ago you have requested your withdrawal and started the verification process?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

I waited a week for the money then I waited and it was 10 days

Ich habe eine Woche auf das Geld gewartet dann habe ich gewartet und es waren 10 Tage

Thank you very much, Mona79, for your reply. It’s quite usual for a withdrawal, 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 especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. 

I fully understand your frustration. I will set the timer for additional 5 days and if there’s no development by Monday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Thank you, Mona79. I'll check back with you on Monday.

I have now received a confirmation from Jokerino Casino that the withdrawal is approved and I would attach it

Ich habe jetzt von Jokerino Casino eine Bestätigung erhalten dass die auszahlung genehmigt wäre ich würde den Anhang dazu machen

Dear User, we are happy to confirm that your withdrawal was accepted.

Depending on the Withdrawal Method it might take up to 2-3 Business days until you receive it.

Yours 

Dankeschön 

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Thank you very much, Mona79, for your update. I will be waiting for confirmation regarding a successful withdrawal patiently.

Today I checked my account again to see if the money was already in my account, but unfortunately nothing was there yet

Ich habe heute noch mal auf meinem Konto nachgesehen ob das Geld schon auf meinem Konto ist aber leider noch nichts da

So we're still waiting 🙂 Depending on the payment method, it might take a few working days to reach your account.

Ok

Hello everyone just wanted to get in touch with me again, I haven't received anything yet

Hallihallo wollte mich nur kurz mal wieder melden ich habe bis jetzt noch nichts erhalten

Thank you very much, Mona79, for getting back to us. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Mona79,

I looked at your complaint and will do my best to help you. I would like to invite Jokerino Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Hello just wanted to report the money has arrived

Hallo wollte mich nur melden das Geld ist angekommen

Dear Mona79,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru