Jokerino Casino - Pelaajan vetäytyminen on viivästynyt.

Hello,

I have the problem that I am not getting my money from the casino.

On August 13th, 2021 the money was debited from my account (casino) but it is not on my account yet.

Hallo,

ich habe das Problem das ich mein Geld von dem Casino nicht bekomme.

am 13.08.2021 wurde das Geld von meinem Konto (Casino) abgebucht es ist aber noch nicht auf meinem Konto drauf.

Dear DIDI02,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Kristina

Hello Kristina,

Thank you for your reply.

Then I'll wait the days.

14 working days or generally 14 days?

Kind regards

Rene

Hallo Kristina,

vielen Dank für Ihre Antwort.

Dann warte ich noch die Tage ab.

14 Werktage oder allgemein 14 Tage ?

Mit freundlichen Grüßen

Rene

We usually give the casino 14 calendar days. Don't worry, we will get back to you when the time runs out.

Understood.

Then I'll wait the days.

Alles Klar.

Dann warte ich noch die Tage ab.

Hi there,

wanted to contact me again, I have not yet received any money from the casino

Rene

Hallo,

wollte mich nochmal melden, ich habe noch kein Geld vom Casino bekommen

Rene

Thank you very much DIDI02 for the update. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Rene,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I have to warn you though, the casino usually doesn't reply to our complaints. I would like to invite Jokerino Casino to the conversation to participate in the resolution of this complaint.

Hi Peter,

I don't think the casino will get in touch, but let's wait and see.

PS: Yesterday the casino definitely meant that money is being paid out. the only question is when.

Hallo Peter,

ich glaube zwar nicht das sich das Casino melden wird, aber warten wir es mal ab.

PS: Das Casino meinte gestern auf jeden fall das, dass Geld ausgezahlt wird. die Frage ist nur wann.

Hi Rene,

Thanks for the update, hope you will get paid soon.

Hi Peter,

so far I haven't received anything.

Hallo Peter,

bis jetzt hab ich noch nichts bekommen.

We would like to ask Jokerino Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Peter,

have you ever got a response from the casino?

Hallo Peter,

haben Sie jemals eine Antwort vom Casino bekommen ?

Hi Rene,

I tried to get in touch with the casino repeatedly but had no success. Since the casino has no valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this one. I wish I could be of more help.

Best regards,

Peter