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Casino rejected my withdrawal and closed account without right to reopen it. I just started playing with casino in November. Made 2 deposits and used welcome bonus. First bonus was busted. The second deposit I made on 23.11.2024 and got winning of C$1700. I was asked to verify account. After submitting all requested documents casino fully verified my account and on the next day they decided to close my account. Here is the email that they sent:

~Hello Juan Jose, 

I hope this email finds you well.

After careful review, we regret to inform you that, due to a breach of our Terms & Conditions, management has made the difficult decision to permanently suspend your account with us. 

As part of the registration process, our Terms & Conditions are agreed upon, and we trust you are familiar with the guidelines in place. Please understand that this decision was made after a thorough investigation and is final.

 Additionally, we have taken steps to blacklist your details to prevent any further issues. 

We truly appreciate your understanding in this matter, and we wish you all the best moving forward. 

Kind regards,

Jack~

Dear jjorusovich,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Has the casino specified the reason for closing the account?

Did you use a VPN?

Could you please confirm that you have passed the KYC verification?

Could you please share your communication with the casino regarding the account closure? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Thank you for reply.

No, casino didnt state the exact reason of account closure.

I dont use VPN.

I provided all requested document to casino and got email that my account was fully verified.

I shared all communication with you, thanks.

Dear jjorusovich, thank you for the information provided.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Did you play casino games or bet on sports?

Dear Dominika,

I play slots and never have any other people playing from my IP, household, etc

Dear Juan Jose,

Thank you for reaching out and sharing your concerns regarding your experience with Jokersino Casino. We truly value all players' feedback and are committed to addressing all problems transparently and professionally.

We understand that you were disappointed with the closure of your account and the rejection of your withdrawal request. After a detailed review of your account activity, we identified that the game "Victorious" was used with bonus funds. Unfortunately, this particular slot is on our list of restricted games for bonus play, as outlined in our Terms & Conditions. While we regret any confusion this may have caused, this action constituted a breach of the agreed-upon bonus terms during registration.

Refund Process

As soon as your account was reviewed and closed, we initiated a full refund of your deposits as a gesture of good faith.

To ensure you receive your refund, we sent an email requesting your crypto wallet address for verification. Unfortunately, we did not receive a response to this email. We kindly ask you to check your inbox (and spam/junk folder) for our previous communication or contact us directly at support@jokersino.com with your updated crypto wallet details. This will allow us to confirm the transaction or resend the funds if necessary.

Our support team is always available to assist if you have any additional questions or need further clarification.

We appreciate your understanding and look forward to ensuring that this situation is addressed appropriately.

Kind regards,

Jokersino Casino Team

Thank you very much, jjorusovich, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello everyone,

My name is Stefan, and I will be taking care of this complaint from now on.

Thank you for your response and the information provided.

We hold the view that players should not have access to restricted games while playing with the bonus, and this restriction should be implemented at the software level. If a player is able to access these games, their play should not count towards the wagering requirements. Since this situation did not occur, we believe the player is entitled to receive the full amount of their winnings, as the error originated from your end.

I'll be awaiting your reply.

Hello Stefan,

We completely understand your perspective and appreciate the points you’ve raised. Implementing restrictions at the software level to prevent access to restricted games while playing with a bonus is something we are actively working on. Unfortunately, at this stage, we must adhere to our terms and conditions as outlined.

Regarding the player’s case, we would like to note that we have sent him an email requesting confirmation of his crypto wallet address and followed up with a reminder. However, we have not yet received a response from the player’s side. We’re ready to process the situation as soon as the player provides the requested information.

Thank you for your understanding and cooperation.

Best regards,

Jokersino Team

Dear Jokersino,

We believe that the player should receive full payment as mentioned above. Failing to do so will lead to closing the complaint as "unresolved", which might lower the rating on our website. I hope we come to a mutual agreement.

Hello jjorusovich,

Did you manage to respond to the casino's email?

I'll be awaiting your reply.

Hello,

Sorry for delay.

I missed to check spam and email from casino was there.

I sent my address to the casino.

Thank you

Dear Stefan,

We would like to clarify that all necessary actions have already been taken from our side. The player was informed a couple of days ago that the full amount has been refunded. Additionally, we provided the player with all the details regarding the transaction to ensure complete transparency.

We hope this clarification will be sufficient to resolve the complaint amicably.

Thank you for your cooperation.

Best regards,

Jokersino Team

Dear Jokersino,

Thank you very much for your cooperation.

Hello jjorusovich,

Could you confirm that the funds are in your account and ready for withdrawal?

I'll be awaiting your reply.

Hello,

I confirm that deposit amount returned to my account. I received amount to my crypto address.

Thank you.

Regards

Juan Jose

Dear jjorusovich,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Stefan, Casino.Guru