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Illegal confiscation of €1,789 in pending withdrawals after long-standing account validation - JokerSino

I. Nature of the Dispute

I am submitting this formal complaint against JokerSino (operated by Non Videri B.V.) following the illegal voiding of my pending withdrawals totaling €1,789. Following a winning session on March 15th, 2026, the casino closed my account and offered a generic "deposit refund," which I categorically reject as a bad-faith maneuver to avoid paying legitimate winnings.

II. Proof of Prior Validation

The casino’s claim of a "breach of terms" is completely contradicted by my account history. Dozens of my previous withdrawals have been successfully approved and paid out by JokerSino. By processing these past transactions and verifying my KYC documents, the casino officially confirmed that my identity, residency (France), and gameplay were in full compliance with their terms. Invoking a violation only now, specifically to cancel a winning balance, is a clear case of selective and predatory enforcement.

III. Circumstances of the Confiscation

The winnings were generated on high RTP slots (The Catfather / Break Da Bank Again).

Technical Failure: The casino provided no technical blocks or warnings to prevent wagering on these games while a bonus was active.

Retroactive T&C Edits: I have saved the HTML pages of my transaction and bonus history. These records prove that the restrictions used to justify the confiscation were not active or were modified retroactively after my wins were recorded.

Systemic Bad Faith: I have received the exact same automated closure email from four other sister-sites (Slottio, Aphrodite, MadCasino, Kingdom), all operated by Non Videri B.V., proving a coordinated effort to defraud successful players.

IV. Evidence Provided

I am attaching the following documents to this complaint:

Screenshots of the €1,789 in pending withdrawals.

Screenshots of previously "Approved" withdrawal receipts to prove my long-standing compliance.

The automated email confirming the account closure and the incorrect refund offer.

Archived HTML source files of my history on JokerSino.

Conclusion:

JokerSino cannot legally void a contract they have validated several times through prior payments. I request the full payment of my €1,789 and complaints against the Non Videri B.V. group.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about your experience at Jokersino Casino. We believe that restricted games for bonus play should be blocked and that this rule should be implemented at the software level—meaning the casino's software or website should prevent players from placing bets on games that are not permitted during bonus wagering. That would be the ideal solution. Alternatively, at the very least, players should be notified when they access a restricted game that it cannot be played while their bonus is active.

• Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino?
• Do you have access to your gameplay history in your account? If yes, could you please share it with us?
• If there is any other relevant communication between you and the casino, please forward it to attila.g@casino.guru. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Attila

Dear Attila,

Thank you for your response and for your fair stance on technical blocking. Here are the answers to your questions:

1. Software Warnings:

I can formally confirm that I received no warning, no pop-up, and no notification from the software when accessing The Catfather or any other game. The casino's system allowed me to launch the game, place bets, and settle wins without any restriction. It was only after I requested a withdrawal of my winnings that these "rules" were suddenly invoked.

2. First Bonus:

No, this isn't the first bonus I've played. It's a weekly bonus that I've claimed several times, and in previous sessions, there were no issues regarding game restrictions.

3. Gameplay History:

Unfortunately, the casino has permanently closed my account, so I no longer have access to the "Gameplay History" tab. However, I anticipated this and saved the HTML (If the HTML files do not render correctly in your browser, please open them with a text editor to see the raw data, which confirms my bets and winning amounts),source and screenshots of my history before the closure. I have already attached these to the complaint, and I will also forward the full files to your email at attila.g@casino.guru as requested.

4. Additional Communication:

I am also forwarding to your email the contradictory messages I received from the management of the Non Videri B.V. group. Specifically, an email from their sister-site (Slottio) where they admitted to "confusion" regarding the dates of their T&C updates. This proves that the rules were modified retroactively to justify the confiscation of my €1,789.

I have also opened complaints for Slottio, MadCasino, Aphrodite, and Kingdom Casino, as they all sent me the exact same automated rejection email from the same operator.

Best regards, [Redacted]

Dear Player,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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, Michal (michal.k@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,

Attila

Dear Angela Valdes,

Its Michal again. I have taken over the management of this complaint as well. I have thoroughly reviewed your case and will be reaching out to the casino to gather more information and explore ways in which I might assist you further.

I would also like to invite Jokersino Casino to participate in this discussion.

Dear Jokersino Casino,

Could you please provide a clear outline of the events that transpired, the specific rules that were applied in this situation, and an explanation for their application?

The player has indicated that certain rules were enforced retroactively regarding their gameplay or winnings, which we must acknowledge as a potentially unfair practice if true.

If there are any additional factors affecting this matter that cannot be disclosed publicly, I kindly ask that you share these with me directly at michal.k@casino.guru for an independent review.

Thank you in advance.

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Angela Valdes,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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.

This being said, although the owner of the casino seems to be Non Videri B.V. Jokersino Casino—and, in all likelihood, the other casinos referenced in your complaints—is operated by Rabocse SRL. While this information does not materially affect the assessment or outcome of this complaint, as I have received no response from the casino at all. That said, the operator appears to hold a valid gaming license, which means they should operate within the criteria of the license.

should you want to pursue your complaint further, contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website.

This was the standard approach until not long ago. However, their complaint-handling process has since been updated, as outlined in their Third-Party Complaint Policy | Anjouan Gaming

According to their policy, the Authority does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player-operator disputes. However, if a complaint is not resolved by the casino team within 30 days, it may be escalated to an independent Alternative Dispute Resolution (ADR) provider. Participation in ADR is mandatory for all licensed operators, and the operator is required to cover the associated costs (if applicable).

As Jokersino Casino has not appropriately engaged in our own dispute resolution process as an ADR mediator, this may constitute a potential breach of licensing conditions. For this reason, it may be appropriate to inform the licensing authority of the situation. You can contact them here: Contact | Anjouan Gaming

They may be able to review the matter further and take any necessary action which could help to potentially resolve your issue.

Please let me know how they respond at michal.k@casino.guru if you decide to pursue this option.

Regrettably, this is where any potential assistance from our end concerning your case concludes.

While we are unable to assist further with this specific case, please do not hesitate to contact us regarding any other casino-related issues in the future, and we will try our best to help where possible.

Kind regards,

Michal

Casino Guru