Joker.land Casino - Player's account has been blocked.

My account was blocked after I put money on the withdrawal. Wrote in those support asked to send a passport created. They answered that you need to provide a photo of a bank card, sent it. Then they said that they would take me out if I send a photo with a passport and a sheet for the joker, with the date. Sent an account unblocked, but then blocked again. I write to those support, they say your account is under additional verification, well, then it’s always the same thing for a long time

Dear Jokerland,

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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise when exactly you sent the last document? Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

On January 25, I sent the documents, and they unblocked my account, but within a few minutes they blocked me again, when I provided an extract from the bank about the reissue of the card with which I made the first deposit, in the rules of the casino you can change the card with which you made deposits if you contact those support.

Thank you very much for your reply, Jokerland. Do I understand correctly that 19,000 ₴ (dispute value) is being held in your account?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent messages to your email

It seems that you submitted this complaint about an incorrect casino. Just to make sure, could you please post here a website link to the casino you are experiencing issues with?

https://joker.land/ru/

Thank you very much, Jokerland, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi Jokerland,

I've just reviewed your case and am sorry to hear about your struggles with the block of your account. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Joker.land Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Could you please tell us why verification checks have been taking more than 2 months?

I'm looking forward to hearing from you.

Kind regards,

Natalia

Hi Jokerland,

We've been discussing your case with a casino representative and found out that you registered at Joker.land when you were younger than 18. Could you please provide us with any document where we can see your date of birth and the screenshot with the email confirming your registration at Joker.land, where the date of registration is clearly visible? You can attach the photos/screenshots here and I'll set your post as "private" so only the involved parties will be able to see it or alternatively send them to my email at natalia.b@casino.guru.

I'm looking forward to hearing from you.

Regards,

Natalia

Hello, I can’t provide a letter with the registration date, since it was deleted on the first day, yes, I registered when I was under 18, but in those support they answered me that I can unlock my account when I turn 18, I turned 18 and I provided all the information. But then everything went according to my request. I sent them a photo with a passport and a sheet with the text "for the joker, date" they unblocked the account, but after I wanted to withdraw the funds they blocked again and wrote that you can withdraw when you turn 21, but the rules indicate that from 18. After that they They wrote that there will be a check for activity, which has been going on for 2 months already, and they do not answer me and do not give any approximate dates when it will end.

Hi Jokerland,

Unfortunately, we cannot help you in this situation since you breached the terms at the very beginning while registering as a minor, which is forbidden at all online casinos. As the casino told us, they have returned the last deposit to you and will enable you to come back and withdraw your balance when you're 21 y.o. - thus allowed to play in accordance with the law of your country. Though we think that if the terms state that players who are older than 18 are accepted to register and play, then there cannot be any changes in the age of acceptance, otherwise such exceptions for certain countries must be mentioned in the terms. However, you were not even 18 years old, which is obviously a fraud from the point of view of online gambling.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia