Joker.land Casino - Player’s account was locked after a payout request.

I won at the casino and made a request for a payout, but then they locked my account for some sort of audit. The technical support is of no use and they can't provide a reason for this. The wait time is also quite long - it's already been 5 or more days. I write to them every day but they just keep apologising and saying that I must wait!!! They can't offer any assistance. It's like they're not competent at their jobs.

Dear 777777Iwan,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Joker.land Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you made any successful withdrawals from this casino before?

Could you please advise if you passed the full KYC verification?

Have you accumulated your winnings with or without an active bonus?

Could you kindly specify what types of games you played?

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Good afternoon Veronika, yes, I made payments and without an active bonus I played

I can only name three games, I don't remember which ones they were

Scarab RiCHEs. Scarab temple. Sun of Egypt3

And yes I passed KYC

Hmmm, there are no answers here, and on the website in technical support, and more than 148 hours have passed since the account was blocked, no answer, no funds, nothing, stupid, nothing!!!! And what do you do in such situations???

Thank you very much, 777777Iwan, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you 777777Iwan for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Joker.land Casino for their help in resolving this complaint. We would like to know why was the player's account locked and what can we do to help resolve this issue.

Thank you!

That's the point of nothing, they haven't said anything for more than nine days!!!

Dear 777777Iwan, You may have noticed the timer in the top right corner, which allows each party involved seven days to reply. We are currently trying to contact the casino so I ask for your patience during this time. Sending daily messages will not expedite the process; in fact, it may have the opposite effect.

Dear 777777Iwan, I was in contact with a casino representative and was told that your account was temporarily blocked in order to check the gaming activity. Due to the holiday season, this review is taking longer than expected which they apologize for. Let us know if you have received any news from your side.

Thank you in advance!

Dear 777777Iwan,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.