Joker's Ace Casino - Player’s withdrawal is delayed and unresponsive.

I made a withdrawal of 1700 euros on June 30. Kyc approved.

The casino's stated 7-21 day processing time has expired and the withdrawal status has not changed. The chat assures players that the casino is "designed to be a safe, honest platform". I get no answer to the question in the chat when my withdrawal will be paid. The casino does not respond to emails. 1700e collected deposit + bonus which was rolled over according to the terms. The delay in the payment of my withdrawal, the casino's failure to respond to emails gives reason to suspect that this is fraud. The chat customer service also does not inspire confidence....or could it be that it is a very friendly bot called "Sonya" operating on artificial intelligence...🤔.

I would like to politely ask a casino guru for help with my issue, thank you.

Hello,

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 better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please share a screenshot of the verification status of your account and a screenshot of your withdrawal request with the status visible? Send the information to my email at [email protected]
• When was the last time you were in contact with the casino's live chat?

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

Best regards,

Tomas

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Thank you for your patience, and stay safe.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jana ([email protected]), 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.

Dear Koppari,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Joker's Ace Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

I would suggest extending the casino's response time.

J jokersace chat shares an email address that is not in use.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Koppari,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jana