Joker8 Casino - Player's account verification is delayed.

Hi I sign up for this casino april 15 2024 and manage to win a substantial amount of 45000$ cad.plus pending withrawal of 2250$ cad.im on the final stage of account verification.for my withdrawal to be processed.i was ask to provide a copy of my bank statement period march 15 to april 15 2024.as proof of deposit and so I did.I uploaded a copy of my bank statement period march 1 to april 18 2024 on there verification section.and for some reason they wont verify it..I guess its there strategy not to pay there players. I hope you can help.me with this one..

THANK YOU.

Dear samuelobando43,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Everything is already verified as you can see on the screenshot..except for the proof of deposit. I was ask to provide a copy period march 15 to april 15 2024..which I already provided I uploaded a copy of my bank statement showing all the transactions period march 1 to april 18 2024 including the deposit I made from the casino..and they keep on asking for other documents.

Thank you very much, samuelobando43, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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, samuelobando43!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

They already aprove the proof of card that I use to fund my account and for some reason why they giving me hardtime verifying the prop of deposit. It doesn't make sense.

My withdrawals is been hold for two weeks now and counting.im starting to lose hope to get my withdrawals.how this casino have high safety index..

Dear Pavel,

Thank you for reaching out.

We would like to inform you that the we requested transaction history for 15.03.2024-15.04.2024 with deposit to our website visible, but the customer has been unable to provide the document for the full period.

Best regards,

Joker8.com

Thanks Joker8.com!

samuelobando43, is there any reason behind not providing proof of deposit?

I did upload A copy of my bank statement from MARCH 1 to APRIL 18 2024 the statement has à stamp from the bank to prove it's authenticity ..and for some reason I open my account on april 15 2024 and made my only one deposit from this date.why do you need transaction from march??I open my account on april 15! anyway.i just uploaded a photo of my bank statement from april 1 to april 30..and also I email a PDF copy from march 1 to april 30 2024. as I could not upload it on the casino website.well I hope this is enough documents.

Pls check the email that sent(joker8 casino).. I sent a PDF copy of bank statement.all the the transaction from march 1 to april 30 2024 is in there.including the one deposit that I made from this casino on (april 15)..I'm constantly reaching out on this casino via email support.but they dont respond.the transaction is posted on this name. On the (screenshot)

They should not tell me that im not able to provide the necessary documents because i did upload a photo..this casino only ask me to provide a documents from 15.03.2024 to 15.04.2024 and I provided them a copy from 01.03.2024 to 18.03.2024

Including the deposit that i made..i uploaded Morethan what they asking and they still rejected it.thats the transaction incase they dont see

Joker8.com, do I understand correctly that you have rejected documents that the customer provided up to this moment? Can you tell me the reason behind it? If there is any information you would like to keep confidential, you can reach out to me through my e-mail: pavel.k@casino.guru.

Yesterday I uploaded a bank statement from april 1 up to april 30 2024 showing all the transactions on my account.. and also i send them a PDF copy via email from march 1 up to april 30 2024 as I could not upload six pages in my gaming account..if they still reject it i dont know else what to provide.

Ive been very cooperative with this casino.i submited all the documents. Photo and PDF copy of the said transaction with the date that they are asking and they constantly rejecting it.with no clear explanation why they rejected all those documents?they dont respond on my emails and chat cannot do anything about the issue..what else I should do..?I trusted this casino because of there high safety index and this is what I'm experiencing with them.

Yesterday I manage to upload a PDF copy of my bank statement on my account showing all transactions from MARCH 1 up to APRIL 30 2024. I uploaded the documents as they ask.and they rejected it again!with no explanation.the transaction is under this name.would you able to show it to them.?this casino giving me a lot of hardtime.why cant they see the transaction?are they reviewing the documents that im sending properly??i can submit the documents here If you guys want.

It's getting clear to me that this casino is doing everything not to pay there player.they dont wanna settle this issue.

im tired of this..I just wanna ask Casino guru if ur able to help me sue this casino.which agency I can sue them?

samuelobando43, we usually give casinos maximum of two weeks to reply. Only after we try reaching them using all available means, we close the complaint as unresolved. Also, if the casino has a license, we recommend players to lodge a complaint with the regulator. This could be a case (casino has a Curacao license), but, given that they are already using new Curacao regulator, which does not have complaint resolution process set up yet, lodging a complaint will not be possible.

But, give that the casino has already replied once, I expect that they continue responding.

Well let see and wait.ive done my part..I believe I submited all the documents that they ask me..they should do their part and review it properly not just reject it with no clear explanation..I can submit all that documents here if you require me to..

You can send these documents to my e-mail: pavel.k@casino.guru. It will help if the casino will not be satisfied with them.