Joker8 Casino - Player’s winnings have been confiscated, account closed.

I deposited at this casino and went a little bit of money and a bond trying to withdrawal was faced with multiple issues and was lied to treated with disrespect to end late unprofessionalism I'm an honest person and I play honestly so I expect to be treated honestly and when I win money I expect to be able to withdraw it I provided all the documentation necessary and then some and was told that my account was being closed and my winnings have been void and had the customer support team refused correspond with me I originally went to ask gamblers because they were the only people I moved to help in these situations and my first attempt I had got a message back saying that I had mentioned the name of another casino in my complaint and therefore my complaint was canceled which I'm pretty certain I did not and then the second time I submitted the complaint I either didn't hear back from them or I'm completely idiot who can't seem to find my correspondence with them but regardless I have done some research and come across you guys and I'm hoping you guys can help me can provide you with all the proof of everything I'm saying I have multiple multiple screenshots and whatnot of evidence supporting my claim so if you could please get back to me your earliest convenience it would be greatly appreciated thank you very much

Dear Xanderskye88,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Joker8 Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear Xanderskye88,

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.

Thank you for your emails.

According to one of the screenshots you didn't pass the account verification.

• Could you please list which documents you submitted and in what format?
• Were any documents requested multiple times from you?

Yes I submitted a JPEG of the front and back of my i.d jpegs NB of all my banking stuff such as proof of deposit proof of card/account used to deposit and my other info on my banking showing that the account matched name and address and everything I even provided a JPEG of my birth certificate and also I believe some other government documentation and no they asked for it once after repeatedly telling me I didnt need it then a week later they said I did then I sent it and got a message saying I didn't pass verification and my funds had been confrinscated and account closed

Thank you very much, Xanderskye88, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Hello Xanderskye88,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Joker8 Casino to join the conversation and participate in the resolution of this complaint.

Dear Joker8 Casino,

Can you please provide us with an explanation for the player's failed verification?

Kind regards,

Adam

Thank you Adam I really appreciate your help I did everything 100% honest and legit so there is no reason why they should not do the same unless the are Infact a dishonest illegitimate buisness

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 Adam, 

Thank you for reaching out.

Please be informed that we sent you an email to 

adam.m@casino.guru

Looking forward to your reply.

Best regards,

Customer Support

Thank you for your email and the information provided, Joker8 Casino.

Dear Xanderskye88,

Based upon the evidence provided by yourself and by the casino, the decision has been made to reject this complaint. Due to the nature of the situation, I am unable to provide any further information to you regarding this decision, but we believe the casino has acted in accordance with its terms and conditions and can no longer be of assistance to you on this occasion.

This complaint will now be closed as mentioned.

Kind regards,

Adam