HomeComplaintsJoker8 Casino - Player’s withdrawal delayed despite multiple attempts.

Joker8 Casino - Player’s withdrawal delayed despite multiple attempts.

Amount: €500

Joker8 Casino
Safety Index:High
Submitted: 09 Jul 2024 | Case closed : 08 Aug 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 months ago

The player from Finland was unable to withdraw funds despite using the same payment method as the deposit. Customer support had indicated that the finance department would handle it, but no follow-up occurred. The complaint was transferred to another team member due to the initial resolver's vacation. The casino confirmed that the withdrawal request was processed correctly on 12/07/24. The complaint was closed due to no confirmation from the player.

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3 months ago
Translation

Withdrawal not working. On 3rd July, I tried to make a withdrawal using the same payment method as my deposit. It didn't work. It won't work with any other payment method either. I didn’t accept any bonuses, so that's not the issue, but I get an error message saying I need to make a deposit before withdrawing. I contacted customer support via chat and was told that the finance department would contact me immediately and process my withdrawal manually. I still haven't received an email, and the chat customer service is useless.

Automatic translation:
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3 months ago

Dear sannaaino,

Thank you very much for submitting your complaint.

I'm sorry to hear about the difficulties you're experiencing with your withdrawal. To help us better understand your situation and assist you effectively, could you please provide us with some additional information?

  • What is the exact error message you receive when attempting to withdraw?
  • Have you made any deposits since the 3rd of July to fulfill the requirement stated in the error message?
  • Could you provide any screenshots or details of your communication with the casino's customer support, especially regarding the finance department's promised follow-up?
  • Have you received any other emails or notifications from the casino about your account status or withdrawal request?


Additionally, you can forward any relevant communication or evidence to petronela.k@casino.guru.

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,

Petronela


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3 months ago
Translation

Hi Petronela. I have emailed you all the chat conversations I captured, pictures of the error messages and a few other attachments.

Automatic translation:
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3 months ago

Hello sannaaino,

We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petronela will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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3 months ago

Thank you very much, sannaaino, 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.  


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3 months ago

Hello there,

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

I would now like to ask Joker8 Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

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3 months ago

Dear Peter,


Thank you for reaching us out.


Please be informed that the customer succeeded in making a withdrawal request correctly later and it was processed by us on 12/07/24.


Best regards,

Joker8.com team

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3 months ago

Thank you for the update Joker8 Casino representative.

Dear sannaaino, let us know if your withdrawal was successful or if you require any further assistance. Thank you in advance!

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3 months ago

Dear sannaaino,

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.

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2 months ago

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.

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