Joker8 Casino - Player's withdrawal is delayed.

Good evening, I made a deposit at this casino, then I made a withdrawal of 401€ via bank transfer. I requested account cancellation citing addiction reasons and was informed that my account did not exist in their records, then I spoke with customer service Jeff and was told that it did exist and the withdrawal was cancelled and had to be manually processed. In fact, I received an email stating that the withdrawal had been cancelled. After stating that the withdrawal had to be manually processed, this happened on 18/01, in the chat they say I have to send an email with the correct bank details because they were incorrect so they didn't make the transfer. I sent the document with the bank details in the chat and by email, I received an email with the ticket number and in the chat, they say it was forwarded to the financial department. I sent the receipt about 4 times and the chat always says it has been received and is being processed by the financial department. On January 31st, I received an email informing me that the withdrawal has to be made to a Skrill account, I made the deposit through mbway which allows me to make withdrawals by bank transfer. I created a Skrill account, sent the details and the response is that everything is fine and is being processed by the financial department.

Having said that, I returned to the chat today to check the status and they are asking me again for bank details for bank transfer.

I ask for help with this, as everyone says something different, each one asks for something different, I have sent everything they asked for and see no way of getting my money.

Thank you

Dear Ferrao93,

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. 

• Do I understand correctly you currently don't have access to your casino account?
• After January 31st, have you received a confirmation from the casino that your withdrawal via Skrill will be processed?
• Could you please forward your recent correspondence with the casino regarding the withdrawal to my email at tomas@casino.guru?

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

Good morning,

I sent everything I had by email.

Thanks

But yes, everything is correct, I currently do not have access to the casino account and they said they would process it via Skrill, however they then asked again for the bank details which I had already sent 4 or 5 times, to be done by bank transfer. Everyone says something in the chat, no one understands each other and what I realize is that everyone is stalling so as not to pay anything.

Good afternoon,

I sent everything by email and I still haven't received any response from the casino guru, I don't know if they received it or not, nothing.

I would like to know the situation.

Thanks

After 23 days of complaints, verifications and requests for documents sent, my payment arrived via skrill, I ask all players not to play at this casino, as only after having turned to a lawyer with a letter summoning the case against rabidi nv and against this casino, they made the payment, but without any justification.

They can consider the case as resolved.

Dear Ferrao93,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru