Jokerbet Casino - Player’s winnings haven’t been received yet.

I have won £190 on joker bet. I have requested to withdraw 3 times it states it will be deposited within 24 hours both time me and then states its declined the reasoning to this is they would like photo id bank statements my card information which I have paid with aswel as exact amounts of the transfers of deposit.

I have never been asked to do this before by any other site and it seems to be continued excuses I don’t feel comfortable sending pictures of my card with all my details my bank statements with my transactions and address my id which I am awaiting photo id anyways. I have each email as I have complained and I get the same response. In there terms and conditions as I’ve read on there reviews uk residents can’t with draw. I also feel if this is there rules I’d should be verified before any deposits are made.

i am absolutely furious and have never experienced anything like this. I have every email exchanged aswel as deposit history the accepted withdrawal payout then the cancellation which I am happy to provide

Dear christiekembery,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear christiekembery,

Have you received your withdrawal from the casino yet?

hi no I haven’t they are asking for valid id my bank statements pictures of my card I have never had to provide this information and do not feel comfortable with this as I said before it was approved twice from payment into my bank account after having to wait 24 hours and then they approve and then it rejects I have screenshot of everything

Hello christiekembery,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina 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 Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear christiekembery,

I apologize for my late reply. Unfortunately, the verification process varies among online casinos. Each may require various documents, with these listed here in the thread being commonly requested. I can only recommend that you fully cooperate with the casino and provide all the required documents as soon as possible, otherwise, you may not be able to request a withdrawal. Please keep me updated about any further developments.

Dear christiekembery,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.