The player from Germany cannot withdraw winnings. The complaint was closed as unresolved as the casino did not respond to us.
Jokerino Casino - Player cannot withdraw his winnings.
Black points: 553
Amount: €1,000
Jokerino Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.2
Jokerino Casino has a Safety Index of 2.2, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
Unfortunately, they have not yet paid me my winnings. That is a bottomless cheek, I deposited 400 euros and won 1000. Then some of them also block the live chat and you don't even get an answer to the famous email address I've already written down 10 times, so if something isn't slowly doing, I publish the casino and also those who still advertise for such fraudsters. That sucks, you don't always play because you're addicted, there are other problems too. Either the shit will be cleared up or the lawyers will wait
Automatic translation:
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3 years ago
Dear nadineanders81,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Also, could you please clarify if you have a pending withdrawal of €1,000, or is this money just sitting in your account?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it 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,
Kristina
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3 years ago
Translation
I still have never raised money and my documents I was told guests the 8ch've uploaded are is not yet arrived but in my status it says is still processing the chats I had sent to Sie.Lg Nadine
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3 years ago
Thank you for your reply, nadineanders81. Could you please clarify when exactly you submitted documents to verify your account?
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3 years ago
Translation
I uploaded my documents a little earlier weeks ago. And when I won I saw that it was written there. Documents still being processed so I thought, maybe an error could happen and I uploaded the documents again on November 3rd, 21st. LG Nadine
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3 years ago
Thank you very much nadineanders81 for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hello nadineanders81,
I'm Nick and I'll be assisting you from now on. I would like to ask Jokerino Casino to join us and help us resolve the player's issue.
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3 years ago
Translation
How long does the casino take to answer?
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3 years ago
It is really individual. Sometimes the casinos answer in an hour sometimes then do not answer at all. Let's hope it is not the second case this time.
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3 years ago
Translation
I'm really disappointed nothing like this has ever happened to me
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3 years ago
Translation
Now they have not answered what happens next
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3 years ago
We always give time for the casino to answer. As they didn't we will give them 1 more chance to respond otherwise we will be forced to close the complaint as unresolved which may negatively affect the casino's rating.
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3 years ago
Dear nadineanders81,
I'm really sorry but as you can see by your own, the casino did not respond to us at all. Unfortunately, in cases like this, we are forced to close the complaint as unresolved, which may negatively affect the casino's rating.
Please do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help you out.
Regards,
Nick
