HomeComplaintsJokerino Casino - Player has been accused of opening multiple accounts.

Jokerino Casino - Player has been accused of opening multiple accounts.

Black points: 114

Amount: €1,000

Jokerino Casino
Safety Index:Very low
Submitted: 29 Jan 2021 | Unresolved : 09 Mar 2024
Unresolved Our verdict

No reaction policy, passive regulator

UNRESOLVED

Case summary

8 months ago

The player from Germany has been accused of opening multiple accounts. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.

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3 years ago
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Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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3 years ago

Dear Gjemajl, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs (https://jokerino.com/en/terms/) and I found this:

"1.    Your Account must be registered in Your own, correct, name and personal details and it shall only be issued once for You and not duplicated through any other person, family, household, address (postal or IP), email address, or any environment where computers are shared (e.g. schools, workplaces, public libraries etc), computer (or other access device), and/or account in respect of the Services. Any other accounts which You open with us, or which are beneficially owned by You in relation to the Services shall be "Duplicate Accounts". We may close any Duplicate Account (but shall not be obliged to do so). If we close a Duplicate Account:

all bonuses, free bets and winnings accrued from such bonuses and free bets obtained using that Duplicate Account will be void and forfeited by You;

we may, at our entire discretion, void all winnings and refund all deposits (less amounts in respect of void winnings) made in respect of that Duplicate Account and, to the extent not recovered by us from the relevant Duplicate Account, any amounts to be refunded to us by You in respect of a Duplicate Account may be recovered by us directly from any other of Your Accounts (including any other Duplicate Account); or

we may, at our entire discretion, allow usage of the Duplicate Account to be deemed valid in which case all losses and stakes placed by or for You through the Duplicate Account shall be retained by us."

Is there any chance that you accidentally created more than one account? If not, is there any chance, that someone from your household has created an account at this casino too? Did the casino return your deposit back?

Looking forward to hearing from you.

Best regards, 

Kristina

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3 years ago
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I haven't added another account that is. I am sure Kristina so I was offered my deposit refund of 10 but I did not want this because I want my 1000 euros. Not only I am affected by this problem as I looked on the Internet a7f the page on the evaluation had several the problem as I just couldn't find the payout and reasons for it so I'm not the only one and it would be like that. Since I had more accounts, I would notify you after a 1 month waiting period of requesting my payment so Kristina would be very nice if you could help me. Kind regards Gjemajl t ***

Edited by a Casino Guru admin
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3 years ago

Thank you very much Gjemajl for your reply. I will now transfer your complaint to my colleague Peter 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

Hi Gjemajl,

I looked at your case and understand the situation. I will contact the casino and see if I can help. However, I have to warn you that the casino usually doesn't reply to complaints published on our website. I would like to invite Jokerino Casino to the conversation to participate in the resolution of this complaint.

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3 years ago
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I thank you Peter Marko for the case you work on. Thank you very much, best regards Gjemajl T*****

Edited by a Casino Guru admin
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3 years ago
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I still have a question how does that decide if the casino doesn't answer. Sincerely, Gjemajl Tatari

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3 years ago

Hi Gjemajl,

To be honest, there are practically no other options. The casino doesn't have a license so if they don't reply, there is nobody to turn to. That is why I always recommend the players to play in casinos with a good rating and a valid license.

We would like to ask Jokerino 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

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3 years ago

Hi Gjemajl,

I tried to get in touch with the casino repeatedly but without success. As mentioned before, I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I wish I could be of more help.

Best regards,

Peter

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