The player from Germany is complaining about the lengthy verification process. Unfortunately, KYC has never been completed and all the funds replayed and lost. We’ve rejected this complaint as unjustified.
Jokerino Casino - Player has been struggling to withdraw her winnings due to ongoing verification.
Amount: €2,500
Jokerino Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Jokerino Casino does not pay out. Tried several times, no luck. Then the success, bonus money successfully converted into real money, 2,500 euros profit. Payment requested. Documents sent the next day, they wanted 3, I sent 7 if something was missing. Email did not arrive. Delivery something else came back, the email could not be delivered. Sent again. Email did not arrive. Chat started. Unfriendly lady said only 3 documents, the mail was too big, ok, 3 documents were sent. Email arrived. Zero response. No confirmation of receipt or processing number, nothing. Asked by e-mail when I can count on the money. NULL answer. In the chat, the unfriendly lady said it would take 3-4 working days. Ok, asked again on day 5, email unanswered, so chat again.
The lady is not responsible for the office, whether she can forward something. After a short back and forth, she gossiped what was in my e-mails. Funny, thought she has nothing to do with the office? Bottom line: I had already announced that I would make it public, still no response. Booked back money bit by bit and lost it, logically ... they would have kept it anyway. The office would have been a lot of work, I had an argument after 11 days, the lady was really insulting, too stupid and had my account there deleted. I can only advise everyone, FINGER AWAY !!! Congratulations to those who still get their money. I don't want to exchange ideas here, I just want to warn. Good luck.
Automatic translation:
Public
Public
3 years ago
Dear Nicky,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.
Unfortunately, since you have played and lost your funds, there is nothing we could do for you. For the future references, I would strongly recommend to fully cooperate with casino and provide all the required documents in best possible quality, correct format and as soon as possible.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.
Best regards,
Petronela
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