The player from Germany has requested a withdrawal. Unfortunately, it has been pending due to ongoing account verification.
Jokerino Casino - Player is struggling to withdraw his winnings due to unfinished KYC process.
Black points: 462
Amount: €1,995
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.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello, good evening, I have been playing in jokerino Casino for a long time about 5-6 months because I am spammed with several emails every day. Now it was finally time that I could request a payment of 1995 €. I turned to live chat to inquire about my payout and a possible verification. I was then given a nonexistent email address by the live chat bot. And now I feel extremely cheated, because in the 5-6 months I gambled away far more than the 1995 € and yesterday I thought, oh finally, a little consolation. But it was probably nothing. You are very often cheated of your money by dubious casinos.
I really hope that someone can help me
Automatic translation:
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3 years ago
Dear Emir,
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 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.
I have checked with the live chat where to send personal documents for the verification, and this is what I found out:
"please send it to info@jokerino.com
To verify your account, please send:
1. Passport or ID card
2. Bill (gas, electricity, landline phone)
3. Proof of the payment method (credit card picture, bank card, wallet screenshot, bank statement)"
Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
Dear Pentronela,
I have sent the data several times to the stored email address but the data did not arrive at the stored email because they were unfortunately too big (more than 5mb). Now I have packed the data in several emails and sent it off. I am now waiting for the verification and then I write in the forum whether it worked or not.
many thanks for your help
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3 years ago
Thank you very much, Emir, for your reply. I will be waiting for a further update patiently.
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3 years ago
Translation
Hello dear petronela team, it has now been almost 10 days. Since then I have verified myself several times, via email and also uploaded my documents to jokerino.com, but the casino has not yet made a withdrawal.
I got an email last week saying "withdrawal accepted" but nothing has arrived on my account yet, although the money at jokerino is no longer visible when I go to withdrawals. I'm slowly worrying about whether they are at all still pay out despite playing fairly under unfair playing conditions.
Whenever I go into the chat, the technical guy is there and says he is not responsible for any processing.
i
Edited
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3 years ago
Thank you very much, Emir, for the update. Do I understand correctly that your winnings have left casino account but didn't reach you yet? Could you please advise which payment method you have opted for?
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3 years ago
Translation
Hello good morning, yes partly and 900 € have already been debited but not yet received on my account. And another 1000 € are still on hold. I asked for a normal bank transfer, which I also used to deposit as normal.
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3 years ago
Thank you very much, Emir, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello Emir.
In this situation, I would like to invite the casino representative into the case. Please explain to us why this withdrawal takes so much time?
Emir, could you please confirm that you received the €900?
