Jokerino Casino - Player’s struggling to complete account verification.

NICHT DEAUF SPIELEN!!!!! ZAHLEN NICHT AUS !!! Wir haben vor etwa 3 Wochen auf diesem Casino gespielt und 300 Euro gewonnen. Jetzt warte ich seitdem seitdem das Geld. Im Kundenservice antwortet keiner und meine Verifizierung haben sie auch nicht bearbeitet. BETRUG!!!!!!

Dear pocha87,

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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account? Di I understand correctly that you’ve accumulated your winnings from a Free Bonus solely? I have checked the general promotional terms and conditions, and this is what I found https://jokerino.com/en/bonusterms/:

"Maximum withdrawal for no deposit bonus, cashback or free spins

The maximum withdrawal of winnings is at €100. This regulation applies to all players from Germany, Switzerland, Austria, Finland, Norway and Sweden. For other countries it is at €50.

Example: You receive a free bonus of €10. From this amount you will get winnings of €120 after fulfilling the bonus conditions (e.g. bonus must be converted x times). A maximum of €100 can be paid out as real money. The remaining funds, which exceeds the maximum withdrawal amount of €100 will be canceled in that case. Attention: After the conversion of bonus funds into real funds, the maximum withdrawal amount of the profits from this real funds is also €100. This means that all funds which have once been generated with the use of bonus funds can be paid out once to a maximum of €100."

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear pocha87,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.