The player from Germany is having difficulties withdrawing winnings due to incomplete verification. She closed her account so we are rejecting this case.
Jokerino Casino - Player’s struggling to complete KYC verification.
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
Case closed
Our verdict
Other
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
I don't get a message about the account certification even though I have sent all the documents.
And I don't get an answer to my withdrawal request either
Automatic translation:
Public
Public
3 years ago
Dear Franzi3001,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.
Which documents you have already provided and when exactly?
Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
3 years ago
Thank you very much Franzi3001 for your reply. I updated the disputed amount to €1,000. I will now transfer your complaint to my colleague Viliam 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.
Public
Public
3 years ago
Translation
You can leave the 2000 € that I had sent to you by email yesterday.
Thanks for your help
Did I do something wrong or why are they giving me up?
Automatic translation:
Public
Public
3 years ago
Hello Franzi3001,
I looked at your complaint and will do my best to help you. I would like to invite Jokerino Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
Public
Public
3 years ago
Translation
Thanks for your help, it's about 2000 € unfortunately I don't get any response from the casino via email.
I have one more question, how much does it cost for you to help me?
Automatic translation:
Public
Public
3 years ago
Translation
I guess I can write off the 900 €.
I gambled away the rest because I think I won't even get the 900 €.
This casino is locked
Automatic translation:
Public
Public
3 years ago
We would like to ask the 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, we will close the complaint as ‘unresolved’.
Public
Public
3 years ago
Dear Franzi3001,
Unfortunately, after gathering all the necessary information we are rejecting this complaint. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
