HomeComplaintsJokerino Casino - Player’s withdrawal has been delayed.

Jokerino Casino - Player’s withdrawal has been delayed.

Amount: €2,000

Jokerino Casino
Safety Index:Very low
Submitted: 24 Aug 2021 | Resolved : 17 Sep 2021
Resolved Our verdict

Case closed

RESOLVED

Case summary

2 years ago

The player from Germany has requested withdrawal two weeks ago. It has been processed but never reached the player. The winnings were payed out to the player, even though he received some unpleasant messages from the casino.

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2 years ago
Translation

Good day,


I've been waiting for the payment for almost 2 weeks.

There is no response to e-mails to info@jokerino.com, only about 5 days ago I received an e-mail that the payment was accepted and that I will have the money in my account in 2-3 working days.

As a result, the 2000 euros as a desired withdrawal from Jokerino were deleted.

That was last week 08/16/2021.

I won the money fairly in compliance with their terms and conditions and the deposit was without a bonus.

I have now written to Jokerino 2 times that I did not get the money, of course again no reaction.

This was the email I received from Jokerino.


Dear User, we are happy to confirm that your withdrawal was accepted.

Depending on the Withdrawal Method it might take up to 2-3 business days until you receive it.


So after 5 days there was still no money.


Kind regards

Dirk T *******

Edited by a Casino Guru admin
Automatic translation:
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2 years ago

Dear dirk121971,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal has been processed but never reached you? Which payment method you have opted for? Have you received a transaction tracking number from the casino? I understood from your previous complaint https://casino.guru/jokerino-casino-player-is-not-satisfied-with-casino that you have received a payment from this casino previously, is that correct?

However, 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

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2 years ago
Translation

Hi there,

yes it is correct that i had complained before. because of a payout and received it after a lot of theater with Jokerino and e-mails and then I got something again, without having to submit a complaint to you here, which is why I thought ok, now you probably accept the payouts.

It was also the case that with previous payouts the message always came that the payout was accepted and that it was then posted to my current account at Sparkasse Rhein-Neckar-Nord within 4 days, but I always asked for the money several times had to.

This time they no longer respond to e-mails and it has been more than 6 days since Jokerino allegedly transferred the money.

I know that even worldwide transfers from one bank to another are usually done in a maximum of 3 days and, if you want, even in minutes.


As for the transaction number, Jokerino has never sent something like that, which is actually common at other casinos.

Oh yes, with the chat there you don't even need to speak, it will tell you immediately that it is not responsible for it.


Kind regards

Dirk T *******


Kind regards

Dirk T *******

Edited by a Casino Guru admin
Automatic translation:
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2 years ago

Thank you very much, dirk121971, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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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2 years ago

Hello Dirk!


I will take care of your complaint from now on. I would like to invite representatives from Jokerino Casino into this complaint in order to help us with the issue.

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2 years ago
Translation

Do you really think you're answering?

I've already sent a lot of e-mails, but there is no response.

Even threatened with reporting fraud and reporting to casino regulators and also told them that I would contact portals like yours on the Internet.

If I don't get the money, I'll see if Jokerino can be put on an international blacklist, if there are such lists that will cost Jokerino a lot of players.

It's criminal that Jokerino doesn't reply to a single email.

I also don't understand why you say withdrawal approved and then nothing comes.

Even when I was asked to send me a transaction number for the payment to my account, to see whether you transferred it correctly, it did not take place, which proves that the transfer never took place.

If necessary, I can also show bank statements that have not received any money since I was supposed to have received the payout.

Automatic translation:
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2 years ago

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, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

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2 years ago
Translation

Hi there,

I told you, there is no answer and thank you for wanting to try it, even if it is useless.

By the way, Jokerino doesn't seem to care about negative reviews.


Automatic translation:
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2 years ago
Translation

Jokerino (jokerino.de) is operated by Stage5 NV with the registered address E-Commerce Park Vredenberg, Curacao under License No. 8048 / JAZ2018-058. S5 Entertainment Limited (reg.no.HE391419) of Chytron 3, Flat 301, 1075 Nicosia, Cyprus

According to the Internet, this would be the responsible licensing authority where Jokerino is registered, if that might help to clarify the case.

I tried to get my money several times via info@jokerino.com, but no transfer and no answer


Kind regards

Dirk T *******

Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Translation

Oh yes, I wouldn't be surprised if the license is even fake

Automatic translation:
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2 years ago
Translation

Hi there,


I finally received the money today, but unfortunately again with dozens of threats in e-mails and a complaint at Jokerino's payout office as already announced at Stage5 nV in Cyprus.

The complaint can therefore be considered resolved.

Perhaps it was also the fear of being judged negatively by you.

An email has not yet come from Jokerino or Stage5 nV, where they would at least apologize for the delay.


Thanks for your help


Kind regards

Dirk T *******

Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Translation

Hi there,

there is something else.

Take a look at where I got the money from now.

Apparently they now have a different payment point than they used to.


Serv2gate Limited London 71-75 Shelton Street Covent Garden

JK-988747


Funny isn't it?

Anyway, I have my money, but for information you might find it interesting


Kind regards

Dirk T *******


Edited by a Casino Guru admin
Automatic translation:
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2 years ago

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

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