The player from Germany had requested a withdrawal ten days before submitting the complaint. Unfortunately, the payment had not been received. We closed the complaint as ‘unresolved’ because the casino failed to reply in the given time frame.
Jokerino Casino - Player’s withdrawal has been delayed.
Black points: 261
Amount: €1,200
Jokerino Casino
Safety Index:Very lowSafety Index
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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
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
On December 30th, 2020 I received the confirmation by email that my payment was accepted. I instructed her days before. You said 2-3 days but so far nothing has happened except that the amount has disappeared from my player account. Any attempts on my part to get in touch were completely ignored. I do not know how to continue.
I can't get any further alone.
Automatic translation:
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3 years ago
Dear Ahmed,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem delayed withdrawal. Could you please advise which payment method you have opted for?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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3 years ago
Translation
Hello, I used Giropay to deposit. Last week I finally had someone in live chat who assured me that they would pay, but so far no credit has been received. I already suspected that, so I took screenshots of the entire chat process.
Automatic translation:
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3 years ago
Thank you very much, Ahmed, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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
Dear Ahmed,
I’m really sorry to hear that your withdrawal has been delayed. I will do my best to resolve your case as soon as possible.
I would like to invite Jokerino Casino into this conversation.
Dear Jokerino Casino,
Can you please indicate the current status of Ahmed’s withdrawal request?
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3 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’.
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3 years ago
Dear Ahmed,
I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’.
I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The casino can reopen this complaint anytime.
