The player from Germany has requested a withdrawal a month ago. It has been pending since. The casino failed to reply to this complaint and we were forced to close it as 'unresolved'.
Jokerino Casino - Player’s withdrawal has been delayed for a month.
Black points: 45
Amount: €100
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 policy, passive regulator
UNRESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
I won € 100 in mid-January 2021. All of my documents are there and my account is also verified. Only there is no payout. It is now 02/13/2021 and I have already sent 4 emails there, but no response.
When I write in live chat it always only says I pass it on.
My daughter feels the same way, only with her it is 250 €. But no matter what we do there is no reaction.
I think it's a cheek, there are small amounts and not tens of thousands. And we will certainly not be the only ones. I don't understand why such a casino is allowed to exist at all. Every other casino now pays out with real-time transfer. Or at most you wait 3 days. But not a month and then you still don't have it.
Automatic translation:
Public
Public
3 years ago
Dear Claudia,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise which payment method you have opted for? Is the withdrawal still pending in your account or it has been processed already?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but a month is really a long time.
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
Public
Public
3 years ago
Translation
that's exactly how it has been since Wichen, and nothing happens.
Automatic translation:
Public
Public
3 years ago
Thank you very much, Claudia, 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.
Public
Public
3 years ago
Translation
Good Morning!
I received this email from jokerino on February 15th, 2021, but nothing has happened so far. 
Automatic translation:
Public
Public
3 years ago
Hello Claudia!
From now on, I will take care of your complaint.
Since you received aforementioned message from the casino, I would like to suggest, that we wait for a few days. It is possible that you will receive your withdrawal, if not, we will contact the casino and try our best to resolve this issue.
I will extend the timer for 7 days, in this time frame you will be able to inform us in case you'd receive your funds.
Public
Public
3 years ago
Hello Claudia!
Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.
Looking forward to hearing from you.
Public
Public
3 years ago
Translation
Hello unfortunately I still haven't received my payment.
But neither is it in my casino account.
Likewise, my daughter lost the same email money from the casino account, but received nothing
Mfg Claudia Klabunde
Automatic translation:
Public
Public
3 years ago
I would like to ask Jokerino Casino to join this discussion in order to help us resolving the player's issue.
Public
Public
3 years ago
Translation
Hello wanted to contact me again
Still nothing has happened
Neither with me nor with my daughter.
Lg Claudia
Automatic translation:
Public
Public
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’, which will have negative impact on the casino's rating.
Public
Public
3 years ago
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’, which will influence the casino’s rating in a negative way.
I sincerely hope you won’t come across a problem like this again.
The casino can reopen this complaint anytime.
