The player from Germany has requested withdrawal a week ago. It has been pending since. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Jokerino Casino - Player’s withdrawal has been delayed.
Black points: 36
Amount: €200
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
Unresolved
Our verdict
No reaction policy
UNRESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
My payout was still not confirmed after more than 1 week, although my account has already been verified. Even after contacting the live chat, I always get the answer: "I'm not responsible for that, please contact info@jokerino.com". Of course I have tried this several times and there too, after over a week I have not yet received an answer.
Automatic translation:
Public
Public
3 years ago
Dear Fabian,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if you’ve accumulated your winnings with or without an active bonus?
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, especially if it’s your first withdrawal 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
Public
Public
3 years ago
Translation
Hello, thank you for your quick reply. I received the money with an active bonus. I adhered to all bonus conditions and the payout was now in issue for almost 2 weeks, although I had been verified for more than 10 days. The payout is no longer there and my money is somehow gone. I don't know whether this payment will arrive in the next few days or whether the money has simply disappeared, because unfortunately I cannot find any transaction history on this page.
Kind regards,
Fabian H ******.
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 years ago
Thank you, Fabian, for the update. Could you please advise which payment method you have opted for?
Public
Public
3 years ago
Translation
Thank you for your quick replies!
Since I can't see any transaction history, I don't know exactly anymore. But it would have to be either "Sofort Überweisung" or "Giropay", since I definitely paid by bank transfer.
Automatic translation:
Public
Public
3 years ago
Have there been any developments since our last conversation? Have you received any winnings or the payment is still missing?
Public
Public
3 years ago
Translation
Good day,
I received an email on Thursday last week that said: "Your payment was successful and should be in your account within 2-3 working days". The payment hasn't arrived yet, so I'm still waiting for the said payout.
Automatic translation:
Public
Public
3 years ago
I fully understand your frustration, Fabian. I will set the timer for additional 5 days and if there’s no development by Monday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
Public
Public
3 years ago
Translation
Hello!
Unfortunately, the money has still not arrived.
Warm greetings
Automatic translation:
Public
Public
3 years ago
Thank you very much, Fabian, for your reply. I will now transfer your complaint to my colleague Peter 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
Hi Fabian,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I have to warn you though, the casino usually doesn't reply to complaints published on our website. I would like to invite Jokerino Casino to the conversation to participate in the resolution of this complaint.
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, the complaint will become ‘unresolved’ which may negatively affect its rating.
Public
Public
3 years ago
Hi Fabian,
I tried to get in touch with the casino repeatedly but had no success. Since the casino has no valid license and doesn't refer to any ADR service, there is no authority to turn to. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this one. I wish I could be of more help.
Best regards,
Peter
