Home Complaints Jokerino Casino - Player’s having difficulties withdrawing his winnings.

Amount: €1,000

Jokerino Casino - Player’s having difficulties withdrawing his winnings.

1.8/10 Very Bad reputation Submitted: 21 May 2020 | Unresolved : 09.06.2020
Our verdict

No reaction, passive regulator

UNRESOLVED

Case summary

16 days ago - 09 Jun 2020

The player from Poland is struggling to receive help from the casino support regarding his delayed withdrawal. We closed the complaint as ‘unresolved’ because the casino failed to reply.

Written by Peter M
Casino analyst and complaint specialist
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Hello, I would like to ask for help in withdrawing the 1000 Euro from Jokerino Casino operated by Stage5 NV


On 01-05-2020 I received an e-mail bonus offer (see screen) and made a deposit of 19 euros via Ecopayz. After completing the trading I managed to win 1000euro, then on 03-05-2020 I submitted a withdrawal request using the same method and sent documents to verification. On May 12, 2020, the money disappeared from the account as pending, and the lady on live chat informed me that the withdrawal was being processed. Since then I have not received any information about what is happening with my withdrawal, I have no response to my emails, chat cannot Help me. Please help me with my withdrawal.


Yours sincerely

Marek W.



























Automatic translation
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Dear Marek,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Could you please confirm that this was your first attempt for a withdrawal? Have you received any confirmation from the casino regarding successful KYC verification? 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,

Kristina

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Yes, this was my first withdrawal, I did not receive confirmation of verification, I was only informed on live chat that my withdrawal was being processed.

Automatic translation
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Thank you very much for your quick 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

Hi Marek,

I looked at your case and understand your situation. I will contact the casino and see what can be done.

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... I think it is faster to contact representatives of extraterrestrial civilization than a representative of Jokerino Casino ... I ask you to extend the time for a response from Jokerino Casino, I saw that in the forum a representative of Casino Casollo- (the same operator) flashed like a meteor - can and will look here.

Automatic translation
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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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Public

Hi Marek,

I tried to contact the casino repeatedly, but there was no response. I'm afraid there is not much I can do now without the cooperation from the casino. As a last resort, you could submit a complaint with the Curacao Gaming Authority ([email protected]). It's not the best license out there, but they might be able to help. 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 really wish I could be of more help.

 

Best regards,

Peter