Jokerino Casino - Играчът се бори да изтегли печалбите си поради незавършен KYC процес.

Hello, good evening, I have been playing in jokerino Casino for a long time about 5-6 months because I am spammed with several emails every day. Now it was finally time that I could request a payment of 1995 €. I turned to live chat to inquire about my payout and a possible verification. I was then given a nonexistent email address by the live chat bot. And now I feel extremely cheated, because in the 5-6 months I gambled away far more than the 1995 € and yesterday I thought, oh finally, a little consolation. But it was probably nothing. You are very often cheated of your money by dubious casinos.

I really hope that someone can help me

Hallo schönen guten Abend, ich spiele schon seit längerer Zeit circa 5-6 Monate ständig in jokerino Casino da ich täglich mit mehreren email zugespamt werde. Nun war es dann endlich mal soweit das ich eine Auszahlung von 1995€ beantragen konnte. Ich wandte mich an den livechat um mich nach meiner Auszahlung und einer eventuellen Verifizierung zu erkundigen. Mir wurde dann vom livechat bot eine nicht existierende email Adresse gegeben. Und nun fühle ich mich extrem betrogen , da ich in den 5-6 Monaten weit mehr als die 1995€ verspielt habe und ich gestern dachte, oh man endlich mal ein kleiner Trost. Aber war wohl nichts. Man wird echt sehr oft von unseriösen Casinos um sein Geld betrogen.

mich hoffe wirklich das mir einer helfen kann

Dear Emir,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

I have checked with the live chat where to send personal documents for the verification, and this is what I found out:

"please send it to info@jokerino.com

To verify your account, please send:

1. Passport or ID card

2. Bill (gas, electricity, landline phone)

3. Proof of the payment method (credit card picture, bank card, wallet screenshot, bank statement)"

Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

Dear Pentronela,

I have sent the data several times to the stored email address but the data did not arrive at the stored email because they were unfortunately too big (more than 5mb). Now I have packed the data in several emails and sent it off. I am now waiting for the verification and then I write in the forum whether it worked or not.

many thanks for your help

Lieber Pentronela,

ich habe die Daten mehrfach an die hinterlegte email Adresse gesendet aber die Daten kamen nicht bei der hinterlegten email an, da sie leider zu groß waren (mehr als 5mb). Nun habe ich die Daten in mehrere emails verpackt und los geschickt. Ich warte jetzt erst mal auf die Verifizierung und dann schreibe ich im Forum ob es geklappt hat oder nicht.

vielen Dank für eure Hilfe

Thank you very much, Emir, for your reply. I will be waiting for a further update patiently.

Hello dear petronela team, it has now been almost 10 days. Since then I have verified myself several times, via email and also uploaded my documents to jokerino.com, but the casino has not yet made a withdrawal.

I got an email last week saying "withdrawal accepted" but nothing has arrived on my account yet, although the money at jokerino is no longer visible when I go to withdrawals. I'm slowly worrying about whether they are at all still pay out despite playing fairly under unfair playing conditions.

Whenever I go into the chat, the technical guy is there and says he is not responsible for any processing.

i

Hallo liebes petronela Team, es ist nun fast 10 Tage vergangen. Seitdem habe ich mich mehrmals verifiziert, per email und auch meine Dokumente auf jokerino.com hochgeladen, aber eine Auszahlung wurde bisher noch nicht von Seiten des Casinos durchgeführt.

ich habe zwar letzte Woche eine email bekommen in der drinnen stand „withdrawal accepted" aber bisher kam noch nichts auf meinem Konto an, obwohl das Geld bei jokerino nicht mehr sichtbar ist wenn ich auf Auszahlungen gehe. Langsam mache ich mir auch sorgen ob sie überhaupt noch auszahlen, obwohl man fair unter unfairen spielbedingungen gespielt hat.

immer wenn ich in den Chat rein gehe ist der Technische bot Aleksander da und sagt er wäre für keine Bearbeitungen zuständig.

i

Thank you very much, Emir, for the update. Do I understand correctly that your winnings have left casino account but didn't reach you yet? Could you please advise which payment method you have opted for?

Hello good morning, yes partly and 900 € have already been debited but not yet received on my account. And another 1000 € are still on hold. I asked for a normal bank transfer, which I also used to deposit as normal.

Hallo guten Morgen, ja zum Teil und zwar sind 900€ schon abgebucht aber noch nicht auf mein Konto eingegangen. Und weitere 1000€ stehen noch in der Warteschleife. Ich hab eine normal Bank Überweisung angefragt, mit der ich auch ganz normal eingezahlt habe.

Thank you very much, Emir, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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.

Hello Emir.

In this situation, I would like to invite the casino representative into the case. Please explain to us why this withdrawal takes so much time?

Emir, could you please confirm that you received the €900?

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, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Emir: Please let me know if the casino pays you in the future. (matej@casino.guru)