Joker8 Casino - Jogador enfrenta atraso na retirada e falta de apoio.

The Casino repeatedly requests the same documents for validation, seemingly in an attempt to delay the verification process (KYC) and avoid making a payout. Despite seeing numerous complaints concerning the Rabidi.NV group, the truth is that I managed to make a withdrawal at one of the group's casinos where I played (spinanga). As of today, 25/04/2024, I can't even access the casino. The 24-hour support is useless and there's no response from them via email either. Upon requesting a withdrawal of 500EUR (the maximum allowed), I carried onwards with the verification process... in the meantime, from the remaining 250EUR balance, I played 50EUR and stopped until the withdrawal was finalized - something that never happened.

O Casino pede várias vezes os mesmo documentos para validação tentando assim adiar o processo de verificação (KYC) e assim não pagar. Embora tenha visto inúmeras reclamação relacionadas com o grupo Rabidi.NV, a verdade é que em um dos casinos do grupo em que joguei consegui efectuar o levantamento (spinanga). Neste momento, ao dia de hoje, 25/04/2024 nem sequer consigo aceder ao casino. Suporte 24h inútil e sem resposta via email também.- Após solicitar saque de 500eur (máximo permitido), prossegui com processo de verificação... entretanto dos 250eur que ficaram em saldo joguei 50eur e parei até finalizar o levantamento-algo que nunca aconteceu.

Hello Jafosteis,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Joker8 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

I believe that on 04/16 I requested the withdrawal. After logging in again, I found a message requesting verification (judging by the screenshots I took, I think it was on 4/17).

They were aproved:

ID through an application: front and back photo of your citizen card, selfie holding the document with the website in the background (the latter I found pathetic).

The proof of residence document (utility bill) was approved (after a long time).

It was approved (after several attempts): proof of transaction: printscreen of the Jeton account transaction history from 16.03 to 16.04.

After the latter, they requested movements from my ATM to prove that I loaded my jeton account through my bank account (it didn't seem necessary at all) I nevertheless uploaded the movements from my bank account where, in one of them, you see the deposit in the jeton account.

As in the case of the utility bill and proof of transaction, I had to repeat the process several times, and in the latter case (banking transactions) I never received approval.

However, it appears that the site should no longer be available in Portugal and therefore I cannot access my account and check whether it was approved or not. Nobody responds by email either.

I'm not sure when I last spoke to the casino via online support, maybe on Monday or Tuesday (22nd or 23rd), as I said I haven't been able to access the site for 2 or 3 days. The last "chat transcript" I requested was on the 19th.

Thanks

Creio que dia 16/04 solicitei o saque. Após fazer novo log in encontrei mensagem solicitando verificação (a julgar pelos prints que tirei, penso que dia 17/4).

Foram aprovados:

ID através de uma aplicação: foto cartão de cidadão frente e verso, selfie a segurar o documento com o site de fundo (esta última achei patética).

Foi aprovado (depois de muito tempo) o documento comprovativo de residência (utility bill)

Foi aprovado (depois de várias tentativas): comprovativo de transação: printscreen do histórico transações da conta Jeton de 16.03 a 16.04.

Após esta última, solicitaram movimentos do meu multibanco a comprovar que carreguei a minha conta jeton através da minha conta bancária (não me pareceu de todo necessário) fiz, mesmo assim, upload dos movimentos da minha conta bancária onde, num deles se vê o deposito na conta jeton.

Tal como no caso da utility bill como do comprovativo de transação tive que repetir o processo várias vezes, sendo que neste último caso (movimento bancário) nunca obtive aprovação.

Entretanto pelo que parece o site já não deve estar disponível em Portugal e por conseguinte não consigo aceder à minha conta e verificar se foi aprovado ou não. Também ninguém responde por email.

Não estou certo da última vez que falei com o casino via suporte online, talvez na segunda ou terça-feira (22 ou 23), como disse já não consigo entrar no site há 2 ou 3 dias. O último "chat transcript" que pedi foi dia 19.

Obrigado

The account has already been verified and the withdrawal processed.

You can close the complaint.

Thanks

A conta já foi verificada e o levantamento processado.

Podem fechar a reclamação.

Obrigado

Dear Jafosteis,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru