Joker's Ace Casino - A retirada do jogador está atrasada.

Avoid this casino at all costs!!! Bunch of frauds. I been waiting over a month for my withdrawal and im convinced im not going to get my money. Live chat just tells you the same generic garbage,they don’t answer emails. It’s a corrupt site and I think they have a fake licence.I’m begging people to not play on jokers ace casino. You will not get your money!!

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share a screenshot of the withdrawal request as evidence? Share a screenshot here or send the information to my email at tomas@casino.guru

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tezza1980,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of the player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message:

Hi,I want to continue with my complaint please. It’s the 11th week now and they still haven’t paid me my money(£360).

I have never withdrawn from this site before but they told me it takes 7-21 days,and it’s way over that time frame now and I have received nothing,and they keep saying it’s still being processed due to high volumes of requests?? I have never in all my life had to wait this long so I’m thinking I have been scammed. My mental health has taken a beating over this!!! I will send you a picture of my withdrawal and evidence of my KYC being accepted and verified.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Barbora (barbora.p@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Tezza1980,

I’m sorry to hear about the difficulties you’ve been experiencing. My name is Barbora, and I’ll be handling your complaint from this point onward. As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

Thank you barbora,but I don’t think you will get a reply from them. I don’t think they have any intention of paying up. I feel like they’re a corrupt site and they need closing down. I much appreciate your efforts to help me and hope you can get in touch with them and sort it out for me

We would like to ask the 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 may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the 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. I am sorry we could not be of more help on this occasion.

Best regards,

Barbora