Jokery Casino - A retirada do jogador foi recusada.

My withdrawal request was refused even though I submitted all the documents.

mademande de retrait a été refusé alors que j'ai transmis tout les documents

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Jokery Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your account accessible to you? Can you log in?
• Is it possible for you to check the verification status of your documents or your player's account? Could you please share a screenshot of the verification status of your account with the status visible?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Have you contacted casino support and asked for assistance with your payout? Send emails or chat transcripts of your attempts to resolve the issue with support at tomas@casino.guru, or post screenshots here

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

Good day, my winnings are based on a real money deposit. I only requested 90 euros out of the 110 I had. My account has been verified. Since I made my withdrawal request, I no longer have access to my account. Thank you for your help in recovering my winnings.

bon jour mon gain repose sur un dépôt d'argent réel. Je nai demande que 90 euros sur les 110 que j'avais. Mon compte a bien été vérifié. Depuis que j'ai fais ma demande de retrait je nai plus accès a mon compte. Merci de votre aide pour récupérer mon gain

My winnings came from the Golden Osiris slot machine game.

mon gain cest fait sur le jeu golden osiris une machine a sous

Thanks for your reply and the information shared in the thread and via email.

• Do I understand correctly that your player's account was blocked after you provided documents regarding your proof of deposit?
• Is the bank account you used in your name exclusively?
• Is your bank card issued in your name?

Please let me know.

Thanks for your patience.

Did the casino explain why they closed your account?

Did the casino decide to withhold the winnings and the amount you deposited?

Please send me any communication between you and casino support discussing the decision to close your account and your payout.

Hello, I wasn't informed of anything at all. As I already mentioned, they closed my account as soon as I made my withdrawal request.

bonjour je nai été informé de rien du tout. Comme déjà dit ils ont fermé mon compte dès que j'ai fait ma demande de retrait.

Good day, I replied to you by email but I still haven't received a response from you.

bon jour je vous ai répondu par mail mais je nai tjrs pas de réponse de votre part

Dear Amstel29,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Amstel29,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Jokery Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s account has been closed and her withdrawals are not processed?

Thank you in advance for providing the information.

Hello,

Thank you for giving us the opportunity to clarify this matter further.

We would like to confirm that the customer’s balance is available for withdrawal, however, the account must be fully verified before the withdrawal can be processed.

We have already provided detailed instructions regarding the verification process via email, so we kindly ask the customer to check their inbox for further steps. If any assistance is needed, our team remains available through Live Chat or Email and will be happy to help.

We appreciate your understanding and cooperation!

Best Regards,

Jokery Team

Thank you Jokery Casino, for the information provided.

Dear Amstel29,

did you already have a chance to check the email and send requested documents to the casino? Please let me know.

Hello, I've sent everything to Jokery Casino, both by email and through my player account when it was active. I even tried contacting support after my account was closed, but they keep sending me the same email.

bonjour J'ai tout transmis a jokery casino. Que ce soit par mail ou sur mon compte joueur quand il était actif. J'ai meme essayé d'échanger avec le support quand mon compte a été fermé mais ils m'envoient toujours le meme mail.

Dear Jokery Casino Team,

Could you please review the documents provided by the player and let us know whether everything is sufficient?

Thank you in advance.

Hello,

We have thoroughly reviewed your request as well as the recent activity on your account. Our records confirm that you have accessed your account within the past week and have continued with the verification process.

However, one essential document is still missing. The document previously submitted does not meet our verification requirements and therefore cannot be accepted. We have also provided further details and clear instructions via email, so we kindly ask you to check your inbox carefully.

To proceed, please upload the required missing document directly through your account. Once this is completed, do not hesitate to contact us, we will prioritize your case and help expedite the process.

Additionally, we would like to clarify that there are currently no available funds for withdrawal. All funds in the account have already been expended during gameplay.

We appreciate your cooperation and your prompt attention to this matter.

Best regards,

Jokery Team

Dear Amstel29,

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,
Martina
Casino.Guru