Jokery Casino - O jogador ainda não recebeu os seus prémios.

Good day ,

I won a good amount of money at Jokery Casino yesterday and have withdrawn it. I was also verified in the first step. When I asked in the chat, I was told that a number of things were still missing, such as a selfie with ID and confirmation of address. I submitted all of these. I was then told that bank statements from c24 are not accepted. Then I submitted an official document from the Bafäg office and from my credit card. These were not accepted either. It is supposed to be a bill from the basic utility company. Since these things are not in my name, but in my partner's, I do not have any of these things.

I think I'm just being kept waiting to gamble away the money

Guten Tag ,

ich habe gestern bei Jokery Casino eine gute Menge Geld gewonnen & habe diese zur Auszahlung gebracht. Ich wurde im ersten Schritt auch verifiziert. Auf Nachfrage im Chat wurde mir gesagt , dass noch etliche Dinge fehlen wie zb ein Selfie mit Ausweis und eine Adressbestätigung. Diese habe ich alles eingereicht. Darauf wurde mir gesagt , dass Kontoauszüge von c24 nicht akzeptiert werden. Dann habe ich ein öffentliches Dokument der Bafäg Stelle und von meiner Kreditkarte eingereicht. Die wurden auch nicht akzeptiert. Es soll eine Rechnung vom Grundversorger sein. Da dieses Dinge nicht auf meinem Namen laufen , sondern auf den meiner Partnerin , habe ich keines dieser Dinge.

ich denke ich werde nur hingehalten um das Geld zu verspielen

Dear Randomcarlos92,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

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If anything seems suspicious, contact us directly.

Stay safe.

This is due to a delay in verification. Too many documents are being requested or not accepted.

Es handelt sich um eine Verzögerung der Verifizierung. Es werden zu viele Dokumente verlangt , bzw. nicht akzeptiert.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Randomcarlos92,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila