Jokery Casino - O jogador está enfrentando dificuldades de retirada.

[edited by Casino.Guru admin to allow translation to other languages]

Hello

I have a serious problem with Jokery Casino.

I have already sent all the required verification documents (ID card, proof of address, and bank card details), but they keep rejecting them without giving a clear reason.

My documents are valid and clearly readable, and I have tried several times, but every time they find an excuse to reject them.

Because of this, I cannot complete the verification, and they refuse to pay my winnings.

It seems they are deliberately avoiding verification to delay or block my withdrawal.

Please help me resolve this issue and make the casino process my withdrawal.

Thank you very much.

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email 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 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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share with me your communication with the casino regarding the verification requirements? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• Could you please clarify whether your account is currently accessible to you? Can you log in?

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

Best regards,

Tomas

Thanks for your reply.

Sadly, since you have played your winnings, I’m afraid there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. We are unable to ask the casino to pay you anymore than your withdrawable balance in cases where the payout is delayed.

Please let me know if there is any additional information that I have overlooked; otherwise, I’m afraid I will be forced to close the complaint. I wish I could be of more help. Thank you in advance for your understanding.

Dear Zolika11,

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