Complaint #24 Jokerino Casino

Delayed payment and documents still pending verification

By Nikolaos P.

6 years ago

From 20/04/2020 which i won 374.59 euros(you can see it in my attachments) i wait for sending me my withdrawal ! I asked almost every day these 8 days(20-04-2020 until 28/04/2020- check my attachments) that passed and i got the same answer that they hope that i will get my winnings soon ,also that they are only technical support and they dont handle withdrawals or that will forward my request to office and relevant departement (check my attachments chat respondes ) ! Promises that neverer happened and i am still waiting my payment and my account to be verified ! Also one of their employees when i asked what happened with my withdrawal they answered what payment so this make me to understand that this casino is not serious ! Moreover i cant see nowhere in their site if my withdrawal is still pending anymore so i was lucky i made a quick screenshot when i made my withdrawal ! I just want my winnings please !

Disputed Casino Jokerino Casino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

6 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Jokerino Casino management acted in accordance with their Terms and Conditions.

7.Your Account must be registered in Your own, correct, name and personal details and it shall only be issued once for You and not duplicated through any other person, family, household, address (postal or IP), email address, or any environment where computers are shared (e.g. schools, workplaces, public libraries etc), computer (or other access device), and/or account in respect of the Services. Any other accounts which You open with us, or which are beneficially owned by You in relation to the Services shall be “Duplicate Accounts”. We may close any Duplicate Account (but shall not be obliged to do so). If we close a Duplicate Account:

all bonuses, free bets and winnings accrued from such bonuses and free bets obtained using that Duplicate Account will be void and forfeited by You;

we may, at our entire discretion, void all winnings and refund all deposits (less amounts in respect of void winnings) made in respect of that Duplicate Account and, to the extent not recovered by us from the relevant Duplicate Account, any amounts to be refunded to us by You in respect of a Duplicate Account may be recovered by us directly from any other of Your Accounts (including any other Duplicate Account); or

we may, at our entire discretion, allow usage of the Duplicate Account to be deemed valid in which case all losses and stakes placed by or for You through the Duplicate Account shall be retained by us.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Jokerino Casino

• Representative

6 years ago

Hi, as sent to AskGamblers and due to terms breach u have multiple accounts and therefore the winnings got void

nikospan

• Greece • 2 reviews

6 years ago

Hi there ! I dont have other account to your casino page , i just waiting my winnings ! Thanks ! I am waiting also your response !

nikospan

• Greece • 2 reviews

6 years ago

I dont have other account !!!

Jokerino Casino Complaint Stats

Resolved 13 / 16

Avg. Amount $953

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Jokerino Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 13 out of 16 complaints in this category have been resolved.

This operator's average complaint duration is 7 days, while the average duration across all operators is 8 days.

Jokerino Casino Complaints

See all complaints for this casino

No payout due to technical issues for a month

Hi there,

I have been waiting for my payment of 500.00 EUR for a month.
I have also written to the live chat many times and there I always get the same answer, wait, please be patient and have been for a month.

I was told by a member of staff in the live chat that the payouts should be ready at the beginning of the week, I have not received anything and am still waiting for it.

Unresolved

€500

No withdraw after two weeks

I want to complain about jokerino for not proceeding with my request for withdrawing.

I registered over two weeks ago with a bonus code and reached the playthrough. So I tried to withdraw my won 100€ to my Bank Account.

My Jokerino Account got verified within 48 hours but my withdraw is still ‚open‘.

In the Last 14 days I often tried to contact the Team, their livechat is only for technical Support so they promised me to transfer my case to the right Department. Additionally, I wrote a Mail through their contact form.

I didnt receive a single answer, so I‘m Not sure if they ever want to send me my winnings.

Unresolved

€100

Withdrawal of 700e processed but still didn't come and no answer

Hello, I requested withdrawal of 700e via e-wallet Ecopayz and added all documents in profile 3 days ago. After few hours i saw that my withdrawal request is processed so I though that the funds are in my e-wallet but they dont. I asked on chat and send e-mail whats going on and also I asked about my verification it is okay or not but e-mail not answered, chat cant help at all so I wait till today (48h verification + 24h for withdrawal to e-wallet) but nothing happens. Here are screenshoots with withdrawal request and few words with chat and another screenshoot 1 day later (wednesday 22/04 with no pending withdrawal like "processed"). So finally i am waiting 3 days and I know nothing, even I dont know I am verified or no thats why maybe my complaint and Askgamblers team will help me to know something about that situation. Thank you

Unresolved

€700

Delayed €2,200 Payments