Joker8 Casino - Счет игрока был закрыт, а его выигрыши конфискованы.

Dear Sir or Madam,

I am writing to formally lodge a complaint against the casino Joker8 regarding the partial refund of my remaining balance.

My account, with the username ***** was deactivated by the administration without any prior notification or explanation. Consequently, I requested the withdrawal of my remaining balance. At the time of deactivation, I had three pending withdrawal requests of 500 Euros each, which were subsequently canceled. The total balance in my account was 5800 Euros, but I have only received 300 Euros from the casino.

After waiting for a month for the remaining balance to be refunded, I contacted the live chat support to inquire about the partial refund. I was informed that I had failed to verify my account, which allegedly led to the partial refund. However, I never received any email from the casino requesting account verification. Furthermore, since my account was deactivated, I could not access it to obtain any necessary information regarding verification.

I have contacted the casino via email to request a detailed explanation of the issue and to inquire about the possibility of verifying my account to receive the full amount of my balance. To date, I have not received a satisfactory response.

I request the casino to refund the remaining 5500 Euros in my account. I am ready and willing to verify my account if necessary.

Thank you for your attention to this matter.

Best regards,

Claude

Dear bricefox,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Joker8 Casino.

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

• Could you please advise how long have you been a player of the casino? 
• 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? 
• Could you please list which documents you submitted for account verification?
• Was the information on the documents the same as the personal information entered in your player's profile?

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

Best regards,

Tomas

Dear Thomas,

Thank you for your assistance. 

• I registered on the casino website on 29.04.2024
• I was playing casino games
• I did not benefit from casino bonus when registered on the casino website.
• The casino did not request that I verify my account. Under the verification section, it was written that my account do not need to be verified for the moment.
• The personal information that I entered when registering my account is the same as on my documents.

I hope this information will be helpful for the investigation.

Best regards 

Claude

Thank you very much, bricefox, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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, bricefox!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Dear all,

Thank you for reaching out!

Please be informed that the account of the customer was closed due to the Administration decision, in accordance with the following point of the website's Terms and Conditions:

3.9 We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

Nonetheless, as a sign of goodwill, the entire amount of the customer's deposits (300 EUR) has been refunded, as the customer confirmed.

We therefore consider the case resolved from our side.

Thank you for your patience.

Best regards,

Joker8 team

Thank you for your response, Joker8 team!

We usually do not see closure of an account and confiscation of all winnings without a reason as a fair behaviour, but I have a hunch that there is a reason after all. Please, state what term the player has breached and provide proofs to my e-mail: pavel.k@casino.guru.

Dear Casino Guru Team,

Thank you for your ongoing support.

I appreciate your efforts to clarify the situation with Joker8 Casino. As they have cited an administrative decision to close my account without specific justification, I believe it is crucial to understand the exact reason behind this action.

I have thoroughly read the terms and conditions and believe I did not violate any terms. According to their terms, they should refund the customer balance after account closure. Additionally, the live chat support mentioned that my total balance was not refunded because I failed to verify my account, although I never received any email or message requesting me to verify it.

Could you please continue to pursue this inquiry and request Joker8 to provide the specific terms and conditions they believe I have violated, along with any supporting evidence? Your assistance in resolving this matter is invaluable.

Best regards,

Claude

Claude, we will most certainly try our best.

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.

Dear customer,

Thank you for your patience.

Please be informed that we will need to conduct additional verification on your account before we can reach our decision.

Our Finance department will reach out to you soon with the request to provide additional documents.

Thank you in advance for your co-operation.

Best regards,

Joker8 team

bricefox, please, let us know how the additional verification will go.

Dear Pavel and the Joker8 Team,

I have sent my ID document and proof of address via email, as requested by Joker8 Casino.

Best regards,

Claude

Very well, bricefox! Please, let us know when your documents will be approved and verified.

Dear Pavel, I haven't received any feedback from Joker8 Casino after sending them my document.

Joker8 team, are there any problems with the verification? Have you received player's documents?

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.

Dear customer,

Thank you for providing us with the requested documents.

To proceed, please provide us with the following:

Another Proof of address document, such as a utility bill (water, electricity, gas) not older than 6 months.

We are awaiting your reply.

Best regards,

Joker8 team

Dear Joker8 Casino,

I am unsure why my payslip was not accepted as proof of address. However, I have resent my internet bill via email as an alternative.

I look forward to your feedback.

Best regards

Claude

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.

Dear Casino Guru,

I am currently experiencing difficulties verifying my account. The casino requested a proof of address, and I initially submitted my payslip. However, this document was rejected, and I was not informed of the rejection until I contacted them via chat.

I then submitted my phone bill, which was also rejected. I have now provided a bank statement, in which my address is clearly visible, as it was in the previous documents. All these documents are listed as acceptable forms of address verification by the casino. I can see that the Casino has a high Safety Index but I don't understand what is happenning with my case.

I am currently awaiting their review of my bank statement. Could you please request that the casino pay closer attention to this matter to ensure a smoother resolution?

Thank you for your assistance.

Best regards

Claude

Thank you for the information, Claude!

Casino has had zero unresolved complaints so far, this explains the Safety Index. I have invited them to the discussion as soon as you let us know that you had submitted the internet bill. They still have three more days to reply, and if the will not, I will contact them via other means. I believe it just takes them longer to investigate.

Dear Customer,

Thank you for providing us with the document, it was forwarded to be checked by the relevant department. We will let you know as soon as there is an update.

Best regards,

Joker8.com

Thanks, Joker8!

bricefox, let us know as soon as you will receive any updates!

Dear Pavel,

I hope this message finds you well. Unfortunately, I have not received any updates from the casino, despite following up via email and reaching out to customer support through live chat.

Best regards,  

Claude

Joker8.com, has there been any update regarding the player's documents?

Dear Pavel,

Please be informed that the customer's documents are still under verification.

We will let you know as soon as there are any updates.

We appreciate your patience.

Best regards,

Joker8 team

Joker8 team, 1 month is usually more than enough to verify one's documents. If you need more time, please, provide me with a specific reason for it to my e-mail: pavel.k@casino.guru. Otherwise, I will be forced to close the complaint as unresolved for the time being.

Dear all,

Thank you for your patience!

Please be informed that the customer's account was reopened and the tournament winnings in the amount of 5707.48 EUR was returned to the balance.

Please let us know if we can be of more help.

Best regards,

Joker8 team

Dear Nomini and Casino Guru Team,

My account has been reopened and the amount of 5707.48 EUR was returned to my balance, but I am currently unable to make any withdrawals due to restrictions set by the administrator.

@Nomini Could you please transfer my remaining balance directly to my bank account, considering this restriction, the time this issue has taken to resolve, and the low withdrawal limits on your platform?

Thank you for your attention to this matter.

Best regards,

Claude

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.

bricefox, have you been able to withdraw your balance yet?

Dear all,

We would like to inform you that there are no restrictions on the customer's account.

Additionally, please note that any withdrawals from the account are subject to limits indicated in the Terms and Conditions.

Best regards,

Joker8 team

Dear All,

I would like to confirm that my account has been reactivated and verified. I have successfully withdrawn €500 from my balance, while my other withdrawal requests are still in the queue.

I understand there is a withdrawal limitation of €500 per day and a maximum of three requests at a time. I kindly request the finance department to process my pending requests promptly.

Thank you for your assistance

Best regards

Claude

bricefox, I will set the timer for 10 more days which is the alleged timeframe for all you funds to be withdrawn. If you will withdraw them sooner, please, let us know.

Hi bricefox! How is the progress on your withdrawals?

Dear bricefox,

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.

Dear all,

I would like to confirm that my withdrawals have been successfully completed. I want to extend my gratitude to Casino Guru for mediating the issue and to the Joker8 casino manager for their cooperation.

Although the resolution process took some time, I am relieved to have finally recovered my account and withdrawn my funds.

Thank you once again for your assistance.

Best regards,

Claude

Dear bricefox,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Pavel Kaczynski

Casino.Guru