Joker8 Casino - 選手の退場が遅れています。

Good evening, I made a deposit at this casino, then I made a withdrawal of 401€ via bank transfer. I requested account cancellation citing addiction reasons and was informed that my account did not exist in their records, then I spoke with customer service Jeff and was told that it did exist and the withdrawal was cancelled and had to be manually processed. In fact, I received an email stating that the withdrawal had been cancelled. After stating that the withdrawal had to be manually processed, this happened on 18/01, in the chat they say I have to send an email with the correct bank details because they were incorrect so they didn't make the transfer. I sent the document with the bank details in the chat and by email, I received an email with the ticket number and in the chat, they say it was forwarded to the financial department. I sent the receipt about 4 times and the chat always says it has been received and is being processed by the financial department. On January 31st, I received an email informing me that the withdrawal has to be made to a Skrill account, I made the deposit through mbway which allows me to make withdrawals by bank transfer. I created a Skrill account, sent the details and the response is that everything is fine and is being processed by the financial department.

Having said that, I returned to the chat today to check the status and they are asking me again for bank details for bank transfer.

I ask for help with this, as everyone says something different, each one asks for something different, I have sent everything they asked for and see no way of getting my money.

Thank you

Boa noite, fiz depósito neste casino, depois fiz um levantamento de 401€ por transferência bancária. Pedi cancelamento de conta indicando motivos de adição e informaram que a minha conta na existia nos seus registos, depois falei com o costumer service jeff e disse que existia e o levantamento foi cancelado e que tinha de ser manual, de facto recebi um email a dizer que o levantamento tinha sido cancelado. Depois de dizerem que o levantamento tem de ser manual, isto no dia 18/01, no chat dizem que tenho de enviar email com os dados bancarios corretos porque estavam incorretos então nao fizeram a transferência, enviei o documento com os dados bancários no chat e por email, recebo email com o numero de ticket e no chat dizem que reencaminham para o departamento financeiro. Enviei o comprovativo umas 4 vezes e o chat sempre a dizer que tinha recebido e estava a ser processado pelo departamento financeiro. Dia 31 de janeiro, recebo um email a informar que o levantamento tem que ser para uma conta skrill, fiz o depósito por mbway o que posso fazer levantamentos por transferência bancária. Fiz uma conta skrill, enviei os dados e a resposta é que está tudo ok e está a ser processado pelo departamento financeiro.

Posto isto, volto ao chat hoje para saber o ponto de situação e voltam a pedir me dados bancários para transferência bancária.

Peço ajuda com isto, pois cada um diz uma coisa, cada um pede uma coisa diferente, já enviei tudo o que pediram e não vejo forma de ter o meu dinheiro.

Obrigado

Dear Ferrao93,

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. 

• Do I understand correctly you currently don't have access to your casino account?
• After January 31st, have you received a confirmation from the casino that your withdrawal via Skrill will be processed?
• Could you please forward your recent correspondence with the casino regarding the withdrawal to my email at tomas@casino.guru?

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

Good morning,

I sent everything I had by email.

Thanks

Bom dia,

Enviei tudo o que tinha por email.

Obrigado

But yes, everything is correct, I currently do not have access to the casino account and they said they would process it via Skrill, however they then asked again for the bank details which I had already sent 4 or 5 times, to be done by bank transfer. Everyone says something in the chat, no one understands each other and what I realize is that everyone is stalling so as not to pay anything.

Mas sim, tudo correto, atualmentente não tenho acesso à conta de casino e disseram que iam processar via skrill no entanto depois ja pediram novamente os dados bancários que já tinha enviado 4 ou 5 vezes, para ser feito por transferência bancária. Cada um diz uma coisa no chat, ninguém se entende e o que me apercebo é que andam todos a enrolar para nao pagarem nada.

Good afternoon,

I sent everything by email and I still haven't received any response from the casino guru, I don't know if they received it or not, nothing.

I would like to know the situation.

Thanks

Boa tarde,

Enviei tudo por email e ainda não obtive resposta nenhuma do casino guru, não sei se receberam se não receberam, nada.

Gostava de saber o ponto de situação.

Obrigado

After 23 days of complaints, verifications and requests for documents sent, my payment arrived via skrill, I ask all players not to play at this casino, as only after having turned to a lawyer with a letter summoning the case against rabidi nv and against this casino, they made the payment, but without any justification.

They can consider the case as resolved.

Após 23 dias de reclamações, verificações e pedidos de documentos enviados, chegou o meu pagamento via skrill, peço a todos os jogadores que não joguem neste casino, pois só após ter recorrido a advogado com carta de intimação de processo contra a rabidi nv e contra este casino, eles fizeram o pagamento, mas sem justificação nenhuma.

Podem dar o caso como resolvido.

Dear Ferrao93,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru