Jokerino Casino - プレイヤーの撤退は遅れています。

Hello, I successfully wagered € 1000 and € 700 with a deposit bonus in the Jokerino Casino. The payout of € 1000 was on June 11th and the € 700 on June 14th, 2021. I've been waiting for the payouts ever since. If I write in the chat, I get annoyed answers back, as we are not responsible here in the chat etc. I got an email, I should get in touch there. Info@jokerino.com did everything, but never received an answer. What else can I do?

Hallo, ich habe in dem Jokerino Casino einmal 1000€ und 700€ mit einzahlbonus erfolgreich umgesetzt. Die Auszahlung 1000€ war am 11.6 und die 700€ am 14.06.2021. Nun warte ich seit her auf die Auszahlungen. Wenn ich im Chat schreibe, bekomme ich genervte Antworten zurück,wie wir hier im Chat sind nicht verantwortlich etc. Email habe ich bekomme,ich sollte mich dort melden. Info@jokerino.com alles gemacht,aber nie eine Antwort erhalten. Was kann ich noch tun?

Dear Dennis,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawals. Could you please confirm that your account has been fully verified already? Is the delay an internal casino system issue, or it’s related to your account only? Do I understand correctly that payments are still pending inside your account without being processed?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but a month is really a long time.

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

Best regards,

Petronela

Hello, I am verified in the account and had already received 2 payouts. Unfortunately not this time.

I hope you can help me.

The chat at Jokerino also answers totally snotty to my withdrawal questions or not at all.

many thanks

Hallo,ich bin in dem Konto verifiziert und hatte auch schon mal 2 Auszahlungen bekommen. Nur diesmal leider nicht.

Ich hoffe Sie können mir dabei helfen.

Der Chat bei Jokerino antwortet auch total patzig auf meine Auszahlungsfragen oder garnicht.

vielen Dank

I also have a screenshot where you can see that on the left you won € 11.6 or € 12.6 and successfully implemented it with a bonus. And in the chat I ask about the new € 700 on June 17th.

But can't paste the screenshot here, then it loads for a long time and doesn't go any further.

Ich habe auch einen Screenshot wo man sieht, das links 1000€ 11.6 oder 12.6 gewonnen und mit Bonus erfolgreich umgesetzt. Und im Chat frage ich nach am 17.6 was mit den neu gewonnenen 700€ ist.

Aber kann den Screenshot hier nicht einfügen,dann lädt es lange und geht nicht weiter.

You can forward any relevant screenshots to petronela.k@casino.guru. Thank you.

Hello, I just sent you by email.

many thanks

Hallo,habe ich eben per Mail geschickt.

vielen Dank

Thank you very much, Dennis, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you for your effort and work. I hope what comes out of it.

many thanks

Vielen Dank für die Mühe und die Arbeit. Ich hoffe das dabei was rauskommt.

vielen Dank

Hi Dennis,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Jokerino Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Jokerino 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello, I have already received the money. After contacting the casino's licensing department. They immediately transferred it. Nevertheless, I thank you for the effort and the help! thanks

Hallo,ich habe bereits das Geld erhalten. Nachdem ich die Lizenz Abteilung vom Casino kontaktiert habe. Sofort haben die es Überwiesen. Trotzdem Danke ich für die Mühen und die Hilfe! Danke

Thank you Dennis for the update. I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter