Jokerino Casino - El jugador está luchando por completar la verificación KYC.

I don't get a message about the account certification even though I have sent all the documents.

And I don't get an answer to my withdrawal request either

Ich bekomme keine Nachricht zur Konto Zertifizierung obwohl ich alle Dokumente gesendet habe.

Und auch meine Auszahlung Anfrage bekomme ich keine Antwort

Dear Franzi3001,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Which documents you have already provided and when exactly?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Thank you very much Franzi3001 for your reply. I updated the disputed amount to €1,000. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

You can leave the 2000 € that I had sent to you by email yesterday.

Thanks for your help

Did I do something wrong or why are they giving me up?

Sie können die 2000€ stehen lassen das hatte ich Ihnen gestern per Email zu kommen lassen.

Danke für Ihre hilfe

Hab ich etwas falsch gemacht oder warum geben sie mich ab ?

Hello Franzi3001,

I looked at your complaint and will do my best to help you. I would like to invite Jokerino Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Thanks for your help, it's about 2000 € unfortunately I don't get any response from the casino via email.

I have one more question, how much does it cost for you to help me?

Danke für Ihre hilfe es geht um 2000€ leider bekomme ich von dem casino keine Rückmeldung per Email.

Ich hätte da noch eine Frage was kostet das überhaupt das sie mir helfen?

Dear Franzi3001,

it's completely free. We are here to help players.

Okay thanks

Okay danke

I guess I can write off the 900 €.

I gambled away the rest because I think I won't even get the 900 €.

This casino is locked

Ich denke mal das ich die 900 € abschreiben kann.

Ich habe den Rest verspielt da ich denke das ich nicht ein mal die 900 € bekomme.

Dieses casino gehört gesperrt

We would like to ask the 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, we will close the complaint as ‘unresolved’.

I closed my account

Ich habe mein Konto geschlossen

Dear Franzi3001,

Unfortunately, after gathering all the necessary information we are rejecting this complaint. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.