Joker's Ace Casino - El retiro del jugador se retrasa.

Withdrawal of €2000 pending since December 22. No bonus used. Casino ignores emails. Multiple players report same issue. Complaint already filed with Curaçao authority.

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Dear Daniel0,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, I’d like to emphasize that we’ve received some complaints about delayed withdrawals from this specific gambling establishment. Despite several cases submitted, the casino has decided to adopt a No Reaction Policy approach in response to all our attempts to negotiate any issues.

I can only imagine how frustrating it must be to wait for your money without any feedback on when you’ll receive it, and I genuinely hope that your winnings will be sent to you eventually.

To clarify your issue:

• Have you made any successful withdrawals before?
• Can you confirm if you have provided all necessary documentation for the withdrawal?
• Could you please confirm that you have passed the KYC verification?

Thank you in advance for your cooperation and reply.

Best regards

Petra

Hello Petra!

My identity was confirmed. I had already made at least 4 withdrawals from this casino, and never had any problems, even withdrawals of somewhat high amounts, and I always maintained contact by email with my supposed VIP agent at the casino. Suddenly, this stopped happening. More than a month has passed, I found it strange and decided to look for some answers from the casino, that's when I realized it was happening to everyone.

So far I have received no response from the casino on this complaint. The payment remains pending and I am fully available to cooperate should any additional information be required. I appreciate a public update.

Até ao momento continuo sem qualquer resposta do casino nesta reclamação. O pagamento permanece pendente e estou totalmente disponível para cooperar caso seja necessária alguma informação adicional. Agradeço uma atualização pública.

Thank you for your reply and for providing the previous details, Daniel0.

• Could you let us know when you made your last successful withdrawal and how long it took to be processed?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
• Have you received any confirmation of the complaint you filed with the Curaçao authority?

Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hello, Petra,

Thank you for contacting us.

I'll answer your questions and add some relevant information:

The last withdrawal I made successfully was on October 16. I don't remember exactly how long it took to process. However, I usually requested the acceleration of the withdrawal directly from my VIP agent by email, and he always accelerated the process. This procedure recurred whenever I needed to make a withdrawal, although I can't tell you the exact processing time. Unfortunately, since December I've had no response to any email, either from the VIP agent or from the casino's support email.

The payment method used for the withdrawal was Visa, the same method I've used before for other withdrawals without any problems.

Regarding the complaint lodged with the Curaçao authorities, I have so far received no confirmation or response.

In addition, I have tried to get clarification via the casino chat, asking about possible changes to the processing time and how long withdrawals are currently taking. However, the answers are always the same, seemingly automatic, stating that there are not enough agents available to handle withdrawals, and that for this reason withdrawals are taking longer than normal. The chat constantly repeats this explanation, without providing any concrete information or deadlines.

At the moment, I have no additional communications beyond those already mentioned, but I am happy to provide any further information that may be required.

I am also attaching the various attempts to communicate with the casino to date, which have never been answered. Anna was my VIP agent

Thank you in advance for your attention and cooperation.

Olá Petra,

Obrigado pelo seu contato.

Respondendo às suas perguntas e acrescentando algumas informações relevantes:

O último saque que realizei com sucesso foi no dia 16 de outubro. Não me recordo exatamente quanto tempo levou para ser processado. No entanto, normalmente eu solicitava a aceleração do saque diretamente ao meu agente VIP por e-mail, e ele acelerava sempre o processo. Esse procedimento era recorrente sempre que eu precisava realizar um saque, embora eu não consiga informar o tempo exato de processamento. Infelizmente desde dezembro que não obtenho resposta a qualquer e-mail, seja do agente VIP, seja do e-mail de suporte do casino.

O método de pagamento utilizado para o saque foi Visa, o mesmo método que já utilizei anteriormente em outros saques sem problemas.

Em relação à reclamação apresentada às autoridades de Curaçao, não recebi até o momento qualquer confirmação ou resposta.

Além disso, tenho tentado obter esclarecimentos através do chat do casino, questionando sobre possíveis alterações no prazo de processamento e quanto tempo os saques estão a demorar atualmente. No entanto, as respostas são sempre as mesmas, aparentemente automáticas, informando que não há agentes suficientes disponíveis para tratar dos saques, e que por esse motivo os levantamentos estão a demorar mais do que o normal. O chat repete constantemente essa explicação, sem fornecer informações concretas ou prazos.

No momento, não possuo comunicações adicionais além das já mencionadas, mas fico à disposição para fornecer qualquer outra informação que seja necessária.

Vou também enviar em anexo as várias tentativas de comunicação com o casino, até à data de hoje, das quais nunca obtive resposta. Anna era a minha agente VIP

Agradeço desde já a atenção e a colaboração.

Dear Daniel0,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Lucia (lucia.s@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Petra

Hello Daniel0,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

I appreciate your follow-up and transparency regarding the process.

I understand that there is still no established contact with the casino and I appreciate your efforts to try to get a response from them.

Should any additional documents or information be required on my part to speed up the process, I am fully willing to collaborate.

I look forward to hearing from you.

Agradeço o vosso acompanhamento e a transparência em relação ao processo.

Compreendo que ainda não exista um contacto estabelecido com o casino e agradeço os esforços para tentar obter uma resposta da parte deles.

Caso seja necessário algum documento ou informação adicional da minha parte para acelerar o processo, estou totalmente disponível para colaborar.

Fico a aguardar novidades.

Hello Lucia.

Sorry for being so insistent, do you have any news you can give me?

Thank you

Olá Lúcia.

Desculpe a insistência, já tem alguma novidade que me possa fornecer?

Obrigada

Hello Daniel0,

Thank you for your message — and no need to apologize, I completely understand why you're following up.

At the moment, unfortunately, we don’t have any new updates to share. I know waiting is frustrating, and I truly understand how unpleasant this situation must feel.

That said, I also want to prepare you for the possibility that we may not receive a response from the casino. We are currently handling several complaints regarding this same casino, and so far, they have not replied to any of them. Of course, I will continue to monitor the situation and inform you immediately if I hear anything.

Thanks again for the quick reply. I look forward to hearing good news!

Mais uma vez obrigada pela rápida resposta. Fico aguardar boas notícias!

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.

Thank you for extending the deadline.

I would like to emphasize that I am still waiting for a response and resolution from Joker's Ace Casino regarding my complaint. So far, my problem remains unresolved.

There is still no response from the casino, no reply to emails.

Thank you

Agradeço a extensão do prazo.

Gostaria de reforçar que continuo a aguardar uma resposta e resolução por parte do Joker’s Ace Casino relativamente à minha reclamação. Até ao momento, o meu problema permanece sem solução.

Continuo sem uma resposta por parte do casino, sem resposta aos e-mails.

Obrigada

Dear Daniel0,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Lucia