Joker8 Casino - La cuenta del jugador permanece abierta después de la solicitud de autoexclusión.

On April 17, 2025, I requested self-exclusion via email due to gambling addiction and requested closure several more times via chat. Unfortunately, all I ever received was a simple "processing is ongoing." The account remains open. Since April 17, 2025, I have deposited another €300, which I would like to have refunded.

Ich habe am 17.04.2025 den Selbstausschluss per EMail wegen Spielsucht beantragt und diverse weitere Male per Chat um Schließung gebeten. Leider hieß es von dort immer nur "die Bearbeitung dauert an". Das Konto ist nach wie vor offen. Seit dem 17.04.2025 habe ich weitere 300 Euro eingezahlt, die ich gerne zurückerstattet hätte.

Dear JTsch,

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 share your self-exclusion requests with me? Please share the information to my email at tomas@casino.guru
• Could you please advise when was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Joker8 Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@joker8.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Hello Tomas!

Thank you! I've replied to you via email! If you need anything else, please let me know!

Hallo Tomas!

Danke dir! Ich habe Dir per EMail geantwortet! Wenn du noch was brauchst, gerne melden!

Thanks for the submitted information and explanation of the situation.

• Has the casino closed your account since your last post?

Please let me know.

Unfortunately no!

Leider nein!

Incidentally, I've been requesting refunds of deposits since then. Unfortunately, that now amounts to more than 300 euros. Update today's question:

Ich beantrage im Übrigen alleine Einzahlungen seither zurück. Das sind mittlerweile leider mehr als 300 Euro Update heutige Nachfrage:

Thank you very much, JTsch, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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 JTsch, we meet again! :)

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Joker8 Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence.  

Thank you for your patience and cooperation in advance.

Yes, Matej. It's great that you're taking care of this.

And just to clarify for the casino: Please also check the refund claim I'm submitting at the same time. Because the claim wasn't processed, I made additional deposits that I would like back.

Ja, Matej. Schön, dass du dich um die Angelegenheit kümmerst.

Und für das Casino gleich zur Klarstellung. Bitte auch den Rückerstattungsanspruch prüfen, den ich gleichzeitig geltend mache . Durch die Nichtbeatneitung des Antrags habe ich weitere Einzahlungen getätigt,die ich zurück möchte

Current casino response to refund request

Aktuelle Antwort des Casinos zum Rückerstattungsantrag

Dear JTsch,

We are sorry for the delay.

Kindly be advised that your account is permanently closed as per your request.

For your refund request, we have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately by email.

We sincerely apologize for the inconvenience caused. Rest assured, we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Joker8 Casino Team

I can confirm that the account has been closed. Please tell the casino how long the verification process will take? I don't want this to drag on forever!

Ich kann bestätigen, dass das Konto geschlossen wurde. Bitte an das Casino: wie lange dauert die Prüfung? Ich möchte nicht, dass das eine Ewigkeitsgeschichte wird!

I would like to thank the both sides for confirmation of the account closure. :)

Dear Joker8 Casino Team, please let us know ASAP about the refund. If you need to share any sensitive information or internal information, feel free to e-mail me at matej.l@casino.guru. Thank you.

Dear JTsch,

Please check your personal email as we send you a reply and what we need to process with your refund.

Thank you.

Best Regards,

Joker8 Casino Team

I've sent you all the information. When can I expect the money?

Ich habe Ihnen alle Informationen geschickt. Wann kann ich mit den Geld rechnen?

Dear Joker8 Casino Team, please let us know once the refund has been processed on your end. Thank you. :)

Dear JTsch,

We forwarded the information about your payment to the relevant department, it'll be initiated soon.

Thank you and have a great day.

Best Regards,

Joker8 Casino Team

I can confirm that the refund has been satisfactorily received in my account.

Thanks to everyone involved for the quick clarification and processing!

The case is therefore closed.

Ich kann bestätigen, dass die Rückerstattung zufriedenstellend auf meinem Konto eingegangen ist.

Danke an alle Beteiligten für die schnelle Klärung und Abwicklung!

Der Fall ist somit erledigt.

Dear JTsch,

Thank you for your understanding.

We are happy that the refund is completed.

Thank you and have a great day.

Best Regards,

Joker8 Casino Team

Dear JTsch,

I am very happy to hear that your issue has been resolved, and would like to thank Joker8 Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)

Lastly, as you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru