Jokery Casino - Los retiros de los jugadores se retrasan.

I hereby submit a formal complaint regarding my account on the Jokery platform, due to the constant difficulties in the verification and withdrawal process.

I have been trying to complete my account verification and withdrawals for about a week now, but they have been repeatedly canceled without any clear explanation as to what is incorrect. Every time I send the requested documents, new ones are requested, without the previous ones being properly validated or rejected with a concrete justification.

I've never had any problems with identity checks or documents on other platforms, so this situation is extremely frustrating and worrying.

Furthermore:

Withdrawals have been canceled without transparent communication;

Support simply asks for new documents without clarifying exactly what is missing or wrong;

I have already provided all the documentation requested and I still can't move forward with the process.

At the moment, I feel that the process is being unnecessarily prolonged and that there is no real attempt to resolve the situation fairly and efficiently.

I request an urgent review of my case, a clear and objective explanation of any existing problems and the immediate resolution of my account verification and pending withdrawals on the Jokery platform.

I await a swift response and a definitive solution to this situation.

Venho por este meio apresentar uma reclamação formal relativamente à minha conta na plataforma Jokery, devido às constantes dificuldades no processo de verificação e levantamento de fundos.

Há cerca de uma semana que tento concluir a verificação da minha conta e efetuar levantamentos, mas os mesmos têm sido repetidamente cancelados sem qualquer explicação clara sobre o que está incorreto. Sempre que envio os documentos solicitados, são pedidos novos documentos adicionais, sem que os anteriores sejam devidamente validados ou rejeitados com uma justificação concreta.

Nunca tive qualquer problema com verificações de identidade ou documentos noutras plataformas, pelo que esta situação é extremamente frustrante e preocupante.

Além disso:

Os levantamentos têm sido cancelados sem comunicação transparente;

O suporte limita-se a pedir novos documentos sem esclarecer exatamente o que falta ou está errado;

Já forneci toda a documentação solicitada e continuo sem conseguir avançar com o processo.

Neste momento, sinto que o processo está a ser desnecessariamente prolongado e que não existe uma tentativa real de resolver a situação de forma justa e eficiente.

Solicito uma revisão urgente do meu caso, uma explicação clara e objetiva sobre qualquer problema existente e a resolução imediata da verificação da minha conta e dos levantamentos pendentes na plataforma Jokery.

Aguardo uma resposta rápida e uma solução definitiva para esta situação.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Do I understand correctly that the main issue seems to be verifying the used payment method? Could you please clarify which payment method you used and what kind of documents you provided?
• Have you provided all the required documents as soon as possible and in the correct format?
• Share your responses publicly here, or send them to my email at tomas@casino.guru

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

Best regards,

Tomas

Good morning, I have updates 😊

On Friday I sent a receipt directly from my net bank with all the information they asked for. That day they said that the verification was complete and that they would proceed with the withdrawal to see if everything was ok.

Yesterday, Sunday, they canceled the transfer and said that I needed to send a new deposit slip (with a specific date and time chosen by them) and that I would have to bet the last 10€ on their requirements (this message goes in Print).

I did as I was told and they said the account would now be verified, so I made a new withdrawal.

I'm now waiting for a resolution from them.

I'm attaching the documents I sent and the replies I'll be receiving!

Thank you very much!

Bom dia, tenho updates 😊

Sexta-feira enviei um comprovativo diretamente do meu net banco com todas as informações que eles pediram. Nesse dia disseram que a verificação estaria completa e que iriam proceder ao levantamento vendo se estaria tudo ok.

Ontem Domingo, cancelaram a transferência e disseram que precisava de enviar novo comprovativo de depósito (com uma data e hora específica escolhida por eles) e que teria que apostar os últimos 10€ nos requesito deles (esta mensagem vai em Print).

Fiz o que me disseram e eles disseram que a conta estaria agora verificada, daí que fiz novo levantamento.

Estou agora à espera da resolução da parte deles.

Vou deixar em anexo os documentos que enviei e as respostas que estarei a receber!

Muito obrigado!

Dear barsfers, Thank you very much for the update.

We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear barsfers,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru