Joker8 Casino - Račun igrača je pogrešno korišćen i sredstva su odložena.

I am filing a formal complaint against Joker8 for their lack of responsible gaming policy and unfair technical practices.

Unjustified withdrawal cancellation: On Monday, after winning 4,000 PLN, I requested a withdrawal of 2,000 PLN (the daily limit). The withdrawal was cancelled for "technical reasons," and the funds were returned to my balance. I experienced this as a "reverse withdrawal trap."

Technical issues: While playing, the slot machines constantly froze, crashed, and skipped reels. A single spin lasted over 10-15 seconds, preventing fair play. Despite these errors, the casino continued to debit my balance.

Refusal to close my account: After losing my initial winnings on Monday, I contacted customer support and expressly requested immediate and permanent account closure. The representative refused to close my account immediately and insisted that I send an email from my registered email address. I informed them that I no longer had access to this email address, but they allowed me to remain active.

Financial Loss: Because the casino ignored my direct request to self-exclude, I deposited a total of PLN 3,200 within 3 days.

Desired Outcome: I am demanding a full refund of all deposits made AFTER my initial request to close my account on Monday (a total of PLN 3,200), as the casino failed to fulfill its obligation to protect the player who requested the closure.

 Self-Exclusion Ignored: I had previously self-excluded from this casino due to gambling concerns. However, the casino allowed me to reopen the account upon my request, which is a direct violation of standard Responsible Gambling protocols. They should have never allowed me to gamble again on this platform.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you self-exclude from this casino for the first time? Please forward me the account closure requests you sent to the casino, along with the casino's responses at veronika.f@casino.guru.
• When did you request the casino to reopen your account? Please forward me the communication regarding the reopen request as well.
• Am I correct in understanding that you lost your balance playing after the casino cancelled your withdrawal request?

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

Veronika

Dear Veronica, unfortunately, I don't have copies of the emails because I contacted my VIP Manager directly about closing my account, likely via WhatsApp. Unfortunately, I lost access to the phone number associated with the account and can't retrieve my conversation history.

However, I remember that the request concerned issues with limits/gambling. Please ask Joker8 Casino to provide me with the history of my contacts with the VIP Manager and the account logs, which will confirm the periods of time it was blocked. The casino is obligated to retain such records.

Veronica, I also have very important information regarding the dates:

I requested to open an account on January 4, 2026.

On January 7, 2026, I received an official response from Joker8 Casino stating that my account could not be unblocked (please verify this in the casino logs).

Despite this decision, on January 23, 2026, I suddenly received a bonus from the casino, and my account was active. I believe the casino acted irresponsibly: first, they decided that the account must remain closed (presumably for my safety), and then they lured me back into playing with a bonus. It was after this incorrect account opening that my withdrawal was canceled and I lost my funds (a total of PLN 3,200).

Balance loss - Yes, I lost funds while playing because the casino canceled my withdrawal instead of processing it, allowing me to continue playing despite previous attempts to close my account. After losing the entire balance I had previously attempted to withdraw (PLN 4,000) and requesting immediate account closure, I deposited an additional PLN 2,900, bringing the total to PLN 3,200 since my account was activated.

I sent screenshots to the email address you provided.

Dear Veronika,

One more important detail: I currently do not have access to the email address registered with my Joker8 account (emails are not being delivered), and the phone number linked to my account is also inactive.

Please ensure that all communication regarding this case is conducted through this email address or the Casino Guru complaint panel. This is also why I cannot provide the WhatsApp history with the VIP Manager – the number is no longer active.

Hello Klaudek22,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Klaudek22,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at kristina.s@casino.guru.

Thank you for your understanding.

Best regards,

Kristina

Casino.Guru 

Thank you for your patience, Klaudek22. Could you please forward me all the emails and communications that you sent to Veronika? My email address is kristina.s@casino.guru. I understand that this is inconvenient, but unfortunately, I don't have access to her emails.

Also, can you please clarify whether you currently have access to your Joker8 Casino account?

Thank you for your cooperation.

Dear Kiristina, I have sent the screenshots to the email address you provided. I would also like to inform you that I have not logged into my Joker8 account since filing the complaint.

Droga Kiristino, przesłałam zrzuty ekranu na podany przez Ciebie adres e-mail. Jednocześnie informuję,że nie logowałam się do konta Joker8 od momentu złożenia skargi

Dear Klaudek22, I kindly request that you provide more specific information regarding your situation. If you are unable to access your account due to it being blocked, please inform me so that we can address your complaint appropriately. Thank you for your cooperation.

Dear Kristina,

Thank you for taking over my case. I hope Veronika recovers quickly.

Regarding your question about updates, the situation remains unchanged. I am still waiting for the refund of my deposits (PLN 3,200) made after the casino failed to honor my request for account closure and responsible gambling protocols.

I would like to reiterate and clarify a few points:

Evidence and Logs: I have already sent all available screenshots to the email address provided previously. Please note that I cannot provide further screenshots from my email or WhatsApp because I have lost access to the registered email address and the phone number linked to my VIP account.

Request for Casino Logs: Since I cannot access my history, I officially request that the mediator asks Joker8 to provide the full communication logs between me and my VIP Manager, as well as the complete account history (specifically the dates of blocking and unblocking). The casino is legally and procedurally obliged to store these records.

Breach of Responsible Gambling: My main point is that on January 7th, 2026, the casino confirmed my account could not be reopened. Despite this, on January 23rd, they "lured" me back with a bonus and reactivated the account. This is a direct violation of player protection rules.

The Withdrawal "Trap": The cancellation of my PLN 2,000 withdrawal due to "technical reasons" was the direct cause of me losing those funds, as it happened after I had already requested the account to be closed.

I am fully committed to resolving this and I am waiting for the casino to join the discussion and explain why they allowed a self-excluded player to deposit and play.

Best regards

The casino's refusal to close my account immediately upon my request on Monday, and instead demanding an email from an inaccessible address, directly contradicts the principles of Responsible Gaming and Player Protection. Furthermore, sending marketing bonuses to a player who was previously denied account reopening due to safety concerns is a severe violation of industry standards

Correction regarding refund amount:

I logged into my Joker8 account to take screenshots of my deposits (the account is still active). After carefully reviewing my account history, I calculated that I deposited a total of PLN 3,231 between March 16th and March 20th. I am requesting a full refund of this specific amount, as these deposits were accepted by the casino after my initial requests to close my account were ignored. I have screenshots of these transactions ready to share.

I reviewed everything that you have provided so far, and I didn't find any self-exclusion requests or messages in which you mentioned a gambling problem or issues. If you could search one more time for any emails or messages in which you informed the casino about your gambling addiction, please do so and forward them to me. If you didn't save these messages and you still have access to your casino account, I strongly suggest you request another self-exclusion.

When applying for self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

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

Please send another email to Joker8 Casino and keep me informed about any further developments. Thank you in advance.

Dear Kristina,

I have already provided the most important evidence: the emails from consultant Ryszard dated January 7th, where he explicitly refused to reopen my account. This proves that the casino had a documented reason to keep me blocked for my own protection.

The fact that Joker8 ignored this internal block on January 23rd by sending me a marketing bonus and reopening my account is a grave violation of Responsible Gambling standards. Furthermore, in March, when I requested immediate closure via Live Chat, they intentionally blocked me by demanding an email from an address they knew I couldn't access, instead of helping me as a logged-in user.

The account is STILL ACTIVE today. This is not a "misunderstanding"—it is a deliberate failure to protect a player. I have provided the proof of the January 7th refusal and the list of deposits totaling PLN 3,231. I will not send a new email now, as the evidence of their past failure is already in your hands. Please confront the casino with the emails from Ryszard.

Additionally, I want to be clear: I will not fall into the trap of sending another email requesting self-exclusion now. If I do, the casino will immediately close my account, knowing the complaint is pending, just to claim they did the right thing today, and Casino Guru will use this as an excuse to close the complaint as "unfounded." The facts are already documented: I sent you emails from consultant Ryszard proving that my account CANNOT be reopened for security reasons. Despite this, the casino reopened it on January 23rd. Everything that happened after that is their responsibility. I expect you to take action based on the evidence already presented, which indicates a clear violation of their own security decisions.

I appreciate your understanding regarding the situation and want to clarify our position on the matter. I recognize that it may feel as though the casino has not adequately protected you, however, we require the self-exclusion request in which you acknowledged your gambling addiction in order to request a refund.

Regrettably, at this stage, we can only assist you with the account closure. If this is something you would like to proceed with, please refer back to my previous message and follow the outlined instructions. If not, I will need to close this complaint. Thank you for your understanding and cooperation.

This is absurd. I've already explained that my account was closed in July 2025 after a WhatsApp conversation with my VIP manager, MAKSYMILIAN, in which I clearly stated that I had lost control and had a gambling problem. I've lost access to these messages, but the casino has them.

The "irrefutable proof" is an email from January 7th, in which consultant Ryszard refused to reopen my account. The casino doesn't refuse to reopen my account without a valid reason – they knew I was a self-excluded problem gambler. By reopening it on January 23rd with the bonus, they committed a serious breach of duty.

I formally demand that Casino Guru request from Joker8 the communication logs between me and VIP manager MAKSYMILIAN from July 2025. The casino is obligated to keep these records. Please stop asking me for proof that the casino is hiding something. Instead, ask Joker8 why they ignored Ryszard's refusal and allowed me to lose 3,231 PLN. If you refuse to ask the casino for these logs, please escalate this matter to the Team Leader immediately.

Dear Klaudek22,

I understand how upsetting it can be to feel that a casino hasn’t protected you properly. I have clearly outlined the specific evidence required according to our company policy and the reasoning behind why the information you provided does not meet those criteria.

Since it seems you are not interested in any other assistance and you do not have sufficient proof to support your case, we cannot handle this complaint as a failed self-exclusion, or request a refund, and I am forced to reject this complaint.

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool. This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.