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Hello, I would like to ask for help in withdrawing the 1000 Euro from Jokerino Casino operated by Stage5 NV

On 01-05-2020 I received an e-mail bonus offer (see screen) and made a deposit of 19 euros via Ecopayz. After completing the trading I managed to win 1000euro, then on 03-05-2020 I submitted a withdrawal request using the same method and sent documents to verification. On May 12, 2020, the money disappeared from the account as pending, and the lady on live chat informed me that the withdrawal was being processed. Since then I have not received any information about what is happening with my withdrawal, I have no response to my emails, chat cannot Help me. Please help me with my withdrawal.

Yours sincerely

Marek W.

Witam,chciałem prosić o pomoc w wycofaniu wygranej 1000 euro od Jokerino Casino którego operatorem jest Stage5 N.V.

W dniu 01-05-2020 otrzymałem emailem ofertę bonusową ( patrz screen )i złożyłem depozyt 19 euro poprzez Ecopayz .Po ukończeniu obrotu udało mi się wygrać 1000euro,po czym 03-05-2020 złożyłem prośbę o wycofanie tą samą metodą oraz wysłałem dokumenty do weryfikacji. W dniu 12 maja 2020r pieniądze znikły z konta jako oczekujące do wypłaty ,a pani na live chat poinformowała mnie że wycofanie jest przetwarzane.Od tego czasu nie otrzymałem żadnej informacji co się dzieje z moim wycofaniem, na moje emaile nie mam odpowiedzi,chat nie może mi pomóc.Proszę o pomoc z moim wycofaniem.

Z poważaniem

Marek W.

Dear Marek,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Could you please confirm that this was your first attempt for a withdrawal? Have you received any confirmation from the casino regarding successful KYC verification? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Yes, this was my first withdrawal, I did not receive confirmation of verification, I was only informed on live chat that my withdrawal was being processed.

Tak,to była moja pierwsza wypłata,potwierdzenia weryfikacji nie otrzymałem,zostałem tylko poinformowany na live chat ,że moje wycofanie jest przetwarzane.

Thank you very much for your quick reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Marek,

I looked at your case and understand your situation. I will contact the casino and see what can be done.

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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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Marek,

I tried to contact the casino repeatedly, but there was no response. I'm afraid there is not much I can do now without the cooperation from the casino. As a last resort, you could submit a complaint with the Curacao Gaming Authority (certria@gaminglicences.com). It's not the best license out there, but they might be able to help. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the decrease in 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 really wish I could be of more help.

Best regards,

Peter