Jokery Casino - Isplata igraču je odložena.

Hello dear team, I've been trying to withdraw my balance for a week now. I've been playing there for years and this is the first time I've ever withdrawn. The process keeps failing, saying I'm missing information. Verification is being handled by Verified in Not Verified. They have documents from my bank account, ID, a selfie, my electricity provider, and even my payslip. I don't know what else to send. I'm asking for your help.

Hallo liebes Team, seit einer Woche Versuche ich mein Guthaben aus zu zahlen. Ich spiele seit Jahren dort und das erste Mal ausgezahlt. Es wird immer wieder abgebrochen es fehlen Daten. Verifizierung werden von verifyd in Not verifyd gemacht. Die haben Unterlagen von meinem Konto ausweis Selfie und meinen Stromversorger sogar meine Lohnbescheinigung. Ich weiß nicht was ich noch schicken soll. Ich bitte um Hilfe.

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.

Dear Lostmymind,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I never played with bonus money, always with my real money.

Ich habe nicht mit Bonus gespielt immer mit meinem echten Geld.

Thank you very much for your reply, Lostmymind.

Could you please clarify whether your account is fully verified? If it's not, have you contacted customer support about what other verification document is missing?

Could you please forward all relevant correspondence between you and the casino regarding the repeated withdrawal cancellations to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

I understand this may take time, so I appreciate your assistance.

An email was also sent to you.

Email an euch ging auch raus

Dear Lostmymind,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya, (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear Lostmymind

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from Jokery Casino to join this discussion and provide their comments regarding the matter.

Dear Jokery Casino,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.