Jokery Casino - Die Auszahlung an den Spieler verzögert sich

They have cancelled my withdrawal twice, after I have waited days in between, without saying why. Now they suddenly say that my verification wasnt good enough and that they needed a card verification. I used wise to deposit, so I dont have a physical card, and they dont have card verification like revolut do. I gave them an account verification with my name, address and the last 4 digits of my card, I even gave them a letter from wise themselves explaining that they dont have it, but they confirmed my account and card. Still they want a card confirmation where more of the card numbers show. I even managed to take a picture of my card, showing the numbers (not allowed to screenshot, but used another camera). Then the problem were that my name weren't there, even if my address is. Also the amount I could withdrawal suddenly went from 24000 till 11400, so I had to make 2 withdrawals instead of 1. I deposited in total 13700 kr with them. I also had a vip manager on whatsapp, but he has stoped responding.

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 Rosa1234,

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

Dear Rosa1234,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Rosa1234,

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,
Attila
Casino.Guru