Joker's Ace Casino - Заявление игрока об отказе от участия пока не принято.

I made a withdrawal on the 19th November 2025, its now 21st day and my withdrawal is still pending. Live chat always responds with the same answers.. eg.. your withdrawal will be processed soon. Sometimes we have delays.. do not respond to emails.

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 Cmgeddes,

Thank you very much for submitting your complaint. I’m sorry to hear about the prolonged delay you are experiencing with your withdrawal.

To help us better understand the situation and determine how we can proceed, could you please clarify the following points:

• Which payment method did you select for this withdrawal?
• Has your account verification (KYC) been fully completed, and if so, when was it confirmed by the casino?
• Have you made any successful withdrawals from this casino in the past, or is this your first withdrawal request?
• Have you received any written explanation from the casino regarding the reason for the delay, beyond generic responses in live chat?

If you have any emails, chat transcripts, screenshots, or other communication related to the withdrawal delay, please feel free to forward them to [email protected] so we can review them in detail.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Cmgeddes,

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,
Petronela
Casino.Guru