The player from Germany had been waiting two weeks for a withdrawal of €100 won on April 11th, which had faced delays due to a reported technical error. Despite having requested a new payout the previous Tuesday, he remained unsatisfied with the extended payout times and intended to close his account after receiving his winnings. The issue had been resolved, and he received his funds. The Complaints Team marked the complaint as 'resolved' in their system after confirming the successful payout.
Jokerstar Casino - Player's withdrawal has been delayed.
Amount: €100
Jokerstar Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
2 months ago
Translation
I won €100 on Friday, April 11th, and to this day I have had no payout. They have now even increased the maximum payout time to 5 working days. Last week they said that due to a technical error my payout had been cancelled and then had to be initiated again. Anyone who thinks badly of this is a scoundrel. Of course I requested a new payout. That was last Tuesday. And I'm not supposed to worry, this time the payout will be quicker. This statement was also made last Tuesday. They also say that you have no influence over it. In my opinion that is a blatant lie. I have already reviewed this in great detail on Trustpilot on April 19th, 2025 using the examples of L?wenplay and Stargames, where I ALWAYS received my money within minutes at Stargames, regardless of whether it was at night, on a holiday or at the weekend, and at L?wenplay the longest waiting time, if that, was 48 hours. I just want to get my small winnings out and then the account will be closed. I think it's absolutely outdated to have to wait over 14 days for a payout; there are much better alternatives, as described here in the text and on Trustpilot.
Automatic translation:
Public
Complaint Specialist
Public
2 months ago
Dear regloh71,
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 the 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 within 14 days since requesting the withdrawal, or if your withdrawal requests get cancelled again, please let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
Public
Public
2 months ago
Translation
Hello Veronica,
First of all, I would like to thank you very much for taking on this matter. First of all, I received my money today. As I have already described, I think it is simply not appropriate that it takes so long to pay out. There are various ways of paying out much more quickly, and then this standard reply always gets on my nerves, as it is by far the slowest payout I have ever experienced. After all, all of the points you described in the last section were completed a long time ago. I think I will really close my account there; it will perhaps be best for both sides. Once again, my sincere thanks for being here. If I can contribute in any way, I would be very happy.
Best regards
Holger
Automatic translation:
Public
Complaint Specialist
Public
2 months ago
Dear regloh71,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
www.kpvfaw.com
