I have on Thursday at approx. 17:52 won 2000 euros in the Power Spins at Lucky Pharaoh. The winnings were never transferred to my gaming account. They told me in the chat that the money had been booked and that I had allegedly gambled it away. I'm not stupid or they think I'm stupid. They didn't want to provide proof of the booking. I unsubscribed because the site is dubious and rips people off. My player name was ****

Ich habe am Donnerstag um ca . 17:52 bei Lucky Pharao in den Power Spins 2000 Euro gewonnen. Der Gewinn wurde mir nie auf mein Spielkonto übertragen. Sie sagten mir im Chat, dass das Geld gebucht und ich es angeblich verspielt h?tte. Bin ja nicht bl?d oder sie verkaufen mich für D?mlich. Den beleg für die Buchung wollten sie nicht rausrücken. Ich habe mich da abgemeldet weil die Seite unseri?s ist und Menschen abzocken. Mein spielername ist **** gewesen

Dear sinan120685,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Joker8 Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if there is any record of your win in the casino?
• Have you asked the casino to provide you with a gaming history from the given period?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

No, I didn't know that I had to record all of this, to be honest ??

I submitted a game history and the winnings occurred in the free spins.

They first said that my winnings were in the gaming account and then they claimed there was no winnings so they lied to me about it

Nein ich wusste nicht das ich das alles noch aufnehmen muss ganz ehrlich ??

Eine spielhistorie habe ich abgegeben drt Gewinn ereignete sich in den free spins.

sie haben erst gesagt das mein Gewinn auf den Spielkonto sei und danach behaupteten sie es g?be kein Gewinn also haben sie mich angelogen mit

Without a record of your game history or any other proof, we might not argue for winnings to be returned and paid out.

If you believe the casino owes you any winnings, you'll need proof, for us to intervene.

Could you please share your communication with the casino where you attempted to discuss the issue with them? Send emails or chat transcripts to my email at [email protected], or post screenshots here

Dear sinan120685,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.