Dear Gjemajl, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs (https://jokerino.com/en/terms/) and I found this:

"1.    Your Account must be registered in Your own, correct, name and personal details and it shall only be issued once for You and not duplicated through any other person, family, household, address (postal or IP), email address, or any environment where computers are shared (e.g. schools, workplaces, public libraries etc), computer (or other access device), and/or account in respect of the Services. Any other accounts which You open with us, or which are beneficially owned by You in relation to the Services shall be "Duplicate Accounts". We may close any Duplicate Account (but shall not be obliged to do so). If we close a Duplicate Account:

all bonuses, free bets and winnings accrued from such bonuses and free bets obtained using that Duplicate Account will be void and forfeited by You;

we may, at our entire discretion, void all winnings and refund all deposits (less amounts in respect of void winnings) made in respect of that Duplicate Account and, to the extent not recovered by us from the relevant Duplicate Account, any amounts to be refunded to us by You in respect of a Duplicate Account may be recovered by us directly from any other of Your Accounts (including any other Duplicate Account); or

we may, at our entire discretion, allow usage of the Duplicate Account to be deemed valid in which case all losses and stakes placed by or for You through the Duplicate Account shall be retained by us."

Is there any chance that you accidentally created more than one account? If not, is there any chance, that someone from your household has created an account at this casino too? Did the casino return your deposit back?

Looking forward to hearing from you.

Best regards, 

Kristina

I haven't added another account that is. I am sure Kristina so I was offered my deposit refund of 10 but I did not want this because I want my 1000 euros. Not only I am affected by this problem as I looked on the Internet a7f the page on the evaluation had several the problem as I just couldn't find the payout and reasons for it so I'm not the only one and it would be like that. Since I had more accounts, I would notify you after a 1 month waiting period of requesting my payment so Kristina would be very nice if you could help me. Kind regards Gjemajl t ***

Ich habe keine weiteres Konto hinzugefügt, das bin. Ich mir sicher Kristina also mir wurde geboten meine Einzahlung Rückerstattung von 10 aber dies wollte ich nicht den m?chte meine 1000 Euro. Nicht nur ich bin betroffen auf dieses Problem wie ich im Internet nachgeschaut habe a7f die Seite auf die Bewertung hatten mehrere das Problem wie ich das siw einfach nicht Auszahlung und Gründe dafür zu finden also da bin ich nicht der einzigste und w?re es zb so. Das ich mehre Konto h?tte würde ich dich doch ejne benachrichtig werden und nicht nach einer 1 monatige warte Zeit der Anfrage Meiner Auszahlung also w?re sehr nett Kristina wenn du mir helfen k?nntest. Mit freundlichen Gjemajl t***

Thank you very much Gjemajl for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Gjemajl,

I looked at your case and understand the situation. I will contact the casino and see if I can help. However, I have to warn you that the casino usually doesn't reply to complaints published on our website. I would like to invite Jokerino Casino to the conversation to participate in the resolution of this complaint.

I thank you Peter Marko for the case you work on. Thank you very much, best regards Gjemajl T*****

Ich danke ihnen Peter Marko für den Fall den sie bearbeiten. Ich danke Ihnen sehr mit freundlichen Grü?e Gjemajl t*****

I still have a question how does that decide if the casino doesn't answer. Sincerely, Gjemajl Tatari

Habe noch eine Frage wie entscheidet sich den das wenn das casino nicht antwortet. Mit freundlichen Gjemajl tatari

Hi Gjemajl,

To be honest, there are practically no other options. The casino doesn't have a license so if they don't reply, there is nobody to turn to. That is why I always recommend the players to play in casinos with a good rating and a valid license.

We would like to ask Jokerino Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Gjemajl,

I tried to get in touch with the casino repeatedly but without success. As mentioned before, I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I wish I could be of more help.

Best regards,

Peter