Joker's Ace Casino - 플레이어의 출금이 지연되었습니다.

I am writing to formally lodge a complaint regarding my pending withdrawal request, which has been awaiting processing since 8th October 2025.

According to your stated policy, withdrawals are typically processed within 7 to 21 days. However, it has now been well beyond that period, and I have yet to receive any update or funds. I have contacted support multiple times (

, but I have not received a satisfactory response or timeline for resolution.

Important notice:

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Hi,

This is my first withdrawal request and account is fully verified and this was with first deposit bonus.

Thank you for your reply, player181230. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.

Dear player181230

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello player181230,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

Dear Casino representative,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame we will close the complaint as unresolved.