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Deposit and withdrawal methods: Jokerstar deposit problem (Page 2)

Topic created on 02nd May. 2023 | Page: 2 of 2 | Answers: 20 | Views: 2,613
roccoammo11
Expert

Jokerstar deposit problem

4th May. 2023, at 08:11 am CEST#16
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TheFighter86 wrote on 04.05.2023 at 02:54:

Hi, first of all I am not "crying" around but take my experience with the casino in here. Don't seem to have read the emails carefully. It was not clarified by email until now why it had taken so long. I was lied to by email and sold stupid. It would have been cool to give me the 15 euros simply as an advance payment, the casino had my bank statement and even the email of the payment guarantee of Giropay get. Nevertheless, I got nothing for days. Even if the casino was not at fault, the real culprit would still have to pay compensation for it. Another comment here from Hightower wrote that he already has to wait 4 weeks for his deposit. Do you think that's ok too or funny? By the way it has given in the 15 euros exactly 1 time free spins on 10 cents and have made it 1.30 euros. After that nothing went, you should avoid this casino or generally all German licensed casinos and best not gamble more. Because with such poor RTP, these casinos will soon go bankrupt I think, since more and more stop playing at German casinos.

sorry i sometimes express myself a bit wrong! don't take it personally.thank you for sharing your experience with all of us!!!

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Max_Bet
Expert

Jokerstar deposit problem

4th May. 2023, at 08:35 am CEST#17
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I'm a little surprised that the good Julia from Jokerstar doesn't comment at all. In the past, she was actually quick to help with similar problems and tried to mediate. Whether she has already given up? Or just on vacation? Questions about questions 🤔

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julia_jokerstar
Rookie

Jokerstar deposit problem

4th May. 2023, at 10:52 am CEST#18
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Hello TheFighter86,

first of all we would like to thank you for your patience and are glad that your request could finally be resolved.

We would be happy to explain to you how the long waiting time can occur and why the amount was not simply booked as an "advance" to your customer account.

Your Deposit was made via Giropay. Giropay is processed by a payment processor.

The deposit request usually goes as follows: Jokerstar -> payment processor -> Giropay -> payment processor -> Jokerstar.

This is where the search begins for us. If the problem does not lie with Jokerstar, then we check the above-mentioned paths and enter into an exchange with the payment service Provider or payment processor.
Although there are direct contacts for us here, from this point on we are dependent on the speed of the respective partner.

We cannot give an advance due to automated processes. If we had credited you the money manually, we would have received the automatic message about the successful transaction of the payment processor at some point, whereby the credit would have been automatically credited to your account again. In this case, we would have to charge you the amount again on the one hand, and from a legal point of view, we could not ensure at this time whether you are over your deposit limit, which must be legally reconciled with LUGAS.

Our aim is to resolve every customer concern as quickly as possible. It is also very annoying for us when this process drags on for several weeks, as in Hightower's case. We are very sorry about that.

I hope this brings the issue to a close. If there are any further concerns, questions or suggestions, I have an open ear for you in the direct messages as always.

Best regards
Julia from Jokerstar

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hustlehoff
Expert

Jokerstar deposit problem

4th May. 2023, at 11:00 am CEST#19
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julia_jokerstar wrote on 04.05.2023 at 10:52 am: Hello TheFighter86,

first of all we would like to thank you for your patience and are glad that your request could finally be resolved.

We would be happy to explain to you how it can come to long waiting times and why the amount was not simply booked as an "advance" to your customer account.

Your Deposit was made via Giropay. Giropay is processed by a payment processor.

The deposit request usually goes as follows: Jokerstar -> payment processor -> Giropay -> payment processor -> Jokerstar.

This is where the search begins for us. If the problem does not lie with Jokerstar, then we check the above-mentioned paths and enter into an exchange with the payment service Provider or payment processor.
Although there are direct contacts for us here, from this point on we are dependent on the speed of the respective partner.

We cannot give an advance due to automated processes. If we had credited you the money manually, we would have received the automatic message about the successful transaction of the payment processor at some point, whereby the credit would have been automatically credited to your account again. In this case, we would have to charge you the amount again on the one hand, and from a legal point of view, we could not ensure at this time whether you are over your deposit limit, which must be legally reconciled with LUGAS.

Our aim is to resolve every customer concern as quickly as possible. It is also very annoying for us when this process drags on for several weeks, as in Hightower's case. We are very sorry about that.

I hope this brings the issue to a close. If there are any other concerns, questions or suggestions, I have an open ear for you in the direct messages as always.

Best regards
Julia from Jokerstar

Here was asked where the problem was, please don't beat around the bush, what went wrong with the payment processor? Where exactly was the bug / error? Do you have to expect something like this more often?

>> " This is where the search begins for us" What exactly did the search reveal?

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julia_jokerstar
Rookie

Jokerstar deposit problem

4th May. 2023, at 02:40 pm CEST#20
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Liked this post: Avatar von hustlehoff hustlehoff, Avatar von Max_Bet Max_Bet
Hey hustlehoff,

the search showed that the problem is neither with Jokerstar nor with Giropay but is due to the responsible payment processor.

I was in conversation with the responsible department again. In the case of TheFighter86, the payment processor told us about a possible processing delay of maximum 2 banking days, which can happen in rare cases. Why exactly such a delay occurs, I can not tell you unfortunately.

You can also have a look here, under "Features" you can see the processing delay again: https://www.adyen.com/de_DE/zahlungsmethoden/giropay

In any case, it had nothing to do with a bug, but was within the regular processing time of the payment processor, which is responsible for Giropay payments. Since the weekend lay between the Deposit and the actual transfer, this case can be attributed to it and the transaction was within the "normal" time frame, albeit delayed.

We as Jokerstar GmbH cannot do anything about this, this is stated by the payment processor. Normally, such a transfer happens in seconds, but in rare cases, unfortunately, there may be waiting times.


Kind regards
Julia from Jokerstar

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hustlehoff
Expert

Jokerstar deposit problem

4th May. 2023, at 02:55 pm CEST#21
1 Like

Liked this post: Avatar von julia_jokerstar julia_jokerstar
Ahh ok now you understand it anyway well, if the delay was at Adyen, you can really nothing for it:) normally happens yes rather rare, had already often Adyen Giropay debits, which were always credited instant at the casino. Was probably the worm in it.

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