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

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.

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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

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