Casino Complaint Joreels and a never ending SoW check

kahuuts

Newbie member
PABnononaccred2
Joined
Jan 17, 2018
Location
Finland
So I've been having a merry time with Joreels and their willingness to pay out my deposit and the included winnings, no bonus or such involved. This especially great as I'm supposed to be a VIP player, hah!

All of this started 30th of October and is still ongoing. I made a withdrawal which wasn't processed in the timeframe they've usually been processed. I went to ask about the delay and found about the need to provide documentation for Source of wealth check. I provided that and thought it would've been fine with that.

Well it wasn't. Again I had to go and find out what is the issue and I was told that more documents were needed, no request for those was sent via email or any other means of communication. I provided those and this was a month ago. After that nothing has happened and the live chat just says that they'll do a "follow up" on the issue.

During the whole time I havent been contacted by the casino, not once, to ask for documents or anything else, I've had to go and ask myself. The only replies I've received from support have been that a Player Safety Analyst is checking the documents.

Now Joreels seems to be a white-label of MT SecureTrade but still I would've thought that it's an decent site to play at. At least I'd expect some sort customer service and professionalism from a site holding UKGC and MGA licenses.

So my advice: stay away from Joreels
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3
Joined
May 22, 2012
Location
the bus shelter, opposite GCHQ Benhall
Alas Joaffs has some questionable people involved, so I hope the casino isn't as bad. Usually MT Secure are OK, perhaps it's time for a PAB here or some other ADR?
 

Slottery

Senior Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
Unfortunately not first topic about MTS SOW issues, hope they get bit better practice in place to avoid these topics and make players life not this hard. If there have been no communication from operators side and process started months ago, it's not really great for player (and again it triggered at the time of withdrawal because they are counting life time deposit+withdrawals thresholds).
 

TheAddict

Ueber Meister
Joined
Jan 9, 2013
Location
Kent
Have to wonder how they treat the not so very important persons, if that's the amount of communication you have received so far.
 
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