1. Why did I receive the bonus automatically?
If you received the bonus by mistake, you can cancel it from My Account, which you can access by clicking your name at the top right corner of the screen on both the sports and casino homepages. Then click Active Bonuses and select your bonus. Please note that if you cancel the bonus, both the bonus and any winnings obtained with it will be removed.
2. Why didn’t I receive the bonus even though I participated in the offer?
When you participate in an offer, you must fulfill all the conditions to receive the bonus. The conditions are listed on the page of the specific bonus and in the email. After fulfilling the conditions, go to the Active Bonuses section found on the My Account page and click Redeem. The bonus will then be credited immediately to your Joker5 account.
3. What does participation mean?
Some of our bonuses require participation. Go to the Available Offers section on the My Account page and check which bonuses and offers you are eligible for. Then click the Participate button for the offer you want to join. If you do not participate in the offer, you are not eligible for it even if you meet all other conditions.
You can only participate in one bonus/offer at a time. If you want to participate in multiple offers, you must complete the offer you first joined before you can participate in the next one. You can always cancel and participate in a specific bonus/offer if you want to join another. Go to the Selected Bonuses section and cancel your participation. After that, you can participate in another bonus/offer of your choice in the Available Offers section.
4. Can I withdraw bonuses?
You cannot withdraw bonuses. Granted bonuses are intended to be played at the casino, and the player cannot withdraw the amount equivalent to the bonus. However, once the wagering requirements related to the bonus are met, the player can withdraw the winnings obtained by playing with the bonus. Please note that playing in demo mode does not count towards wagering requirements. In some cases, playing certain games is not counted towards wagering or only a certain percentage is considered. More information can be found in section 7. Cash and winnings played with cash are always withdrawable from your account.
If you make a withdrawal request while the bonus is active but you have not yet met the wagering requirements, both the original bonus and the winnings obtained after activating the bonus will be removed from your account. If you do not have any money left in your cash balance, you must meet the bonus requirements before you can make a withdrawal request from your account. If a player makes a deposit to receive a bonus or uses a promo code and withdraws the deposit amount, all pending bonuses will be voided.
Once the bonus wagering requirements are met, bonus winnings (only the amount exceeding the original value of the bonus) are automatically converted to cash funds. However, deposit bonuses may include win limits that define the maximum amount to which your bonus balance can be converted to cash. For example: if your bonus balance is €125 after meeting the wagering requirements, but there is a €100 win limit for the played bonus, only €100 will be transferred to cash funds and the rest will be permanently removed from your bonus balance. Bonus win limits should not be confused with withdrawal limits: once the bonus funds have been converted to cash, they are your own cash with no withdrawal restrictions.
5. Do bonuses appear in my total balance?
The total balance visible on the player's account consists of deposits + bonuses + winnings obtained by playing bonuses. You can see both your cash balance and bonus balance in the My Balances section on the My Account page. Funds are taken from balances in the following order: Bonus winnings (which include all winnings after the bonus was activated) >> Cash balance >> Bonus balance. If you have no bonus winnings on your account, funds are taken first from your cash balance and then from your bonus balance.
6. Can I check the status of the bonus wagering?
If you are unsure about the bonus and its wagering requirements, you can check the status in the Bonus/Active section on the My Account page or by contacting customer support.
7. What if I no longer want to receive marketing messages?
If you want to unsubscribe from our newsletter, please send an email to support@joker5.com and our customer support team will assist you with this matter.
8. Can I activate multiple bonuses simultaneously?
Only one bonus can be active at a time (you can place bets using only one bonus at a time). Bonuses are activated in the order they are granted to the player.
9. What if I accept a bonus but don’t see it in my balance?
If you have activated a bonus and accept another from a different offer, the second bonus will appear in your balance only after the first bonus’s wagering has been completed or if you cancel it.
10. Bonus condition after deposit.
If you are eligible for a bonus upon deposit, you must enter a valid bonus code when making the deposit. If your deposit qualifies you for the bonus, it will be automatically added to your Joker5 account. Also, please ensure that the deposit amount, method, and validity period meet the conditions.
Please note that deposits made via e-wallets (Skrill and NETELLER) and bank transfer (Rapid Transfer) are not eligible for bonuses. Therefore, entering a bonus code is not possible when depositing through these methods, and the bonus cannot be credited manually afterwards.