The player from the United Kingdom expressed concern over having lost £5000 at Jokabet and claimed that the casino should not have allowed him to join according to their own terms and conditions. The Complaints Team clarified that while casinos should pay out winnings to players from restricted countries if they were allowed to deposit and play, this did not apply if the player voluntarily made deposits and lost. Consequently, the complaint was closed as it did not meet the criteria for further investigation or refund.
JokaBet Casino - Player receives no reply after account issues.
Closed
Our verdict
Unjustified complaint
Amount: £5,000
JokaBet Casino
Safety Index 8.5 HighCase summary
Discussion
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1 year ago
I was able to join and lose £5000. After doing this, I wrote to Jokabet saying that they shouldn't have allowed me to join as per their own terms and conditions. They have not replied to me since that email
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1 year ago
Dear mrkrm,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. However, if the player personally chose to make deposits and lost, we believe they are not eligible for any refunds because they could lose their deposits in the same manner at any other casino.
Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds or winnings have been confiscated due to being from a restricted country. Nevertheless, it doesn’t seem that this is the case here, but correct me if I am wrong, please.
Please, if there is anything else, we could help you with, do not hesitate to contact us, otherwise, we will reject this complaint. Thank you for understanding.
Best regards,
Kristina
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1 year ago
there Are numerous threads on here of people uk managing to lose their money and get it back because of the same refund.
i still intend to put a complaint forward.
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1 year ago
Thank you for your reply, mrkrm. I apologize, but this is not a valid reason for us to request a refund. At this point, I can only recommend that you always do the research before registering to see if players from your country are accepted and if the casino holds the necessary license.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
