JokaBet Casino - Player’s account has been closed.

After winning a life changing amount I contacted online support to only be told , my account has been closed due to excessive gambling issues. I kept playing as I was 100% sure I had a daily/weekly loss limit , I wasn’t contacted by my vip manager , I wasn’t given any help , , I made contact with customer support and screenshot the amount I won but the only answer I kept getting was my account is now closed and there is nothing they can do , I kept emailing customer support day after day then weeks after weeks , with the same answer , my account is now closed and they couldn’t discus anything further , I’ve tried contacting uk gambling support but because Jokabet is not a uk gambling site, no one can advise me.

please if anyone has read this and can advise me on what’s my next steps

kind regards

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Do I understand correctly that you had £50770 (dispute value) in your casino account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Good morning

I was playing slots

yes verification was cleared and I have been paid a withdrawal previous from the site

yes that’s the amount £50.770.28p

there was no bonus activated only playing real money ,

I have all screen shot messages from customer support at the time , when I did win that amount I continued to play , I wasn’t contacted and nor did my loss limit on my account became activated , no one contacted me and then when I raised the issues there blocked my account and said I’ve got a gambling issue and my account was closed immediately

Thank you very much for your reply, Tom1982. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

I’ve emailed you with screenshots of conversations between myself

and jokabet , if there’s any other information you require please let me know

Thank you for your emails. I noticed that you mentioned several times that you lost the winnings you had accumulated. Do I understand correctly that you lost everything? Could you clarify if there was any remaining balance in your casino account at the time it was closed? Your clarification will help me assist you better.

I have emailed you

I'm very sorry, but because the funds were used to place bets and subsequently lost, we are unable to recover or refund the lost winnings. Responsibility for the account, active balance, and any bets placed rests with the player. I understand this is frustrating, but we cannot ask the casino to refund these losses.

Furthermore, we can’t penalize the casino for closing your account. Casinos, in general, have the right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities, or for no reason at all. If you didn't have an active balance, there’s not much we can do for you.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.