The player from the United Kingdom had their account at Jokabet closed after making multiple deposits totaling £1,779 and attempting to withdraw funds. The casino cited that UK players were restricted from playing for real money, despite having allowed the player to deposit and play for weeks. The player requested a full refund. The Complaints Team concluded that the issue remained unresolved due to the casino's inability or maybe incompetence to retrieve the funds from the player's bank, despite ongoing efforts. The case was closed as unresolved, which may have negatively impacted the casino's safety index rating. The player was advised to contact the relevant authorities should they want to pursue their case further.
Jokabet Casino - Player's account has been closed after withdrawal attempt.
Unresolved
Our verdict
Delayed payment, status unknown
Black points: 224
Amount: £1,779
Jokabet Casino
Safety Index:HighCase summary
Discussion
Public
Public
5 months ago
Dear Jokabet Casino,
As I previously mentioned I completely understand that the issue with the "lost" funds originates from the player’s bank refusing the funds, an external factor that is beyond your direct control, however, I must reiterate that as the sender, your team holds the responsibility—and the ability—to recall the transaction or work with your payment processor to rectify this. The player can do absolutely nothing here. It is you and only you who must resolve this. If your internal processes are not optimised for such scenarios, why should your customer feel the consequences?
The prolonged delay has placed the player in an extremely frustrating position. Despite their patience, the funds have yet to arrive in their account. I once again must reiterate that it was revealed on 25 Mar 2025 at 15:25, according to your response at that time, that the player's bank had refused the funds. Even after more than three months, the issue remains unresolved.
At this juncture, the persistent absence of resolution has reached an intolerable level, leading me to refrain from dismissing the players' beliefs that this could be a deliberate strategy on your part. The majority of leading casinos are capable of addressing such circumstances in a significantly more efficient and prompt fashion.
Since you failed to resolve the issue despite my last notification, I will now proceed with closing this case as unresolved, and it will have a negative effect on your casino safety index rating.
Dear Vkieranc,
Despite our knowledge that situations like this can, unfortunately, take a long time to resolve, and we do understand the casino team is not in direct control over this, however, as the sender, their team holds the responsibility—and the ability—to recall the transaction or work closely with their payment processor to rectify this.
The long time the issue was not resolved despite our regular follow-ups is far from the effective and timely resolution we expect from a reputable, high-rated casino.
I will close the case as unresolved. It will not only negatively affect the casino's safety index rating, but it will also serve as a warning for other players.
I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react and finally manages to get the funds to you, we will reopen the complaint, and you will be notified by email.
If you want to pursue your case further, you are free to contact the relevant authorities in your country or reach out to the Curaçao Gaming Control Board (GCB) via this contact form. Although the GCB does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.
Please let me know if and how they responded at [email protected] if you try this option.
I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
