Jojobet Casino - Pelaajan tilin varat ovat kadonneet yllättäen.

The Incident: On December 29th, while my balance was 10,800,000 TRY, I was suddenly kicked out of the system. I was unable to log back in for approximately 30 minutes.

​The Vanishing Funds: When I finally regained access, my balance had dropped from 10.8 Million TRY to only 500,000 TRY.

​Impossible Gameplay: Support claimed that I spent over 10 Million TRY in just 30 minutes with bets as high as 30,000 - 50,000 TRY. This is physically and logically impossible for a manual player, especially considering I was locked out of the system during that exact time.

​Destruction of Evidence: When I requested my "Bet History" (Game Logs) to see these alleged bets, Jojobet officially stated that "Game history is not available." This is a direct violation of all gambling regulations (including Tobique and Curacao), as operators are legally required to keep and provide game logs.

​Conclusion: This is a clear case of "Admin Intervention" where the operator used its back-end access to simulate losses while the player was locked out.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Roni2133,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the casino regarding the incident on December 29th.

To better understand the situation and assist you effectively, could you please provide some more details? Here are a few questions that can help clarify your case:

• Can you confirm if you received any notifications from the casino regarding your account status during the time you were locked out?
• Did you take any screenshots or have any records of your balance before and after the incident?
• Have you encountered similar issues with this casino in the past, or is this the first instance?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

1.Account Notification: No, I did not receive any notification from the casino regarding my account status while it was locked. But my account is currently active.

2.Screenshots: I do not have a screenshot of the final balance; however, I have the gameplay history and records showing the 10,000,000 TL win.

3.Previous Issues: No, this is the first time I have experienced a problem with this casino.

Thank you for your reply and for providing the previous details, Roni2133.

• Have you communicated with the casino's support team regarding the "Bet History" request? If so, what was their response?
• Could you provide any additional evidence/communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

I provided all the information you requested via email. Meanwhile, Jojobet has blocked my account and I can no longer access it.

Thank you for your reply and for providing the previous details, Roni2133.

Could you please clarify which game genres you focused on - slots, live casino, sports betting?

Thank you again for your cooperation.

​Game Type & Evidence: My total winnings of 10,000,000 TRY were generated exclusively through the slot game 'Sweet Bonanza' (Pragmatic Play). I have already provided the screenshots as evidence. These screenshots clearly show the winning amount, date, and time of the session.

Dear Roni2133

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear Roni2133,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Jojobet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case to help us understand what happened?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Roni2133,

I have tried to contact Jojobet Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

Dear Roni2133,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by Curaçao and submit a complaint directly to them. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

In case of any questions or news from the regulator, do not hesitate to contact me at martina.b@casino.guru

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards